AccountId: 011433970860
ContactId: 2e15bddf-fa02-4cec-8f27-ebfb1b66f7a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615299 ms
Total Talk Time (AGENT): 164216 ms
Total Talk Time (CUSTOMER): 263489 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2e15bddf-fa02-4cec-8f27-ebfb1b66f7a0_20241230T17:03_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh yes ma'am. Hi. I've been trying since like day before yesterday to file a claim online. Y'all still having issues. It says I'm making an error.
[AGENT][NEUTRAL] Um, I can check and see why you're getting that message. What is the policy number?
[CUSTOMER][NEUTRAL] OK, let me get back to that. I didn't want to click on anything else. Um, OK, so my policy number it goes up to the top here. Uh, policy number is 2491342.
[CUSTOMER][NEUTRAL] And it looks like the claim I filed for myself is has gone through with a wellness claim, but the one that I'm trying to do for my spouse keeps kicking back and saying.
[CUSTOMER][NEGATIVE] There's an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Sure, [PII], and it's [PII].
[AGENT][NEUTRAL] Mm thank you. And I need the mailing address, email address, and a callback number for verification.
[CUSTOMER][NEUTRAL] OK, sure. Um, the mailing address is [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and it looks like we have our [PII]. Is that OK?
[CUSTOMER][NEUTRAL] Oh, [PII]? Yeah, that's my work email. I'm sorry, OK.
[AGENT][NEUTRAL] Yes, OK, this is.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. I'm, I'm just searching the policy and see what's going on. And you said the claim is for your spouse?
[CUSTOMER][NEUTRAL] Yeah, the one that doesn't look like it went through, um, there's one I'm on the website right now, one that says, um, that it shows received actually there are two that show received, but they both show under my name so I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, and one of them, let's see, yeah, and then it also shows that I put a claim in under group hospital indemnity, but I didn't need to do that if I did.
[CUSTOMER][NEUTRAL] Do you want the claim number that's showing on here?
[AGENT][NEUTRAL] Mm, no, it's fine.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, all the policies is supposed to be couples policy?
[CUSTOMER][NEUTRAL] Yeah, all the policies are for both of us, mhm.
[AGENT][NEUTRAL] Let me check with customer service and see what's going on, but yeah, the reason it's not taking it is more than likely because I don't see your spouse's name on the cancer policy. And so let me just go, yeah, yeah, I only see it on the hospital indemnity. So let me just go ahead and check and see what happened with that, OK? Let me get customer service on the line. You're welcome. Sure, one moment.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] On the Ks policy?
[CUSTOMER][NEUTRAL] No. hm.
[CUSTOMER][POSITIVE] OK, thank you. Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, um, I have a question. I have a member on the line that she has a, um, she has 3 policies with us, and it looks like she is, um, in one, the hospital indemnity is a couple's policy, but the other two is an individual, and she said that it's supposed to be a couple's policy altogether, all of them. So I don't know if you can check on that for me and see if we need to do anything or what can we do to have this fixed. Um, the policy number.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] The policy number I got is 2491412.
[CUSTOMER][NEUTRAL] Yeah, you
[CUSTOMER][NEUTRAL] Alright, the hospital indemnia is the one for a couple and the rest should be as well. OK, um, so she with the group and since, um, the policy is issued through the employer, she needs to reach out to her HR department for this changes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um, in our records, in our end, is it supposed to be individual or is it in because sometimes you know it could be an error from us. So, um, is it supposed to be individual or it's supposed to be, uh, couples?
[CUSTOMER][NEUTRAL] I would have to look to um her documents we received. Let me see if we have any.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because sometimes it's the group who processes it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it, sometimes they do that and they really and we don't have any record from them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, let me look into if we have anything.
[CUSTOMER][NEUTRAL] We received a portability letter for her cancer policy.
[CUSTOMER][NEUTRAL] I'm not sure if she's um still already with the group or not.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. I can go ahead and take her.
[AGENT][NEUTRAL] OK. All right, um, yeah, let me go ahead and transfer her over. I did verify all the information. The callback number is the same one in the system, OK?
[CUSTOMER][POSITIVE] All right, got it thank you.
[AGENT][POSITIVE] You're welcome. Here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you from here. She's in the customer service department.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, um, can you verify while I have you though that the claim went through for myself and just tell me how long those usually take to process?
[AGENT][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The normal processing time is 7 to 10 business days for any claim. Um, and let me check and see if I can.
[AGENT][NEUTRAL] Yes, I do have the one that is under your name. Mhm.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, hi.
[CUSTOMER][NEUTRAL] Hello, um, um, this is a
[CUSTOMER][NEUTRAL] In customer service. I was just looking through um your policies and I was advised that um two of the three policies should be, should have been issued as a couple coverage. Is that correct? Every, every one of them should be coupled. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Yes, and we only have one in record as a couple. Um, I was flipping through our our files just in case to um make sure that we didn't miss to enroll your husband, um, but I see that you already ported your um.
[CUSTOMER][NEUTRAL] Your policies, is that correct? No. No, that's not correct at all. I'm still working for Louisiana Citizens. OK.
[CUSTOMER][NEUTRAL] Because maybe I found um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, uh, the correspondence that I found it was for another policy.
[CUSTOMER][NEUTRAL] My apologies for that. Um, so you're still with your group. Uh, so what I would advise, since we don't have any record of, of an application or anything from you that it could have been, uh, an error that on our end, um, I would recommend you to reach out to your HR department uh so they can get, um, send us an email.