AccountId: 011433970860
ContactId: 3451cf92-70be-4ccb-b3d2-482c7c3c4897
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815960 ms
Total Talk Time (AGENT): 287250 ms
Total Talk Time (CUSTOMER): 297472 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3451cf92-70be-4ccb-b3d2-482c7c3c4897_20250401T19:11_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][POSITIVE] Hi there [PII] how are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] OK, uh, little confused here. Uh, I, uh, joined with you guys on, uh, [PII] of this year.
[CUSTOMER][NEUTRAL] And um I've been I got in touch with the place uh for a back issue I've been having uh the company is called Atlantic Spine Center, so I gave them all the APL information uh group number, policy number, etc.
[CUSTOMER][NEUTRAL] And they just called me back and said that my policy was terminated on [PII]. So I'm just trying to see what's going on here.
[AGENT][POSITIVE] OK, goodness.
[AGENT][POSITIVE] OK, well, I can, I'm certainly look into it for you. I'm sorry for all the confusion. Um, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. My number is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Uh, so that's the policy slash cert number on the card here.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 02595525
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]. What date do you see?
[AGENT][NEUTRAL] Um, that is the day that I see, uh, January, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, because there was a mix up when I signed up with you guys. They had it as the [PII]. I wanna make sure it was resolved.
[AGENT][NEUTRAL] Hold on one second. No, this is the [PII].
[AGENT][NEUTRAL] No, I'm showing [PII].
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEGATIVE] Oh my [PII], this is supposed to be fixed.
[AGENT][NEUTRAL] But I am
[CUSTOMER][NEUTRAL] My birthday is the [PII].
[AGENT][NEUTRAL] OK, so here's what we need to do.
[AGENT][NEUTRAL] The policy is not active, um, as of, let me see, we received notification.
[AGENT][NEUTRAL] From the group that's policy, looks like [PII].
[AGENT][NEUTRAL] Um, so if this is an error because the policies are through the group, so we can't create them or terminate them without receiving it in writing. So, I can give you the number as well.
[CUSTOMER][NEUTRAL] From who?
[AGENT][NEUTRAL] Who, so it's called Benefits in a card?
[AGENT][NEUTRAL] So I'm getting ready to give you their number. So basically benefits in the card is like the middle man between your provider, or sorry, your employer and us. They have all your enrollment information to help you file claims, make changes to your policies, and then they'll notify us. So they sent us notification on [PII] to terminate the policy. If this is incorrect, I'm gonna give you
[CUSTOMER][NEUTRAL] Terminate the policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh wow, OK, uh, well, it says here on my card effective date [PII], so I just joined you guys. I don't know what the terminations about.
[AGENT][NEUTRAL] I'm going to give you their phone number and transfer you over to a representative so that they can either, if this is incorrect, they can let us know in writing and we'll go ahead and reinstate it to, you know, whichever date they give. If this is correct, then they'll let you know of next steps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have that termination date again, please?
[AGENT][NEUTRAL] Uh-huh, hold on one second.
[AGENT][NEUTRAL] Well, it was never, it, the effective date and the termination date is [PII].
[CUSTOMER][NEUTRAL] But you just set another date March something.
[AGENT][NEUTRAL] That's the date we received the notification to terminate [PII].
[CUSTOMER][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Alright, so hold on.
[CUSTOMER][NEUTRAL] Uh, OK, let me have that phone number and let's see what we can do.
[AGENT][NEUTRAL] Alright, so the phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me try that out and uh.
[CUSTOMER][POSITIVE] Let's see what we, what can happen thank you I appreciate it.
[AGENT][NEUTRAL] You're welcome. Did you want me to go ahead and transfer you over?
[AGENT][NEUTRAL] You know what, let me give you this number. Let me give you this number. This is more, both of them are fine, but I use this number, um, it's kind of more direct. So you can keep the other number, but the number I'm getting ready to call is [PII].
[CUSTOMER][POSITIVE] Oh please do yes thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Direct OK great I appreciate that thank you yeah let's let's try it.
[AGENT][POSITIVE] You're very welcome and thank you so much for calling APL and I hope you have a good day, OK?
[CUSTOMER][POSITIVE] You too dear thanks.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] Thank you for calling Benefits to the card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from APL. How are you?
[CUSTOMER][POSITIVE] Good, thank you. How about you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a member on the other line that needs to speak with you. He, he's saying that his policy is not supposed to be terminated. Um, we did receive notification to terminate back in March. Um, what information do you need from me?
[CUSTOMER][NEUTRAL] Um, I need his first and last name.
[AGENT][NEUTRAL] OK, um, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His first name is [PII], last name [PII]
[CUSTOMER][NEUTRAL] I'm sorry, spell that last name again? [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then their date of birth.
[AGENT][NEUTRAL] Is [PII] in our system though it shows [PII], but he says it's the [PII].
[CUSTOMER][NEUTRAL] OK, um, I do see him in the system, but I see two files for him. Um, is he with Creative Circle or North Staffing?
[AGENT][NEUTRAL] Hold on, let me see who's on here.
[AGENT][NEUTRAL] Um, this one is North Staffing Group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it looks like he is active. He has dental term life vision and the VIP classic plan that covers a flat fee towards the hospital indemnity services. Um, it doesn't cover preventative and it doesn't require network as well. So it looks like he is active. I see that he's been active he has had active coverage since [PII], and he's covered for this week.
[AGENT][NEUTRAL] Yeah, that's what it's supposed to read, but on our, on our side, we received notification on [PII] from the group to lapse the coverage, and he, um, hold on one moment, the, the policy is not active. So if you can just send us over something in writing that this policy is supposed to be active and the effective date because
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so that's, that's something that the main office is gonna have to do, but I will notate it and let them know. Give me one second, um, and then this is APL, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it says on [PII] received lapse policy from Big Auto Report.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK ma'am, so I just double checked and we can send the member a letter of coverage, but the member would have to call and request that because I just got done asking just to make sure but we can definitely send a letter of coverage and that's gonna show what he's currently enrolled and shows proof of the current coverage that he has.
[AGENT][NEUTRAL] OK, but what can you send to APL to reinstate the policy? Because from the notification we received, it was terminated. The policy is no longer active on our end.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he was on the other line, but he just hung up.
[CUSTOMER][NEUTRAL] Because by my end.
[CUSTOMER][NEGATIVE] Yeah, because on my end I don't see nothing saying that he was that coverage ever ended so I'm not sure why you guys even got that so I did just get done in for me and they did tell me that's something that the member would have to ask because I was gonna request that for you guys, but they told me apparently that's something that we would have to send the member.
[AGENT][NEUTRAL] But there's no
[CUSTOMER][NEUTRAL] And he could provide that to APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, I get what you're saying. You're asking me to send you evidence. Like, I get what you're saying, but I'm just informing you what I got.
[AGENT][NEUTRAL] Because our policies come from the employer.
[AGENT][POSITIVE] Benefits in the card in this case, like if they wanted to
[CUSTOMER][NEUTRAL] OK, yes, so I'm gonna, yes, I, I'm gonna inform the main office um regarding this because I can't really send you something if I'm not sure if I'm allowed to. That's why I just got done asking um I am gonna request that for the member as well.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] But a coverage letter.
[CUSTOMER][NEUTRAL] Um, and then I'll let the main office know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll inform the main office.
[AGENT][NEUTRAL] The member has hung up at this point. I'll go ahead and note the policy, um, but we're gonna need to receive something from benefits in the car, like we received the lapse report, we're gonna need something to say this policy should be active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I understand. That's why I said I was gonna reach to the main office.
[AGENT][NEUTRAL] Um, so I'll go ahead and note it.
[AGENT][NEUTRAL] OK. Uh, well, the member is no longer on the phone, so I'll go ahead and note it and give him a call back and update him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, yeah, I understand.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.