AccountId: 011433970860
ContactId: 5660b3a2-dc27-43ad-a9e5-40d4c3944267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1314020 ms
Total Talk Time (AGENT): 333382 ms
Total Talk Time (CUSTOMER): 340023 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5660b3a2-dc27-43ad-a9e5-40d4c3944267_20250527T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] making claims. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I am wonderful. I have an insured on the line and she's calling regarding her COR.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is under policy number 01912737.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I explained to her in our system I'm only showing.
[CUSTOMER][NEUTRAL] 11 of 24.
[CUSTOMER][NEUTRAL] But she did send in the letter for her premium payment coupon and Cobra and all that so we do have that in the system as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just don't know anything about Cora.
[AGENT][NEUTRAL] All right, um, and is it for [PII]?
[CUSTOMER][NEUTRAL] The claim or the person?
[AGENT][NEUTRAL] Uh, the person policy.
[CUSTOMER][POSITIVE] It's, yes, that is correct. I'm sorry.
[AGENT][NEUTRAL] OK. OK. Mm, all right. Let me pull up the group really quick and see what's going on here. What's that?
[AGENT][NEUTRAL] OK, yes, um, the change date should been all the way until.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] July
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you want me to go, uh go ahead and give you the information for the, if the cover is active or not, or do you want me to talk to the insured?
[CUSTOMER][NEUTRAL] She wants to um explanation as to why we haven't I guess updated our end.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we do have it updated. We do, yes, we do have her COBR um dates. Um, what I would assume is the group labs.
[CUSTOMER][NEUTRAL] With her cobra.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So her policy is not lapsed 11 of 24?
[AGENT][NEUTRAL] OK, yes, it is lapsed. Um, so the group is no longer active with us and since COBRA payments come, even though she set up for a COA, those payments go to the employer and the employer still send us those payments. Um, so if the group lapses with us, there's no way for us to obtain those payments because it doesn't come directly to us.
[AGENT][NEUTRAL] It has to go through the employer.
[CUSTOMER][NEUTRAL] OK, can you break that down?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you break that information down to her?
[AGENT][POSITIVE] Mhm, yes, I can.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Let me get her on the line one moment.
[CUSTOMER][POSITIVE] Here she comes, thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello, good morning.
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing great. Thank you so much for asking.
[AGENT][NEUTRAL] Alright, Miss [PII]. I mean I'm currently looking at the policy and um I do see that it was set up for.
[AGENT][NEUTRAL] Um, what happened is that since the COR payments don't come directly to us, they still come through the employer. If the employer terminates, um, business with us, those COBR enrollments terminate as well.
[AGENT][NEUTRAL] Because there's no um payments can go can come directly to us so that's why um we have the termination date as [PII].
[CUSTOMER][NEUTRAL] Um, you have a termination date of [PII].
[CUSTOMER][NEUTRAL] Not 25. But, I provided you guys, I made my payments, so where are my payments? Where did it go? Because um the employee benefits, they have a letter stating, were, do you have the letter in your, in your hands? Do you have it in your power right now?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, no, I do not have.
[AGENT][NEUTRAL] Um, allow me just a second so I can look for it. Mhm.
[CUSTOMER][POSITIVE] OK. Is it possible for you, yes, yes, please. Thank you. So you can see the same thing I'm looking at that I provided APL. Thank you so much.
[AGENT][NEUTRAL] Mhm, I will try to.
[CUSTOMER][MIXED] We have the same issue with you, [PII], but once we provided and um employee benefits corporation provided this letter and the payments, they were able to square everything away, so you guys should be the same thing because it was paid all the way through [PII].
[CUSTOMER][NEUTRAL] And then on [PII] we started with a new plan.
[CUSTOMER][NEUTRAL] So we stopped the cobra.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, it's loading here.
[CUSTOMER][NEUTRAL] The letters that I sent to you guys, they added it to the wrong date of service, and [PII], the previous, um, uh, representative that helped me before you, she said she was gonna fix the date of service, but they added it to date of service [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, OK, um, so if
[CUSTOMER][NEUTRAL] I do have the claim number where it was added to.
[AGENT][NEUTRAL] OK, um, well, Ms. [PII] is the only one that would is able to see those um letters because she is in the claims department. Um, I'm only in the customer service, mhm, and I do only maintenance to the policies. That's why, um.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEGATIVE] Unfortunately, I don't have access to it and I'm not able to see those. Um, but as for Mhm.
[CUSTOMER][NEUTRAL] That's fine. How can I send it to you directly?
[AGENT][NEUTRAL] OK, that will go to the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] OK, but how can I, how can I get it to you? Because, um, I've, I've sent it twice already and they haven't fixed it. I keep on getting the denial saying that I had no, you know, my, my plan was terminated as of [PII]. So I understand that [PII] is in the claims, but how can I get it to someone that can actually fix it because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, it's already [PII] and I wasn't expecting that. This is the first time that I hear about this, that you guys were not paying because I did not submit any claims. The hospital submitted claims, and I didn't know. So, I need to get this squared away so we can, because I'm making payments, you know, when I'm not supposed to be making payments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I totally understand. Um, all right, uh, Ms. [PII], um, what I can do is, um, I'm gonna go ahead and talk with some, um, with my supervisor about it because, um, this will need uh a further adjustment which I can, I'm not able to make. Um, I will go ahead and place you on a brief hold while I try to connect with her so we can get this solved, all right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much and if you give me a fax number I can send you the letters right now to your fax so you can see it, please, because it's very important for you guys to see what I'm seeing on my end.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Mhm, right.
[AGENT][NEUTRAL] Um, I can provide, I can go ahead and provide the fax number, um, and then I will go ahead and try to reach out, right? Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna send it right now through my computer.
[AGENT][NEUTRAL] Alright, and I will go ahead and place you on a brief hold while I try to connect with my supervisor, right?
[CUSTOMER][POSITIVE] Yes, yes, of course. Thank you so much. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient, Ms. [PII]. I apologize for the wait. Um, I was, I was not able to uh contact my supervisor. She is currently on a meeting, but I was explaining that, um, as for the payments, there is a way that we can adjust it so we can adjust all of those dates. Um, the only way to do it is by receiving an email from the previous employer.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, stating that this needs to be adjusted, which we will do once we receive the email, um, and that is um a way that we can do it, receiving an email from the
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Well, I'm sorry to interrupt, but actually the previous employer doesn't exist anymore. That's why my husband had to find a new job because they sold the dealer. So that employer, it's gone forever. They retired from the dealership business. So this, I mean, that cannot be the only option once you have a letter from the company stating that we pay more than $2000 for this policy because we wanted to keep APL as our secondary. So, there has to be another way. I'm so sorry.
[CUSTOMER][NEUTRAL] Um, they're not longer, you know, available. They're, they're gone, they're clothes. They don't exist.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So, mhm.
[CUSTOMER][NEUTRAL] I just forwarded um all the letters to the fact that you gave me.
[AGENT][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, I am disclosing this information.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To get my
[CUSTOMER][NEUTRAL] You can go about it.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. I'm so sorry, Ms. [PII]. I am really trying to um see what options we have. Mhm.
[CUSTOMER][NEUTRAL] No, please. No, take your time. I know you're trying. Take your time. I'm not in a rush. I am, well, actually I do have a phone meeting at [PII]. I'm 2 minutes late. Um, do you wanna give me a call back once you've finished doing all of that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, is a callback, mhm, is a callback, um, uh, the one ending in
[CUSTOMER][NEUTRAL] Yes, do you think that's a good idea?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Correct. [PII].
[AGENT][NEUTRAL] OK. All right. And is there, um, let's see, a time that you would like us to give a call back?
[CUSTOMER][NEUTRAL] Um, no, at any time, whenever you hear back, I just have a meeting right now that's probably gonna take about 30 minutes and then I'll be free. So after [PII], I'll be OK to talk. Or you can also have my husband's number just in case if I don't answer, you can always uh call that number as well, which is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I have it. Um, as soon as I hear back from my supervisor or anyone who can assist me with the situation, I will go ahead and give you a call back. All right.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][POSITIVE] Please. Thank you so much. What was your name again? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] in customer service.
[CUSTOMER][POSITIVE] [PII], perfect.
[CUSTOMER][NEUTRAL] [PII] what? I'm sorry?
[AGENT][NEUTRAL] [PII] service.
[CUSTOMER][POSITIVE] I mean customer service. Very good. Thank you so much, [PII]. So I'm gonna, I'm gonna go ahead and, and do my, my call and then I'm, I'm I'm gonna expect your call back, OK? Thank you so much again for trying to help us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you. Have a good one.
[CUSTOMER][POSITIVE] You have a wonderful day. Talk to you soon. Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye-bye.