AccountId: 011433970860
ContactId: 58a81617-643c-4669-b7ad-fc51bf52b64e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595070 ms
Total Talk Time (AGENT): 175127 ms
Total Talk Time (CUSTOMER): 317066 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/58a81617-643c-4669-b7ad-fc51bf52b64e_20250107T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I have a couple of questions, um, for, I don't know if this is the right department, but maybe you could direct me. Um, I, I'm on the car with my husband. I have insurance, and now that I have a job, and then I was trying to just see how much it costs with my job. And so I, they put me on with their insurance at my job, but I don't want, I'm just gonna stick with my husband's insurance.
[CUSTOMER][NEUTRAL] So they stated in order for me to get off of their insurance, I would need proof when I started with dental.
[CUSTOMER][NEUTRAL] Um, medical and everything, and they need a copy and everything from the company. So could you let me know if this is the right department that can provide that information that I can fax information.
[AGENT][NEUTRAL] OK, let me, let me get your name and pull up your policy information. What's your first name?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My name is [PII]. It's under my husband's name, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] But I do have a
[CUSTOMER][NEUTRAL] ID 02122249.
[AGENT][NEUTRAL] OK, what's a good callback number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. So did I understand you to say that you um.
[AGENT][NEUTRAL] Wanting to be removed from your husband's policy because you have your own coverage now and you need a letter stating that.
[CUSTOMER][NEUTRAL] No, I want to be removed from my job. I'm gonna stay with my husband, but my job needs to see proof.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of it.
[AGENT][NEUTRAL] OK, so your, your employment needs proof that you have coverage under your spouse?
[CUSTOMER][NEUTRAL] That is correct. They want to know all the, when did it start and how long did I have it and what, what um insurance that I have like dental, what does it cover? Because that's the only way I can get out of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] So we can request a certificate of coverage letter um be mailed to the address on file. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The complete address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. So we can request a certificate of coverage letter be mailed to that address?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions?
[CUSTOMER][NEUTRAL] And how long does that take?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We'll put the request in today.
[AGENT][NEUTRAL] Do you have a fax number that it it can be sent to?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do it I would just have to get it from them and call you back.
[CUSTOMER][NEUTRAL] But you can send those if if and then I can call back, but.
[AGENT][POSITIVE] OK. All right, will do. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] Yes, I would like to know if my insurance um covers um.
[CUSTOMER][NEUTRAL] Therapy, insurance.
[AGENT][NEUTRAL] What type of therapy?
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Like trauma therapy.
[AGENT][NEUTRAL] OK, so the policy number that you provided is for your dental.
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Well, I, I have.
[CUSTOMER][NEUTRAL] Well, cause it covers medical too. I, I don't know, do I have a medical, am I supposed to have a medical one too also?
[AGENT][NEUTRAL] Yeah, your medical, your medical is covered by a different company called Web TPA.
[AGENT][NEUTRAL] So American Public Life handles the dental policy.
[AGENT][NEUTRAL] And it looks like a group term life policy that your spouse has.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you wanting the, the the certificate of coverage for the dental?
[CUSTOMER][NEUTRAL] I need it for dental and medical because um
[CUSTOMER][NEUTRAL] That's what I have with them.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so for the.
[CUSTOMER][NEUTRAL] I was
[AGENT][NEUTRAL] So for the cer certificate of coverage for your medical, your medical is handled through web TPA.
[AGENT][NEUTRAL] Which is a different company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have that number?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I have a sleep.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just let them know that I need a certificate of coverage.
[AGENT][NEUTRAL] Certificate of coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you'll put when that started and everything, is that correct? because they said they need to know when I had it and stuff.
[AGENT][NEUTRAL] Yeah, it'll include your, it'll include the effective date of your policy and it'll show that it's currently active until we get notification to, to term the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right, and that's for your dental policy.
[CUSTOMER][NEUTRAL] OK, and then I'll recall the [PII] and that would be for my medical, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright, thank you so much I really appreciate you. What's your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And then first, oh, you're welcome. And give me one second, let me look under, let me look at one other thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] OK, you are listed under the medical policy as well. I wanted to check that.
[CUSTOMER][NEUTRAL] OK, thank you. Is there a survey after the call or no?
[AGENT][NEUTRAL] We don't have a phone survey, um.
[CUSTOMER][POSITIVE] They did an amazing job.
[AGENT][POSITIVE] Well, you're welcome and thank you, [PII].
[CUSTOMER][POSITIVE] And thank you for resolving my issue. I really appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. You're welcome.
[CUSTOMER][POSITIVE] Tell them they need to get one just because of you and your customer service is amazing.
[AGENT][POSITIVE] OK. That is sweet. Thank you for that. That made my day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You, well, you went beyond, you know, some people don't do that. Some representatives don't, so I appreciate you for helping me because I really wanted my issue resolved and you resolved my issues. So just know, even if you don't have a survey, you rock and you are amazing, and I'm glad to get to talk with you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] I pray that, that everything works for you. You have promotions increasing everything because you rock. And thank you so much, [PII]. You made my day.
[AGENT][NEGATIVE] Oh my gosh, you're making me cry.
[CUSTOMER][POSITIVE] Yeah, uh, well, it's the truth, and you needed to hear that. You work with so many people all the time, and sometimes you don't even get a thank you. So I just want you to know, thank you, [PII]. People like you matter, and you make the job wonderful. And so no matter how you feel, just remember that you are an amazing human being. And when God made you, he broke the mold. Thank you so much. I really appreciate you.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] I did.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] And I wish you were my friend cause uh you are a friend to the end. So I just wanted you to know that. Thank you so much. Just like you, you say I made your day, you made my day.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] So just thank you for your kind, being kind, and even just going beyond and just checking to see if I have medical, and giving me the number, and say, go look it up, you had it. So I just thank you, and those things matter to people. I do. So I just wanted you to know that you are, you rock, you are amazing.
[CUSTOMER][POSITIVE] And when God made you, you made the, he broke the mold. And I thank God just for even talking with you. Many blessings to you, many increases in promotion cause you rock and you deserve it.
[CUSTOMER][NEUTRAL] So that's my survey for you, [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a wonderful day.
[AGENT][POSITIVE] You too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You're OK?
[AGENT][NEUTRAL] I'm fine. I'm fine.
[AGENT][NEUTRAL] That was meant for me today. I mean, honestly it's a confirmation.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh, that's good.
[CUSTOMER][POSITIVE] You just keep doing it and being you.
[AGENT][NEUTRAL] Thanks, [PII]. So we'll get this over and have them mail the certificate credible coverage to the address that's on file.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I hope I'll talk to you again.
[AGENT][POSITIVE] Alrighty. Have a good day.
[CUSTOMER][POSITIVE] All right, have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] outside.