AccountId: 011433970860
ContactId: 3f20d24a-4f0b-48f0-b266-ba626230b5c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208550 ms
Total Talk Time (AGENT): 88724 ms
Total Talk Time (CUSTOMER): 99691 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/3f20d24a-4f0b-48f0-b266-ba626230b5c1_20250212T21:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I got a, a thing in the mail saying that I was a part of this American Public Life Insurance company. Um, I don't know what this is regarding, so I was calling to see what was going on with this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, is there a policy number on the document that you have?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I don't see, oh, I see one, yes. Uh 02587949.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth, your um mailing address and email address please.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII] with the zip code [PII], and email address is [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] So this policy is a limited hospital indemnity policy um that became effective November, I'm sorry, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The policy covers like hospital admissions. Um, there is an intensive care benefit under this policy. Um, there is an emergency room benefit, um, an urgent care benefit. Um, if you had to report to your primary care, there's a benefit for that or specialist. Um, it covers treatment.
[CUSTOMER][NEUTRAL] Um, my, my question isn't, isn't about what it's covering. My question isn't about, my question is how this came about because I don't remember.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEGATIVE] Uh, opting in this, to be honest, I had a job briefly that lasted literally one day and then the contract fell through, so I never got paid for that job, and I think that this connected to that company which I no longer work for because of that. The company is ATC.
[AGENT][NEUTRAL] What's the name of the company?
[CUSTOMER][NEUTRAL] It's like a nurse staffing company?
[AGENT][NEUTRAL] Services
[AGENT][NEUTRAL] Mhm yeah so this is through that employer group so if you're no longer there then we should be receiving notification from them to turn the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, got you. I mean, I don't know if they're doing that, but I can give you the notification now because like I said, I worked for them for one day and never got paid for it because the contract fell through so I've never.
[CUSTOMER][NEUTRAL] Been a paid employee through that company.
[AGENT][NEUTRAL] Mhm. Yeah, since it's a group policy, they'll have to send us the request. You can't term it. The group will have to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Am I paying for this in any way if like let's say they drag their feet and not doing it. Am I paying for this?
[AGENT][NEUTRAL] Uh, that's a question you need to ask the, the group.
[AGENT][NEUTRAL] Um, since it's a group policy, usually they send the premium in us for in for covered employees or eligible employees, so that's a question that you can discuss with them.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] All [PII]. Anything else? You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] Have a good, you too. Bye-bye.