AccountId: 011433970860
ContactId: 32a13ef0-966c-4259-8b85-4760207ea1da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 841380 ms
Total Talk Time (AGENT): 427456 ms
Total Talk Time (CUSTOMER): 366048 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/32a13ef0-966c-4259-8b85-4760207ea1da_20250306T23:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm trying to figure out, I called earlier because I need to get my ID cards and then after going through all the prompts, it turns out that I don't even have a policy with APL, but I'm looking at my ADP. I'm looking at my ADP and I've been paying for.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Uh, gap coverage through you guys since the beginning of when I signed up with my company, so I'm very, I, I'm confused.
[AGENT][NEUTRAL] OK, um, were you trying to create an account online, [PII]?
[CUSTOMER][NEUTRAL] No, I just want my ID cards cause we need to show my wife is about to give birth and we need to show the hospital that, that we have the medical.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, well, let's do this, um, first off, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and I'm assuming you don't have a policy number?
[CUSTOMER][NEGATIVE] No, they never gave us anything after we signed up for our benefits through United.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let's try I could start using your social.
[CUSTOMER][NEUTRAL] Yeah, that's what they did, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so earlier when you called they tried searching with your social they were unable to find you in our system?
[CUSTOMER][NEUTRAL] Yeah, and it uh and according to um my job and through ADP, the medical gap based option $3000 effective [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was your last name [PII]?
[CUSTOMER][NEUTRAL] A custodio.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I believe I found you. um, what was your, can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then if I could, can I get your uh mailing address please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, perfect. Last thing I need is the email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, I appreciate you verifying all that information. So you did have a policy with us. I'm showing that this policy terminated [PII] and I'm trying to see if you have, you don't have another one that's active with us. Give me just a moment, let me look at who.
[CUSTOMER][NEUTRAL] You said I do have one active in [PII]?
[AGENT][NEUTRAL] No, no, you did have a policy that was active with us but it terminated in uh [PII], and I don't see any other active policies so in let me see if your employer might have stopped with.
[AGENT][NEUTRAL] APL, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Possibly
[CUSTOMER][NEUTRAL] I have to go with that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bear with me just a moment [PII] I'm just gonna see if your group um is still active at all or if they might have just dropped um APL.
[CUSTOMER][NEUTRAL] Well, that's the thing. When I go to additional details in ADP where it shows me what I have, it's PL 3000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] The app claim form for APL PDF like it gives me all the information, just not my cards.
[AGENT][NEUTRAL] OK, I would get with your employer um because again from what we have it's been.
[AGENT][NEUTRAL] Terminated since uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It says here's.
[AGENT][NEUTRAL] Yeah, [PII]. Uh huh.
[CUSTOMER][NEGATIVE] Yeah, it says effective [PII]. That's why it doesn't make any sense, um.
[AGENT][NEUTRAL] That is very strange, um, you know, unless.
[AGENT][NEUTRAL] I'm gonna try something because I'm wondering if I mean it's very possible that there's information that's been input uh in our system incorrectly so I'm just going to look at OK you're still with the same employer right?
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK, OK, so I'm going to look.
[AGENT][NEUTRAL] And see if we might.
[AGENT][NEUTRAL] This video, no, I don't see you active.
[CUSTOMER][NEGATIVE] God, give me my wife is due next week Tuesday. This makes no fucking sense, bro.
[AGENT][POSITIVE] Oh my gosh, I'm so sorry that is so stressful um just as soon as you're able to because I don't see you listed active under this group but the group itself is still active so I would give them a call as soon as you're able to um HR department and touch base with them they'll be able to get you in touch with um if they don't have an answer for you with uh their agent whoever is you know the one that works with APL.
[AGENT][NEUTRAL] Um, and if there's any information that's incorrect, um, then they'll be able to let you know that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, the only thing, the only thing, that's the thing, I, I, this isn't the first time I've used APL. I, I used it for my last, uh, kid last year, and so I left [PII] Case, um, for 5 months and I came back in Sep I came back to work for them and then, um, the policy and then obviously our benefits came up, you know, to, to enroll and that's when I enrolled again after I came back, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know that that does anything, but cause I left him I, I left it.
[AGENT][NEUTRAL] It might have the very well could have been some sort of mistake. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, cause I left in February and I came back in September and then I re-enrolled in all my benefits through the company in November.
[AGENT][NEUTRAL] So it in that case it looks like something didn't quite make it to us.
[CUSTOMER][NEUTRAL] So that's why I like like we like we enrolled in September, I mean.
[CUSTOMER][NEUTRAL] Yeah, we enrolled into so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you know what [PII].
[CUSTOMER][NEGATIVE] And I've been, and then, and I'm, I'm looking at my pay stubs and I've been, they've been taking money out like I'm looking at my plan right now, you know, they charge me $50 a month or $50 every paycheck for this so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So this is the only other thing I can do for you at the moment if you don't mind if you have the time um I can put you on a brief hold and try to reach out to another department uh just to see if they might know um anything regarding this and what we might be able to do to help.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I have the time, definitely.
[AGENT][NEUTRAL] OK, OK, so I'm just gonna put you on a brief hold I'll get right back with you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine how are you?
[AGENT][NEUTRAL] Doing all right thank you um I'm not quite sure if this is something you can help me with or not um I've got an insured on the line um and his wife is about to give birth and he's having trouble finding his, uh, you just needed his policy number ID cards. I'm I found him in our system, but it shows that it terminated, uh, [PII]. He said that he, uh, left the company. It's with uh Rick Case Enterprises, and then he came back and he re-enrolled in September.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, and he's showing that, uh, on his ADP app that it's through APL he's see the money taken out. I can't find him anywhere. I don't see an active policy at all. I tried looking in the group, um, to see if maybe the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's his group, you know what the group number is?
[AGENT][NEUTRAL] Yes, yes, um, well, for the old, uh, policy it's uh 15391.
[CUSTOMER][NEUTRAL] 5391 OK hang on just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that who he's still supposed to be with the 15391? OK, all right.
[AGENT][NEUTRAL] Yes, yes, well, unless it's a different, I mean the group is still active.
[CUSTOMER][NEUTRAL] OK, let me just, let me pull it up real quick. Uh, what is his last name?
[AGENT][NEUTRAL] It is [PII], um, so it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Studio. So he left [PII], is that what you're showing? OK. And he's saying that he so he left and he came to this. When did he come back?
[AGENT][NEUTRAL] Yeah, yes, um, and a.
[AGENT][NEUTRAL] He said in September, but according to what he has on his ADP, uh, that is new policy with APL um was effective, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me look at that. Hang on just one second. So he may have lapsed and covered, so he left. OK, give me back. Let me look under the active part. Give me just one second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so no, we don't have him in there. So, so he left, so he's saying he should be reactivated. Does he have a policy number for the November? Did he give, OK, yeah, I was gonna say there's nothing out here. OK.
[AGENT][NEUTRAL] No, no, he doesn't have anything but what he's seeing on his ADP app.
[CUSTOMER][NEUTRAL] Got you. So on him, he's showing he should have coverage with APL, another insurance company, um, on November. OK, OK, so I would get his contact number. We need to, so if he's got an ATP ADP issue then we need to check with the enrollment team to see if we got an enrollment that came in for him.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I was thinking because it sounds like something just kind of skipped.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'd probably be checking with [PII] or [PII] over on the on the ADP team, and they can look at the file feed and see if they have anything for him.
[CUSTOMER][NEUTRAL] And if they don't, then.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Who was it? I'm sorry, could you give me those names again?
[CUSTOMER][NEUTRAL] OK got you that.
[CUSTOMER][NEUTRAL] Yeah, it's um [PII] I was trying to see if any of them and [PII]. What if I don't know [PII]'s last name is. I think they're probably both gone for the day. Is he on the phone?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, he's on the phone right now.
[CUSTOMER][NEUTRAL] OK, OK. Hang on just a second.
[CUSTOMER][NEUTRAL] We won't be able to answer this question tonight we're gonna have to do some research, um.
[AGENT][NEGATIVE] I didn't think so, but I felt bad. I mean, I was just gonna say that he should get with his HR, but, you know, with his wife about to give birth, he's stressing. I wanted to see what we could do something.
[CUSTOMER][POSITIVE] Oh yeah, for sure.
[CUSTOMER][NEUTRAL] I mean, I would, I mean, yeah, that's probably something so I need to check with them too to make sure everything was, you know, enrolled properly, but [PII], she, her and [PII] are the ones that do that either the file feeds. Let me just look at this group really quick. Let me look at one other thing with this group. Yeah, it is a file feed. So yes, I would ask them, let's see, I wanna look at what, yeah, so it's active, it's not in renewal holds or anything like that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Car.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I would have them look at the file feed, tell him that we need to do some research, get with our department that, you know, manages the file feeds and get back with him tomorrow. They'll get back to you really quick just, um, I would just email them or whatever you need to do just say that, yeah, this guy's saying that he left on [PII] and we show he lapsed, but he's saying he should have been reinstated in November or whatever I think, yeah, and we're not showing that and he should have an ADP showing that it's weird. I didn't know if you could see your own ADP stuff, so yeah, that's what I would do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Send him an email OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I know that's the first I've heard that. OK, I sure appreciate all your help. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Yeah, no problem. Have a good day. You too. Bye-bye.
[AGENT][POSITIVE] All right thanks have a good night bye bye.
[AGENT][POSITIVE] OK, [PII], I really appreciate your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I did touch base with our um broker resource department essentially they're the ones who uh work with the groups and I explained the whole situation to her and she's kind of thinking the same as me where it sounds like something was input incorrectly or maybe skipped um so what I'm going to do I probably won't be able to get an answer for you tonight as I think that the people that I need to contact are gone for the day um but I am going to uh have them contact me as soon as they're able to tomorrow.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, with your information you'll either be hearing back from me or from one of them, um, with an answer for you as to and we'll get it figured out for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what number will appear on my phone that way I answer?
[CUSTOMER][NEUTRAL] What area code.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It might be a [PII] number, um, but it depends if it's coming from one of our individual lines. Let me see, that's a good question. I don't think I've been asked that before, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I tend not to pick up numbers I don't recognize.
[AGENT][NEUTRAL] I understand um.
[AGENT][NEUTRAL] That's a very good question. I'm not quite sure. Let's see.
[AGENT][NEUTRAL] So mine, if it were to come from me, um, it could very well be the [PII]. Um my area code is [PII] from my phone, my individual phone. Most of the others are like [PII], um, as an area code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] But I can also, um,
[AGENT][NEUTRAL] Let's see what I've got. I've got the um.
[AGENT][NEUTRAL] Your email as well, so, uh, this Gmail account I've got the A Casidio 1141, um, so if you'd prefer we can email you instead.
[AGENT][NEUTRAL] I mean of course if we're unable to reach you we'll still leave a voicemail um but that way you know.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] It's completely up to you whatever.
[CUSTOMER][NEUTRAL] Yeah, if you guys leave a voicemail, if I don't answer, I'll I'll, I'll definitely answer back, um.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And of course whoever is trying to contact you will leave you their name and you should be able to get back with them all right um but I'm sorry there's not more I could do for you tonight but I promise we'll get it taken care of as quickly as we can.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, no. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good night. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.