AccountId: 011433970860
ContactId: 290136ee-7fb0-46a1-bccc-25574e0cc41b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366579 ms
Total Talk Time (AGENT): 157313 ms
Total Talk Time (CUSTOMER): 152843 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/290136ee-7fb0-46a1-bccc-25574e0cc41b_20250123T19:32_UTC.wav
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[AGENT][NEUTRAL] [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] Doing all right. um, I have a member on the line. She had a medlink policy with us and it's showing that it terminated [PII] last year. Um, she said that she, she's no longer with that employer, I guess, um, it has a bit of an accent it's kind of hard to understand, but she did say that she called us and was assured that her policy would remain active, um, so I'm, I'm not quite sure. I tried looking in the notes and.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] It is 1867116.
[CUSTOMER][NEUTRAL] I see a couple of notes saying rate correction.
[CUSTOMER][NEUTRAL] And then some other um
[CUSTOMER][NEUTRAL] Like Cigna and Aetna, and I see the future lapse date.
[AGENT][NEGATIVE] If they're not paying for her cobra, that's why it's not active.
[AGENT][NEGATIVE] I'm gonna have to get with [PII] on this. I don't know what the heck is going on.
[CUSTOMER][NEUTRAL] OK, I thought it was just me.
[AGENT][NEUTRAL] No, um, it looks like she should be on Cobra.
[AGENT][NEUTRAL] But I wonder if she's making copayments and that may be part of the dilemma here. If you want, you can transfer. I'll have to take a message and do an escalation with the supervisor.
[CUSTOMER][NEUTRAL] OK, OK, you do wanna go ahead and talk to her though?
[AGENT][NEUTRAL] Yeah, just to let her know that it's gonna have to escalate and we're gonna have to call her back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in the customer service department. How are you doing today, Ms. [PII]?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][POSITIVE] Good afternoon. I'm OK.
[AGENT][NEUTRAL] Oh, I'm sorry. I didn't know if you were there. I've got your information pulled up in the representative that transferred you stated that you um were calling to check the status of your policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. I'm gonna have to do a little bit more um escalation with my supervisor on this and actually get back to you. I'm showing that you are on COBRA. You were put on COBR on [PII]. Um, are you still making those COBRA payments?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I'm gonna go ahead and check with her and see we may have some money in house and maybe this is just a clerical error and we can get this reactivated, but I'm gonna have to check the status with her because there are some notes in here, but it's not clear specifically what's going on. So is it possible for me to get back to you?
[CUSTOMER][NEUTRAL] I told I told me about that.
[CUSTOMER][NEUTRAL] The COA insurance that is uh UMR told me that uh this is my secondary um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, insurance that is still covered the same as it was in the beginning, and it had to be the same card number that I had from the beginning that I was in [PII], but, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Then for for the pool change for another one and that's one, it was changed, but uh um so far, uh,
[CUSTOMER][NEUTRAL] Cobra said that uh everything was the same. That's when it get me surprised because um last year, they do some, some tests that um
[CUSTOMER][POSITIVE] Everything was covered.
[AGENT][NEUTRAL] So you said Food for Poor did some changes. Are they no longer with us? Hang on, maybe that's what's going on. Give me just a second.
[CUSTOMER][NEUTRAL] No, it was everything with them.
[AGENT][NEUTRAL] Yeah, they're still with us, they, they're active. I see that they've been working on it and like I said, I do apologize for not being able to give you much details, but I'm just gonna have to get with her and see.
[AGENT][NEUTRAL] What actually is going on with your policy. So can I get your callback number and contact you back?
[CUSTOMER][NEUTRAL] I gave it to her [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would like to know about some tests that they have to do if I have to pay something that I have the code, that's when I was calling because I got the code and I would like to verify with uh APL.
[CUSTOMER][NEUTRAL] Um, if those code was.
[CUSTOMER][NEUTRAL] was already
[CUSTOMER][NEUTRAL] Call back.
[CUSTOMER][NEUTRAL] That is the slip, uh,
[AGENT][NEUTRAL] OK, we'll be able to verify everything once we get clarification on your policy status, so you'll still be able to get that information. We just need to get the policy details figured out. So once I return my call, I may have to transfer you to claims, but we'll be able to help you with that as well.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] All right, thanks a lot.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] No, thanks a lot.
[AGENT][NEUTRAL] All right, Ms. [PII]. My name is [PII] and I'm in the customer service department and I will call you before the end of the business day, OK?
[CUSTOMER][NEUTRAL] Way out
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Anyway, I will be in contact with uh COA UMR and find out what.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and that'll help too. That'll give us an idea of where we're at too. All right, Ms. [PII], thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Right.