AccountId: 011433970860
ContactId: 3a1ed7de-4ff0-4cfb-a28f-fe67f4f3ae1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308899 ms
Total Talk Time (AGENT): 101183 ms
Total Talk Time (CUSTOMER): 111042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3a1ed7de-4ff0-4cfb-a28f-fe67f4f3ae1f_20250416T13:37_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have two questions. One, I need to cancel one of my employees' products that we have currently with you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I was trying to do it online but it keeps giving me an error.
[AGENT][NEUTRAL] OK, um, can I get your name and your group number?
[CUSTOMER][NEUTRAL] Mhm, [PII] group number 25847.
[AGENT][NEUTRAL] OK, and what is a good callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then what is the address of the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have the policy number of the member that you were trying to cancel?
[CUSTOMER][NEUTRAL] Yep, um, it is 231-015-6.
[AGENT][NEUTRAL] OK, and that what was that uh member's name?
[CUSTOMER][NEUTRAL] [PII] for her group accident.
[AGENT][NEUTRAL] Does it have a message that it's giving you or?
[CUSTOMER][NEGATIVE] When I try to cancel it
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, I can go back and see what it was. Hold on.
[CUSTOMER][NEUTRAL] One second there we go.
[CUSTOMER][NEGATIVE] So when I go to her name and then I go to um I can see it in her products when I go to change employee it says oops there's been an error looks like we're experiencing difficulties call our customer service number.
[AGENT][NEUTRAL] OK, it looks like um if you can send an email to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that's where we handle the cancellation request. Um, that way we have it in writing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and just put the same information I gave you her policy number, name, all that.
[AGENT][NEUTRAL] Correct, yes, and that she'd like the the effective date of cancellation, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can you help me with my own personal policy through this?
[AGENT][NEUTRAL] Yeah, absolutely. Uh, let me get back to that screen.
[AGENT][NEUTRAL] And then what is your policy number?
[CUSTOMER][NEUTRAL] So, um, I'll give you the group back in 243-6852.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] On file, I think you'll have [PII].
[AGENT][NEUTRAL] And then what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, what are we checking on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I recently got in a car accident so when I went on to fill out um the forms, it didn't give me like an emergency room spot. I did the thing that they checked me for a concussion and took a CT scan, um, which it looks like they paid for the concussion test, but how do I go about filing for the emergency room visit?
[AGENT][NEUTRAL] Um, let's see, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because it looks like two of my policies have emergency room coverage. I just don't see any when I'm filing a claim online, I don't see anything to do that.
[AGENT][NEUTRAL] Um, so what you can do is you can complete the form or ask for your name, etc. and then attach, um, the claim for the emergency, and then we could get it processed accordingly to the plan.
[CUSTOMER][NEUTRAL] OK, when you say attached the claim for the emergency room, is that my EOB or what do you need for that?
[AGENT][NEUTRAL] So we just need to have something, you know, that has the diagnosis, the um procedure codes that shows that you were in the emergency room and what the diagnosis was. Um, so that could either be an itemized bill, that could be the actual claim from the hospital or ER, um, but again, specifically just looking for that diagnosis code and procedure that shows it was an accident diagnosis along with the, what was, you know, services were rendered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I will try and get all that together and get that to you. Thank you for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.