AccountId: 011433970860
ContactId: 55d8938a-e8f2-43dd-8be6-25e0bfa70b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 958840 ms
Total Talk Time (AGENT): 420206 ms
Total Talk Time (CUSTOMER): 235232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/55d8938a-e8f2-43dd-8be6-25e0bfa70b26_20250303T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. Excuse me. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? My name is [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] And I'm trying to follow my children's awareness, um, to get the awareness check from their um their doctor visit, but every time I do, I do it, it keeps sending me saying it's a oops.
[AGENT][NEUTRAL] OK, so you're not able, are you not able to um.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Are you not able to access the OSC or you're working in the OSC um your online service center account and you're getting uh a message, is that correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. So can you provide me with your policy number, sir?
[CUSTOMER][NEUTRAL] I don't have it. I'll give you my social.
[AGENT][POSITIVE] OK. I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull that information up.
[AGENT][NEUTRAL] And we will do a quick verification.
[AGENT][NEUTRAL] It will take just a moment for it to search.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] [PII] tomorrow.
[AGENT][NEUTRAL] Alright, thank you. I'm sorry, may I have your name again?
[CUSTOMER][NEUTRAL] For on.
[AGENT][POSITIVE] Thank you. And Mr. [PII], was this on your, uh, let's see.
[AGENT][NEUTRAL] Are you trying to file this on your major medical?
[CUSTOMER][NEUTRAL] Um, it's for my daughters.
[CUSTOMER][NEUTRAL] I guess so whichever one that um.
[CUSTOMER][NEUTRAL] Oh, I guess it's for the awareness.
[CUSTOMER][NEUTRAL] The awareness check from going.
[AGENT][NEUTRAL] For the, for.
[AGENT][NEUTRAL] For their wellness.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, Mr. [PII], do you mind verifying your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And let me see what all you have with us.
[CUSTOMER][NEUTRAL] I filed my own and then I didn't have a problem, but I want to file theirs and it's been giving me a problem, so I was like, I'll check, I'll try again next month. And it's the same thing.
[AGENT][NEUTRAL] OK. So I see you have a group accident, a group cancer.
[AGENT][NEUTRAL] A group critical illness, a term life hustle and dignity, so that would probably be it right there. All right, so Mr. [PII], if you don't mind, what I'm going to do, since I do not have access to see any of your claims information is transfer you to our benefits department where they can assist you better with this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][NEUTRAL] You're welcome. And Mr. [PII], before I transfer you, sir, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it, ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL sir have a wonderful day and give me just a moment while I provide them with your information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, and which daughter are you calling on, sir?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Which daughter are you calling out for the, oh, do you just have, oh, I see what's going on, Mr. [PII]. Hold on one second. Should this be family or single parent coverage?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, should be family coverage, huh?
[AGENT][NEUTRAL] Uh, well, if it's.
[CUSTOMER][NEUTRAL] Because I have my
[CUSTOMER][NEUTRAL] I got me and my daughters on there.
[AGENT][NEUTRAL] OK, that would be what we call single parent coverage. um, alright, I do see the problem I see we're only you are on this, this policy, your daughters are not listed and they should have been, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yes, my wife should have been too, so they didn't do nothing right. Cause my wife, my wife is supposed to be listed too, and I come to find out when I try to do her, when I looked at my uh APL online that my wife wasn't on there and she was supposed to be on there. What happened was my job changed insurance companies and I told them the exact same thing I had with the prior company I wanted with them.
[CUSTOMER][NEUTRAL] With y'all. And so, so my children not on there either?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, sir, this is showing as an individual policy.
[AGENT][NEUTRAL] Just you and you alone.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Wait, so I don't have, I don't, man, so I gotta wait wait till August to add my children on too?
[AGENT][NEUTRAL] Um, I'm trying to find the form to see if maybe they were listed and for some reason didn't get added.
[AGENT][NEUTRAL] Let's see if I can find.
[CUSTOMER][NEUTRAL] Uh, that's me.
[CUSTOMER][NEUTRAL] That they didn't know everything.
[CUSTOMER][POSITIVE] OK, I'm with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK. Let me see if I can find you on this form, Mr. [PII].
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm, so do I even have insurance on my family? Cause I had my wife and my two children on there.
[AGENT][NEUTRAL] OK, we can look at all your policies on this policy. No, sir, you just have yourself, so let's just take a look and see what all we have here.
[CUSTOMER][NEUTRAL] No, bro, I can.
[AGENT][NEUTRAL] Alright, on the enrollment form that we received, let me see, it's kind of hard to read.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, on the form I'm looking at or received enrollments, it does say just employee only.
[CUSTOMER][NEGATIVE] Man, bro, that dude really messed up my policy. So do I even have life insurance on my family? She just said I do.
[AGENT][NEUTRAL] Let's take a look and see what you have on that.
[AGENT][NEUTRAL] Yes, sir. You do have a coverage for your spouse and your children.
[CUSTOMER][NEGATIVE] But I only have, but I only have medical. Do I have cancer on, I, I do have cancer on, uh, I don't even have cancer on my children either.
[AGENT][NEUTRAL] Let's see, I have to go in and out of each policy. So let's take a look.
[AGENT][NEUTRAL] OK. Your
[AGENT][NEUTRAL] Cancer policy.
[AGENT][NEUTRAL] Is just showing you and your children.
[CUSTOMER][NEUTRAL] It's supposed to be all of us.
[AGENT][NEUTRAL] So it looks like if I can read this form correctly.
[AGENT][NEUTRAL] The only one I, let's say family.
[CUSTOMER][NEUTRAL] What did you see that name in all August.
[CUSTOMER][NEUTRAL] Now, you can't mess up, man. These people livelihood, man. You can't mess up the, the insurance policies, man.
[CUSTOMER][NEUTRAL] I mean they own
[CUSTOMER][NEUTRAL] The policy, like, bro.
[AGENT][NEUTRAL] All right, what I can do, Mr. [PII], is have someone to review this, the information that we received to do your enrollments. I will tell you, I do not see anything for the family on the hospital indemnity coverage.
[AGENT][NEUTRAL] That's just as you, only you own it.
[CUSTOMER][NEGATIVE] So they only cancel though, right? Yeah, you did say me and my children on the cancer.
[AGENT][NEGATIVE] Your children are on the cancer. Yes, sir.
[AGENT][NEUTRAL] And the only what I see with family coverage is the GTL 19, but I will send this on for somebody to review and see if something may have gotten turned around on this.
[CUSTOMER][POSITIVE] Alright thank you man.
[AGENT][NEUTRAL] But it, I do see on their enrollment form only that only you are there for the hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I, but I, they are, I do have uh life insurance on them and accidental insurance though.
[AGENT][NEUTRAL] OK, on your accident, let's say, group accident, just this, again, that looks to be just you and your children.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Life insurance. I have me, my children and my wife, right?
[AGENT][NEUTRAL] Right. Life is the only one that's showing family.
[CUSTOMER][NEUTRAL] I don't know. I don't know why he didn't put it on the accidental for my white poodle.
[CUSTOMER][NEGATIVE] That don't make sense. If I'm gonna have insurance, I'm gonna have accidental too.
[CUSTOMER][NEUTRAL] I told him that.
[CUSTOMER][POSITIVE] Alright man thank you.
[AGENT][NEUTRAL] I am
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything at the moment we can help you with? Anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK. Well, Mr. [PII], thank you for calling APL and I will send this song to be reviewed.
[CUSTOMER][NEUTRAL] Well she said they gonna review like. My wife said what have happened if they find something. I mean, if, um, what, what have happened? y'all are just call and contact me about it or?
[AGENT][NEUTRAL] They would correct
[AGENT][NEUTRAL] They would correct the policies.
[AGENT][NEUTRAL] Um, I have a feeling because everything looks the same, even on the enrollment sheet, it does appear to say employing children.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For, you know, for the other benefits. Only when I see for employee and family is the life.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That's even on the enrollment. So I, I really, honestly, there's.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] That's it. The uh, the life's the only one even on the enrollment form that is showing employee and family.
[AGENT][NEUTRAL] For your, uh, other things, it's just showing either just you, which would be your, you know, your hospital in dignity and your short term disability.
[CUSTOMER][NEUTRAL] So starting off
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then your other products are showing you and I can give you a breakdown. Your, your, your accident, your cancer, your critical illness.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They all show.
[AGENT][NEUTRAL] Employ in children.
[AGENT][NEUTRAL] Your life shows family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your hospital indemnity.
[AGENT][NEUTRAL] Shows individual.
[AGENT][NEUTRAL] In your um disability shows individual and that's the same thing that's matching here on the um enrollment sheet.
[AGENT][NEUTRAL] Cancer over here on the enrollment has.
[CUSTOMER][NEUTRAL] OK, so when you say
[AGENT][NEUTRAL] So, so really there's nothing to research because now I do see where they have employing children out to the side of each of these products.
[AGENT][NEUTRAL] You're, you know, I think
[CUSTOMER][NEUTRAL] OK, so when you.
[CUSTOMER][NEUTRAL] Uh, something you said about individual. What that was?
[AGENT][NEUTRAL] Your individual is your disability which we only do is ensure that uh employee on that policy um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] And hospital indignity, that's
[AGENT][NEUTRAL] That's individual as well.
[CUSTOMER][NEUTRAL] Alright then.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Yes sir, but I will tell you there is nothing for them to review because now that we're sitting here going back and forth and I'm looking at it, I do see where it says strictly.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Employee and children, so you may want to get with your your HR department or benefits department.
[CUSTOMER][NEGATIVE] Yeah, I can't
[CUSTOMER][NEUTRAL] I can't do nothing until August.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] I don't know why they have, how do you do that? They only have new enrollments once a year. Why is it like that?
[AGENT][NEUTRAL] It's just how some groups are set up, sir, um, if they're like uh.
[AGENT][NEUTRAL] I believe it's when you're on a cafeteria plan and things like that, it has to be done on a yearly basis.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK then ma'am, thank you.
[AGENT][NEUTRAL] Yes, sir. Well, Mr. [PII], thank you for calling APL and I hope you're able to get with your, your benefits department like you said, even though it may be August, but, and get this straightened out.
[CUSTOMER][POSITIVE] Thank you ma'am I appreciate you.
[AGENT][POSITIVE] Yes, sir. We appreciate you and thank you for calling APM sir. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.