AccountId: 011433970860
ContactId: 50e14f40-1c4c-4828-a8a3-31ceb63196b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241600 ms
Total Talk Time (AGENT): 75921 ms
Total Talk Time (CUSTOMER): 119779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/50e14f40-1c4c-4828-a8a3-31ceb63196b7_20250206T21:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am good. I have a quick question. Would you know anything about a group change effective [PII] for Dream life recovery?
[CUSTOMER][NEUTRAL] She's she's questioning if the policy is scheduled to change on [PII] with her benefits go into effect? Do we go back and reprocess claims? I've never heard of this, but I don't know.
[AGENT][NEUTRAL] Mm, OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have a policy number of 246.
[CUSTOMER][NEUTRAL] 1873.
[CUSTOMER][NEUTRAL] But she was told the group would go to a different deductible effect of 11.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1873.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's Middle.
[CUSTOMER][NEUTRAL] I didn't see anything in my notes, so I'm like, let me check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wonder if we've received something we haven't gotten it done yet or.
[CUSTOMER][NEUTRAL] She said she spoke with her agent who had to reach out to another agent and said, we have it, and it's supposed to go into effect [PII], which changes her deductible.
[CUSTOMER][NEUTRAL] So basically she's saying right now her benefit cap is 3000 but it's supposed to go up to 5000.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] OK. Let me
[AGENT][NEUTRAL] Let me look somewhere else.
[AGENT][NEUTRAL] Like.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, [PII] was their open enrollment, but uh.
[AGENT][NEUTRAL] Until it's been changed. I don't, I don't know what to tell her.
[CUSTOMER][NEUTRAL] And that's what I was looking at cause normally I do see notes from you guys, but I'm not seeing anything. So I'll just tell her to check with her HR or her broker.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me check one more thing not to if I thought well maybe they, it would be a new policy and maybe they just forgot to lapse the old policy, but now there's not another one out there.
[CUSTOMER][NEUTRAL] And that's, I did that as well thinking oh maybe she got them confused, but no, she said last year, then she said open enrollment this year and it was supposed to be changing amounts. [PII], but we're still at 3000, so she knows what she's looking at, but I just did not know, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah and
[AGENT][NEUTRAL] She's right, but um I don't know if we've gotten anything or not. That's that's the problem with we we get it in a a dashboard now so I can't see what anybody else has. I can only see what I have.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Yeah, let me see if maybe it might possibly be in there.
[AGENT][NEUTRAL] Let's see, policy number 2461873.
[CUSTOMER][NEUTRAL] Now what you're looking at.
[AGENT][NEUTRAL] No, it's not in mine so.
[CUSTOMER][NEUTRAL] We don't have that right?
[AGENT][NEUTRAL] Right now.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. Well, I'll tell her to check back with her agent because I'm not seeing anything as far as
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her deductible plan changes going into effect.
[AGENT][NEUTRAL] All right. OK.
[CUSTOMER][POSITIVE] I appreciate you thank you.
[AGENT][POSITIVE] All right. Well, thank you. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.
[AGENT][NEUTRAL] Money. I'm sorry.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.