AccountId: 011433970860
ContactId: 3b203b22-08c2-4293-a226-918e4bf4acd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323399 ms
Total Talk Time (AGENT): 61572 ms
Total Talk Time (CUSTOMER): 155879 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3b203b22-08c2-4293-a226-918e4bf4acd9_20250103T16:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, I just talked to somebody um and I keep getting this number and um I was told to tell you that I am not part of a group plan uh I need the phone number because what what's the name of your company? American something American.
[AGENT][NEUTRAL] OK, let me get your name.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] And what information are you trying to obtain?
[CUSTOMER][NEUTRAL] I have this limited Legion medical insurance that apparently you guys.
[CUSTOMER][NEUTRAL] Um, take care of. I've, I've gone through 4 phone calls now and it keeps giving me your phone number, but you only cover and I'm trying to change my policy and I'm an individual holder. I purchased it 5 years ago online. I'm not part of a group. I need somebody that could help me with a single individual plan at your company.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we do not offer individual policies. They're only group policies.
[CUSTOMER][NEUTRAL] But I keep getting reverted to you.
[AGENT][NEUTRAL] By whom?
[CUSTOMER][NEUTRAL] By um by web TPA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This is a nightmare.
[CUSTOMER][POSITIVE] I've been through 4 phone calls and they keep giving me your number.
[CUSTOMER][NEUTRAL] And I am uh I'm not part of a group plan. I'm an individual person and the website I used to use, it doesn't exist it used.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, um, so.
[AGENT][NEUTRAL] What website was that?
[CUSTOMER][NEUTRAL] It was called [PII].
[CUSTOMER][NEUTRAL] So do you represent Axis or Legion Limited Medical?
[AGENT][NEGATIVE] We do not, we do not give.
[CUSTOMER][NEUTRAL] First house.
[AGENT][NEUTRAL] We, no. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And let's just start walking.
[CUSTOMER][NEUTRAL] It's just fly by night Limited? OK, thank you, thank you.
[AGENT][NEUTRAL] Give me 1 2nd, [PII].
[AGENT][NEUTRAL] And you said the spelling of your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is your social? because I don't show anything under your name.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Try under that.
[CUSTOMER][NEGATIVE] Yeah, I, I've been on 4 phone calls spending 20 minutes and it just is just one big circle loop.
[AGENT][NEUTRAL] And I don't find anything under that Social Security number.
[CUSTOMER][NEUTRAL] OK, I'll have to try uh again maybe on Monday.
[CUSTOMER][NEUTRAL] Maybe I, cause the first person.
[AGENT][NEUTRAL] OK, and the names that you've mentioned, we're not affiliated with any of those entities.
[CUSTOMER][NEUTRAL] Yeah, because it's just like it's just like life insurance. It, you know, years ago I used to be ING life. Then I'm XYZ Life, and I'm ABC Life and it one company keeps buying another one absorbing or whatever and so it's just a bit.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, I see what you're saying.
[AGENT][NEUTRAL] Yeah, if you, if you had a policy with us, we would be able to locate you and especially you said you've had it for about 5 years.
[CUSTOMER][NEGATIVE] Yeah, it's a mess.
[CUSTOMER][NEUTRAL] Yeah, well, for some reason.
[CUSTOMER][NEUTRAL] Yeah, and I did it myself it's, you know, it's just a limited, what would you call it a limited liability policy for health and then, um, isn't that what you guys do for group group groups like limited liability? Do you cover full health or not?
[AGENT][NEUTRAL] It just depends on the, the, the policy and the group and what they select.
[CUSTOMER][NEUTRAL] Alright, I'll have to keep trying on Monday.
[AGENT][NEUTRAL] But I do know, I do know that we do not offer individual policies. They're all group policies.
[CUSTOMER][NEUTRAL] Yeah, so somehow, um, there's somehow your company, your company gets, I keep getting referred to you. I mean, I wouldn't just call this number randomly. OK, thanks for trying. bye.
[AGENT][POSITIVE] Oh, you're welcome, [PII]