AccountId: 011433970860
ContactId: 2c6190f7-c3f1-49f6-b7ee-73008340126a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426049 ms
Total Talk Time (AGENT): 130672 ms
Total Talk Time (CUSTOMER): 172380 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2c6190f7-c3f1-49f6-b7ee-73008340126a_20250324T18:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, hi, [PII]. Um, I have um cancer insurance with you all. My name is [PII].
[CUSTOMER][NEGATIVE] And um I had a mammogram done and I submitted um the results for that $50 that y'all send back to us you know for and um I got a letter saying that these services were rendered after coverage was terminated this policy lapsed so um I checked here with my business office and they said no that I am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know that I elected it at the beginning of the school year and it's being deducted. I've had it for many years. Can I give you my policy number or claim number or something?
[AGENT][NEUTRAL] Yes, ma'am, Ms. [PII]. And first of all, can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it's um area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is that policy number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02397409
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, thank you. And I'll be happy to check this policy for you and see what's going on, Ms. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] And my address is [PII]. Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Wonderful, thank you. And do you mind verifying your email? Looks like we do have your work email on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] All right, thank you, ma'am. I appreciate that verification.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just take a look for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just checking a couple of things because I'm not showing it to be active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4, so let me just take a look at something for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they said your policy with APL should be active?
[CUSTOMER][NEUTRAL] Yes, the school, you know, I mean, I, I elected it and they say that it, it is being deducted from my, you know, payroll check.
[AGENT][NEUTRAL] I'm checking to see if the group is still with us, it might be through another company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I do apologize, Ms. [PII]. It is taking its sweet time, but I am checking that for you, OK? I appreciate your patience.
[CUSTOMER][NEUTRAL] No, that
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, no, yeah, that's OK.
[CUSTOMER][POSITIVE] Uh huh you're welcome.
[AGENT][NEUTRAL] Yeah, it looks like, and I'm checking even further. Did you ask the group if it is with APL or with another insurance carrier?
[CUSTOMER][NEUTRAL] Um, I didn't ask, but, um, I know I wasn't, no, I wasn't informed that it changed.
[CUSTOMER][NEUTRAL] But I can um I can check with you know the woman that does that.
[AGENT][NEUTRAL] I'm just checking a few other things.
[CUSTOMER][NEUTRAL] OK, yeah, because I, I made a copy because she was in the office earlier and I made a copy of this that I got and gave it to her and she was gonna go and check and it's, you know, it says American Public Life Insurance Company on top, you know, she didn't say well no we're not with that company anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] From what I'm seeing, it looks like the group is no longer with APL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would definitely, is it pretty easy to get in contact with her? Can you ask her if it is through APL or if it is with another um insurance company?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Um, yeah, let me, um, um, let me try to put you on hold and then I'll call her extension real quick and I can call you, you know, I can, you know, hook up with you again in a second, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Not a problem. Thank you.
[CUSTOMER][NEUTRAL] OK, hold on, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, it's [PII]. No, I tried calling her and she didn't answer at her desk but um all right well I'll just, I'll just ask her when I see her and um well I can call back and can I just speak to anyone or do I ask for you or?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I am putting it in the notes, yes ma'am, that you were checking with your HR department.
[CUSTOMER][NEUTRAL] Just speak to anyone.
[CUSTOMER][NEUTRAL] OK, so it'll be in there.
[CUSTOMER][NEUTRAL] Right, OK, alright, and your name again?
[AGENT][POSITIVE] My name is [PII]. Ms. [PII], it's been such a pleasure to assist you with that eligibility for your policy. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that was it, [PII].
[AGENT][POSITIVE] Oh, thank you for calling APL and I hope you have a lovely afternoon.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.