AccountId: 011433970860
ContactId: 57b4f8e6-4ea7-46df-beb0-c24a82a437b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525489 ms
Total Talk Time (AGENT): 199429 ms
Total Talk Time (CUSTOMER): 246230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/57b4f8e6-4ea7-46df-beb0-c24a82a437b1_20250311T20:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I am trying to find out some information. Uh, my husband, uh, got insurance through his job. Uh, the car came today, and, but it says, I think it's done wrong. It says employee and child.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the enrollment, OK. I can take a look at it for you and let you know. It's supposed to say, say what?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought it was uh employee and spouse. We didn't put the kids on insurance because the kids had insurance.
[AGENT][NEUTRAL] OK, employee and spouse.
[AGENT][NEUTRAL] But it says employee and kid. OK. And um may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] [PII] and you know what we did put the children down for I think it was dental but not for medical it was just me and him for medical and you need the policy number is 02604706.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Which one?
[AGENT][NEUTRAL] OK, wait a minute. 76.
[AGENT][NEUTRAL] OK, and um,
[AGENT][NEUTRAL] Can you tell me your name again? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I don't know if I asked or not. I apologize if I did.
[CUSTOMER][NEUTRAL] You didn't, you didn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so I do see two policies here.
[AGENT][NEUTRAL] OK, how can I do this? Is Mr. [PII] available? I just need to verify with him and then um give permission to speak with you and I can let you know what I see.
[CUSTOMER][NEUTRAL] He is not available. That is another reason that I am calling. I am trying to find out. He is no longer employed with them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm trying to find out when it uh he was last day was [PII]. I'm trying to find out how long is this policy good for.
[CUSTOMER][NEUTRAL] Like when is the deadline to run out because I have applied for some more insurance but because uh uh I thought I was already covered, they need a cut off date so they can implement on their end.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I won't have 2 insurances.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I don't know how to go around this. Um, OK, so here's the thing. There's two policies here.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Both policies have your husband and a dependent I'm assuming this is your son, but there's no, you're not on the policy, so they definitely enrolled it incorrectly.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But because
[CUSTOMER][NEUTRAL] Yeah, because it would have been, it would have been two children, not 1 child.
[AGENT][NEUTRAL] Right, and, and you, you were supposed to be on medical, but you're not on either one, which is why I can't really give any information, but I can let you know somebody needs to reach out to the employer, two things.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to keep this, these policies?
[CUSTOMER][NEUTRAL] Well, how is that possible if he's no longer working there?
[AGENT][NEUTRAL] Oh, it would just be a continuation and he would change it into like from payroll deduction to like a bank draft or card payment. It depends on which, what, you know, y'all choose for payment.
[CUSTOMER][NEUTRAL] OK, OK, uh.
[AGENT][NEUTRAL] But the thing is,
[CUSTOMER][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] You would still, he would still need to reach out to the employer because only him and the dependent is on the policy, so they still sent it over and that has to be corrected.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] From the employer first because everything has to come over to us in writing since the policies are from the employer. So that correction needs to be made so the the policies can be correct when you continue it over to your own policy instead of continuing the wrong, you see what I'm saying?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Right, if no other payment comes out, um, when will that policy default?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's hard to say because I can't give policy specific information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will say it just became active this month.
[CUSTOMER][NEUTRAL] Oh, I know because he just started. So but he got, he got incarcerated, so he can't call in and I'm handling business, so I'm trying to figure out um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do this
[CUSTOMER][NEUTRAL] Uh, now
[AGENT][NEUTRAL] On our website.
[CUSTOMER][NEUTRAL] The job is aware of what's going on. The job is aware of what's going on. I've spoken with them, they knew, so, um, you know, I'm his next of kin, so I've handled, I've been going back and forth with them, but I'm trying to find out when does this policy run out and um I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh shoot, I'm gonna have to set it up for go ahead.
[AGENT][NEUTRAL] If you can
[AGENT][NEUTRAL] If you can speak to the, um, since they, you know, know what's going on, if you can speak to the provider, let them know they definitely need to.
[AGENT][NEUTRAL] See, the thing that you're gonna run into is we can't make any changes because it's not the policyholder.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But maybe there's an exception because of his situation.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Well, now I talk to him regularly, so I could possibly call you guys back on a three way with him on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, that's an option too.
[CUSTOMER][NEUTRAL] OK, I'll do that. I'll just have to do it tomorrow during, you know, earlier business hours. Um, what time do you close today?
[AGENT][NEUTRAL] We close at [PII] central time. Um, I'm the only [PII] here, so if you wanted to, uh, reach, you know, when you call back, get me, if I don't answer the, um, anybody can get you to me because I'm the only [PII] here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, and OK, [PII], so let me ask you this.
[CUSTOMER][NEUTRAL] He can switch the policy because it's, it's done wrong. Well, it was done right, but I think they didn't look at the top portion. The top portion was medical. The bottom portion was something else. So, um, the bottom was health and dental, and I think that's where they messed up with uh.
[CUSTOMER][NEUTRAL] Just have an employee and and a child?
[CUSTOMER][NEUTRAL] So I can get them to fix that or is that something he can do with you guys?
[AGENT][POSITIVE] Um, that's something he can do with us.
[CUSTOMER][NEUTRAL] When he calls.
[CUSTOMER][NEUTRAL] OK, it needs to be switched to employee and spouse. OK, we will call in tomorrow. Is there any shortcut? And the reason why I say tomorrow is because I don't know exactly when he's gonna call today. Are you working tomorrow?
[AGENT][NEUTRAL] Yes, I am working tomorrow.
[CUSTOMER][NEUTRAL] OK, I will call back and I will ask to speak to [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I will because this is just it you just don't even know this came out of the blue this is like total chaos so he could change it to employee and spouse and he can find out when that policy will end, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, great, we will call tomorrow, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, you have been a great help.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I'm glad I could assist you and I hope you have a great evening.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] And.