AccountId: 011433970860
ContactId: 2ba9be93-3e0f-470b-8533-1df69f32b0e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 970219 ms
Total Talk Time (AGENT): 237671 ms
Total Talk Time (CUSTOMER): 243589 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2ba9be93-3e0f-470b-8533-1df69f32b0e7_20250124T22:37_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, I did a claim and was just trying to follow up to see if there's any more information that I need to submit.
[AGENT][NEUTRAL] OK, uh, sure, I can assist you with claim information. And um may I have your name one more time and a callback number?
[CUSTOMER][NEUTRAL] [PII] and phone number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02537097.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] For security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have um the mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And the claim is for the pendant?
[CUSTOMER][NEUTRAL] It's for, um, insurance, um.
[CUSTOMER][NEGATIVE] A refund they wouldn't give it to me.
[AGENT][NEUTRAL] OK, is it for depend or is it for yourself?
[CUSTOMER][NEUTRAL] Oh, for myself.
[AGENT][NEUTRAL] Is it the one you submitted on [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, probably I think that's a bit.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me check on this for you. Um, may I place you on hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me um.
[AGENT][NEUTRAL] No, Miss [PII]. OK, uh, when was the date of service because, uh, it didn't let me pull the documents. Um, do you know what's the date of service for that claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, let me see if I can find it um.
[CUSTOMER][NEUTRAL] Cause this is this affiliated with um.
[CUSTOMER][NEUTRAL] Like if there's a claim against the insurance company, correct?
[AGENT][NEUTRAL] No, this is, um, you used to have a policy through BWA and it's gonna be, um, it was a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Wait a minute, through what?
[AGENT][NEUTRAL] Um, business workers of America, mhm.
[CUSTOMER][NEUTRAL] DWA you said?
[CUSTOMER][NEUTRAL] I'm, uh, you can't, can you say that again because your voice is like going in and out. What did you say?
[AGENT][NEUTRAL] OK, the employer that I have listed for you is Business Workers of America.
[AGENT][NEUTRAL] BWA.
[AGENT][NEGATIVE] But this policy is not.
[AGENT][NEUTRAL] Active right now.
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out what this is. OK, so the you want the file number?
[AGENT][NEUTRAL] Um, no, we don't work with file numbers. I'm not sure if you have the correct um place. Um, again, I didn't see any documents recently.
[CUSTOMER][NEUTRAL] Confirm the name of the agent who enrolled you in this plan.
[AGENT][NEUTRAL] Yeah, let me give you the number.
[CUSTOMER][NEUTRAL] Well, say, OK, you were issued hospital identity coverage by 8. Maybe this is some type of um something you're get, I don't, I'm not that's why I'm trying to figure out what this is. This is [PII] at the top, special risk claims and appeals analyst.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, group limited benefit hospital indemnity insurance. OK, policy group number business workers.
[AGENT][NEUTRAL] And does it have?
[AGENT][NEUTRAL] Uh-huh, hospital indemnity plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I was getting insurance from a, let's see, it's not managed care, uh, they had this.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, can you call me back if you find out anything like I'm not quite sure what I like what information I need to give you.
[AGENT][NEUTRAL] OK, um, well,
[CUSTOMER][NEUTRAL] Because it says the [PII], it says I got a letter on the [PII].
[AGENT][NEUTRAL] [PII], you got a letter. What, what's on that letter?
[CUSTOMER][NEUTRAL] It says we received a claim on your policy and review of the claim has started. In some cases, additional information must be requested for you or your providers of medical services for the claim to be processed.
[CUSTOMER][NEGATIVE] And that's why I was calling to see is there more information that needs to be submitted because I haven't heard anything from anyone.
[AGENT][POSITIVE] Oh, no. Mm, I do apologize. That's what was sent out an error. There is no claims for you at all in the system.
[AGENT][NEUTRAL] So that was in an error. We don't have a claim. Mhm.
[CUSTOMER][NEUTRAL] In there.
[CUSTOMER][NEUTRAL] I got two letters though, so how's it here?
[AGENT][NEUTRAL] You got two letters in the same day?
[CUSTOMER][NEUTRAL] And the other one says,
[CUSTOMER][NEUTRAL] No, well, yeah, well, I don't know this one here says file number and it says my complaint number, my policy number.
[AGENT][NEUTRAL] OK, what is the file number?
[CUSTOMER][NEUTRAL] Company American Public Life Insurance file number is RUS-8604826.
[AGENT][NEUTRAL] And you said the signature on the bottom of that letter is [PII]?
[CUSTOMER][NEUTRAL] I know up top it says [PII], special risk claims and appeal analyst.
[CUSTOMER][NEUTRAL] And it has her extension [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, I'm not sure. I, I didn't put anything in this policy. I don't know why there's nothing here.
[CUSTOMER][NEUTRAL] It says thank you for your correspondent, thank you for your, thank you for your correspondence. And I think they said that it's based out of um
[CUSTOMER][NEUTRAL] Is it based out of a different area so you guys wouldn't have access to it or something? Hold on, let me read this. It says thank you for your correspondence regarding the above listed complaint dated [PII]. Your request was forwarded to the APL claims department for review and response. You were, and they're just saying you were issued hospital identity whatever.
[CUSTOMER][NEUTRAL] Coverage by American Public Life Insurance Company through BWA. Your coverage was effective [PII] and APL received notification of your request for cancellation on the night. Yes, so this is in regards to um the insurance. I was trying to get some insurance and um I canceled within the 30 days and they still kept my money and then they processed another payment and I'm trying to get that back because I did not use the insurance and I had canceled before the insurance time frame was up.
[AGENT][NEUTRAL] Gotcha. OK. Now, yeah, you're calling the wrong apart. OK. OK. Now I understand what you're trying to do. OK, so it's not really a, a claim, it's not really a medical claim that you're trying to get. You're trying to get your, um, basically, um, refund back for your premium.
[AGENT][NEUTRAL] Um, the premium is, yeah, the premium is handled by BWA by Business Workers of America. I can go ahead and give you their number, the contact number, uh who you need to contact.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] In order to get that fixed, OK? I'm so sorry for that. Um, OK, so the number is, and I have two phone numbers, I'm gonna give them both to you and there's also an email that I can go ahead and give it to you so you can send an email if you would like to send an email as well. OK, so the first number I got here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The next phone number I got here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And the email address is customer support.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] 4 members.
[AGENT][NEUTRAL] For members.
[CUSTOMER][NEUTRAL] Is it at like a number 4?
[AGENT][NEUTRAL] Yeah, the number 4 member services.
[AGENT][NEUTRAL] [PII]. So the number [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, so you can either send them an email.
[CUSTOMER][NEUTRAL] And is there anyone in particular that I need to?
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Ask for do I have to ask for anyone in particular or just give them the information that I have? OK. OK, no problem. I'll
[AGENT][NEUTRAL] Mm, I don't have a name here. No, I don't have a name here. I just have contact and I got the phone number in the email so you can send an email and see if they will respond to that email and explain to them exactly what you're trying to do and maybe somebody can assist you like that or you can just go ahead and call one of those two numbers, OK?
[CUSTOMER][POSITIVE] OK. Well, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good thank you bye bye.
[AGENT][NEUTRAL] New