AccountId: 011433970860
ContactId: 44ccbdc9-507b-4d82-bd1d-6edcc897eee3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1792030 ms
Total Talk Time (AGENT): 418660 ms
Total Talk Time (CUSTOMER): 504631 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/44ccbdc9-507b-4d82-bd1d-6edcc897eee3_20250204T21:40_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][NEUTRAL] Um, yes, this is [PII] calling, and I was calling because, well, for one, I tried to like go online and create an account and everything, and it was not recognizing my information.
[CUSTOMER][NEUTRAL] And then for 2 I'm trying to find out how to file a claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with both the online service center, sign up and filing a claim. And [PII], may I have a good contact number in case we're disconnected and then um your policy number?
[CUSTOMER][NEUTRAL] Yep, it is my contact number is [PII].
[CUSTOMER][NEUTRAL] Mm, and I'm trying to find my.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] To do.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I don't know if I've ever gotten my policy number.
[AGENT][NEUTRAL] OK, well, I can um search it with your social if you like.
[CUSTOMER][NEUTRAL] Yep, that's fine. It's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here, um, but anytime you get that error on the, well, you won't get it after today, but that's just saying something in our system isn't matching what you're inputting, so I just have to figure out what it is and correct it on my side, so it'll work for you on your side.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I'm just waiting for it, here it goes.
[AGENT][NEUTRAL] And just to make sure I have it right, you said [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Um, let me try it with your last name. Sometimes they don't come over with the social, maybe that's what's happening. Can you spell your last name for me?
[CUSTOMER][NEUTRAL] Yep, it is [PII]. It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] TA OK.
[AGENT][NEUTRAL] Wait, so I'm not showing a policy. Is it under your name or would it be like a spouse or you are the policyholder?
[CUSTOMER][NEUTRAL] No, I am the policy holder.
[AGENT][NEUTRAL] Who's your employer? Let me try under the group.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Ameriprise Financial.
[AGENT][NEUTRAL] A M E R I P R I S E or Z E?
[CUSTOMER][NEUTRAL] SE
[AGENT][NEUTRAL] You said Ameriprise Financial.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if it's under here.
[AGENT][NEUTRAL] Mm mm. OK.
[AGENT][NEUTRAL] So the only thing that we can do in this
[CUSTOMER][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] Well, say that one more time.
[CUSTOMER][NEUTRAL] So I had to sign up through financial advisor benefits so I don't know if that makes any difference.
[AGENT][NEUTRAL] Wait, you signed up through who? Can you say that name again?
[CUSTOMER][NEUTRAL] Financial adviser benefits.
[AGENT][NEUTRAL] Did they give you a member ID or anything?
[CUSTOMER][NEUTRAL] Not for the accident, like I got uh stuff for my dental and my vision, but I, like all I got was like the policy information or like the policy summary and stuff, but like I have the form right here in front of me that I signed up for the benefits.
[AGENT][NEUTRAL] OK, I'm just trying to locate the policy. It sounds like it may have been through Business Workers of America and they usually give member ID numbers, um.
[AGENT][NEUTRAL] Let me see if there's anything. Do you see any type of policy number or member, any type of number I can use? I'm getting ready to give them a call.
[CUSTOMER][NEGATIVE] No, like I did not get anything on the accident insurance information. I got for disability and term life, I got for the dental and vision, but nothing for the accident part.
[AGENT][NEUTRAL] OK, what do you have for the disability in the term life? Is that through APL as well?
[CUSTOMER][NEUTRAL] Um, yeah, but it says that it's through the standard insurance company.
[CUSTOMER][NEUTRAL] For the term or the disability and.
[CUSTOMER][NEUTRAL] Short-term disability and long-term disability insurance.
[AGENT][NEUTRAL] What type of policy number do they have for the short term or the dental or member ID?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's not.
[AGENT][NEUTRAL] Is there any phone number on there?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah there's a customer service number.
[AGENT][NEUTRAL] What phone number is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, I'm gonna reach out to my team. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yep, that's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Financial Advisor Benefits. This call may be recorded for.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thanks for holding. So I'm gonna try to give this customer service number a call to see if I can get some more information, um.
[AGENT][NEUTRAL] Because without seeing you in our system and then they didn't give any member ID numbers or anything, uh.
[AGENT][NEUTRAL] I'm just gonna see what they can give us, um, so that I can either they to see if either I can pull something up here or to see if we need to figure out who this is. Um, so I'm just gonna call them on the other line so you can hear too, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] Thank you for calling Financial Advisor Benefits. This call may be recorded for quality and training purposes. Please listen closely as our menu options have changed. If you know your party's 3 digit extension, please dial it now. If you are a current client, please press 1. For all other calls, please press 2.
[CUSTOMER][NEUTRAL] For customer service, please press one. For billing, all representatives are currently assisting other clients. Please hold for the next available representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All representatives are currently assisting other clients. If you would like to leave a voicemail instead of continuing to hold, please press 1.
[CUSTOMER][NEUTRAL] Otherwise please stay on the line and the next available representative will be with.
[CUSTOMER][POSITIVE] Thank you for calling this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling from American Public Life. I need some help with an insured.
[AGENT][NEUTRAL] Um, the, the insured, the insured is on the line as well. Um, but we're, we're trying to get some policy information. She doesn't, she wasn't given any ID cards or anything, so I'm just trying to help her so that we can
[CUSTOMER][NEUTRAL] OK, and um,
[AGENT][NEUTRAL] Get her either enrolled, she, she, when I looked up in our system, um.
[AGENT][NEUTRAL] She didn't have any policies with us. I'm trying to get some more information.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So what is the first and last name again?
[AGENT][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, last name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I, I got her and.
[CUSTOMER][NEUTRAL] You just need to know what premium she has.
[AGENT][NEUTRAL] Well, is it, is it just a fact like a case of you guys just haven't sent it over to us yet or like we need more information about her policy?
[CUSTOMER][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] Cause it's not here with APL yet.
[CUSTOMER][NEUTRAL] Oh, it's not there yet? OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So you just haven't like got the like the welcome letter like the information at all anything like that so far?
[AGENT][NEUTRAL] Well, no, she's not even like when, OK, so she was calling because she couldn't get into our online service center um and she needs to file a claim. So in trying to find her policy, we found that there was no policy with us yet. We searched with her, I searched with her social, her first and last name, um, there was nothing here. So do you have like, like is it in process of being sent here or we're just trying to figure out what's going on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah my effective date was [PII] so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yeah, like you guys should already have it.
[CUSTOMER][NEUTRAL] OK, OK, yeah, um.
[CUSTOMER][NEUTRAL] Let me go pull that up. Uh, can I put you on a quick hold for one second?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hey, are you still there?
[AGENT][POSITIVE] Yes, we're here.
[CUSTOMER][NEUTRAL] Yep. OK, good. um, it says here like you should have gotten everything like the welcome letter, the coverage letter, um.
[CUSTOMER][NEUTRAL] All sent to you on.
[CUSTOMER][NEUTRAL] Uh, [PII], it looks like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It looks like there's the
[CUSTOMER][NEUTRAL] The group disability and
[CUSTOMER][NEUTRAL] The group life with self and child and like the dental.
[CUSTOMER][NEUTRAL] Enhanced and division.
[AGENT][NEUTRAL] Is it with American Public Life or is it with another insurance carrier? Because if we're talking about, I didn't know we're talking about December now. If we're talking about December, we should have definitely received, she should be in our system.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So, is it another insurance company or like who, who are the plans with? What insurance provider?
[CUSTOMER][NEUTRAL] It's with the standard.
[AGENT][NEUTRAL] What does that mean? What is the name of the insurance company?
[AGENT][NEUTRAL] There's like you're saying the insurance is standard insurance like my company's name is American Public Life, who is the insurance carrier. So,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Who's the insurance carrier for her policies?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] So everything else is under like the carrier standard, but the everything else um the accidental plan is APL.
[CUSTOMER][NEUTRAL] Which is uh the American Life.
[AGENT][NEUTRAL] American Life or what's the policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] Because I need the policy number and the I need the policy numbers for each policy that she has, the short-term disability, the dental and the term life, and I need to know the insurance carrier like American Public Life, uh American Fidelity, like who is servicing this and then
[AGENT][NEUTRAL] If we can't figure that out, then
[AGENT][NEUTRAL] Ms. [PII] is gonna have to.
[AGENT][NEUTRAL] Figure out where to um figure out how to. Has any premiums or anything been taken, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So [PII], can you provide me with the policy numbers for each policy that she has and the insurance that provides it?
[AGENT][NEUTRAL] And if it should truly be AP American Public Life.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] Yeah, I'm trying to pull that up right now and look through.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, the
[CUSTOMER][NEUTRAL] The policy number is 18126.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] and each the.
[CUSTOMER][NEUTRAL] The group disability, the life, and dental and vision are all with the, the stand or the carrier standard.
[CUSTOMER][NEUTRAL] And the accidental plan is APL.
[AGENT][NEUTRAL] You said the carrier is standard and then
[AGENT][NEUTRAL] What is APL?
[CUSTOMER][NEUTRAL] The APL is the accidental, is the accidental plan with self and child.
[AGENT][POSITIVE] So all I'm sorry.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] But you're fine.
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Yes, the, the APL.
[CUSTOMER][POSITIVE] Uh, for, I'm so sorry, I apologize, the AP.
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEUTRAL] Yeah, the accidental plan.
[CUSTOMER][NEUTRAL] Uh, the carrier is LAAPL and that policy number is 18126.
[AGENT][NEUTRAL] So all 4 policies have the same policy number?
[AGENT][NEUTRAL] Of 18126.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I missed
[CUSTOMER][NEUTRAL] I haven't, um,
[CUSTOMER][NEUTRAL] So I, I've, I've been told differently. Uh, I, I apologize. So,
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Accidental plan is that's the policy number for that is 18126, but all the other ones have different policy numbers and um
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Would
[CUSTOMER][NEUTRAL] We can um
[CUSTOMER][NEUTRAL] Email you those policy numbers follow the policy.
[CUSTOMER][NEUTRAL] Um, all the policy numbers.
[CUSTOMER][NEUTRAL] And they should have the policy numbers on them.
[AGENT][NEUTRAL] So, for, um, so for the policy number 18126, you said you can email us. Can you just give me the policy numbers over the phone so she can have them?
[AGENT][NEUTRAL] Or you have to email it?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm trying to access them right now real quick.
[CUSTOMER][NEUTRAL] Let's see. Actually, can I
[CUSTOMER][POSITIVE] Put you on another short hold real quick so I can find each individual one. OK, thank you.
[AGENT][POSITIVE] Yes, that's totally fine.
[AGENT][POSITIVE] Sure. You're welcome.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Hi, I'm so sorry about that. Um, I finally have all of the group policy numbers, um.
[CUSTOMER][NEUTRAL] So the group long term disability number um.
[CUSTOMER][NEUTRAL] Are you still with me?
[AGENT][NEUTRAL] Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] Hello? 00, OK, great, thank you. Um, that number is 649-7.
[CUSTOMER][NEUTRAL] 32C
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] And um oh, sorry.
[AGENT][NEUTRAL] It's OK. You said that was for long term?
[CUSTOMER][POSITIVE] Yes ma'am, that was for the long term.
[AGENT][NEUTRAL] And APL provides that long-term insurance?
[CUSTOMER][NEUTRAL] Uh, the standard in, uh, provides that.
[CUSTOMER][NEUTRAL] OK, I am just concerned about the accident. That's it, accident insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The accident that is through.
[CUSTOMER][NEUTRAL] A A APL.
[CUSTOMER][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] That policy number is 18126.
[CUSTOMER][NEUTRAL] And why can they not pull that up?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I
[AGENT][NEUTRAL] So I'm not sure why we can't pull this up, but um,
[AGENT][NEUTRAL] Because we don't have an enrollment for you. This is what I'm gonna do. I'm gonna speak to my supervisor about this so that we can, um, I'm gonna escalate it to my supervisor so that we can handle it on our end, but, um, [PII],
[AGENT][NEUTRAL] The best thing to do is going to be, did you ever reach out to your employer or only financial advisor benefits gave the provided the policies to you?
[CUSTOMER][NEGATIVE] Yeah, just financial advisers like I mean I know that they've already billed my employer for the premiums because that's coming out of my paycheck.
[AGENT][NEUTRAL] OK, hold on one moment for me, OK?
[CUSTOMER][NEGATIVE] I don't have time for this, you guys, I guess I'll figure it out.
[AGENT][NEUTRAL] I have my supervisor waiting to speak to you. Do you want me to have her give you a call back?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, I think she ended the line. I have my supervisor reach out to her. Thank you, [PII].
[CUSTOMER][POSITIVE] Uh thank you. I'm, I'm sorry. I, I apologize again for the inconvenience.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] It's all right. Um, have a good day, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Good one. Bye.