AccountId: 011433970860
ContactId: 6083e40e-1cd5-4666-ae78-822929138dee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1111290 ms
Total Talk Time (AGENT): 335135 ms
Total Talk Time (CUSTOMER): 484635 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/6083e40e-1cd5-4666-ae78-822929138dee_20250505T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, I, I have called this morning and spoke with [PII]. She gave me a call back, but unfortunately I, I don't know why I didn't hear the phone, but, uh, she needs to, needed to get additional information from our HR.
[CUSTOMER][NEUTRAL] Uh, benefits department because I'm in your system but I wasn't showing that I was currently active like it was a glitch or something so she had to get them to verify that and send over an email so she had said that she reached that uh department and that they were sending over the email so I was doing a call back because I had additional questions so can you bring me up?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], uh may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm calling from my cell number which is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I, I'm driving. I don't have that information.
[AGENT][NEUTRAL] OK, um, I can search your policy with your social if you have it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] get
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up and it just popped up and this is for
[AGENT][NEUTRAL] Your cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is it. Hold on one second.
[CUSTOMER][NEUTRAL] Oh, she's calling, hello, are you there?
[AGENT][NEUTRAL] Yes, I'm here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I have your policy pulled here, um, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, so my um birthday is [PII]. My address is [PII], and would you need my email, my work email?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] All right, thank you for that. And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so that's why she mentioned [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. I had to get with [PII] so that I can get caught up on everything that was going on. She's in training, um, but she said that um our representative reached out to your HR department and they are sending the email. Um, there's no email here as of right now, you got to give it at least a day or two, for them to send the, the enrollment email over to us or the update email. They're gonna send it directly to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But she
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] They're gonna send it directly to.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] They're gonna send it directly to our representative and then she's gonna handle it and let you know that it's um back active.
[CUSTOMER][NEUTRAL] OK. Did she say what happened? I mean, because, oh [PII], so, um.
[AGENT][NEUTRAL] So where, where, so since the, the policy is through the employer, we can't make any changes or anything unless we receive it in writing. So they notified us on [PII] to lapse the policy, but
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] We don't, we don't know when they tell us to do, you know, we don't ask any questions. If they say to lapse it, we lapse it, create it, we create it. Now, if this is an error, we can definitely fix it, but I'm just letting you know, it was, we received notification to lapse the policy. Why we don't know.
[CUSTOMER][NEUTRAL] Did you guys
[CUSTOMER][NEGATIVE] Did you guys tell them that? Because, uh, I've been having insurance with them since the date of hire and then that's when I got it and I've never canceled my insurance with them for this. So I'm like totally out of the loop with this. And then, if I remember correctly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the young lady that was helping me on Thursday when I called cause Wednesday is when I got notification that I had the breast cancer. So I was like, I got a policy. So I called and to be honest with you, this here, y'all, what's the name of an AP something, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You guys are not the original holder and the dollar amount, if I'm correct, it's different. It's like $5000 less.
[AGENT][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] Or something. I think it was supposed to be like a 20.
[CUSTOMER][NEUTRAL] 20, 20,000 insurance policy. I'm almost right. I'm almost for sure. I find the other one and, and find it. And if they changed over some of these bars, I know companies buy other companies out or you know, changed uh policies almost like that your mortgage company do. You know what I mean? that everything is supposed to be still the same.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, the original amount is not, uh, I want to say it's, it's changed.
[CUSTOMER][NEUTRAL] But either way I go, I, I've been paying on it since I've been with them and this coming year would be 10 years. So for 9 years for sure, I've been paying on it.
[AGENT][NEUTRAL] And if they
[CUSTOMER][NEUTRAL] It's been coming out of my chest.
[AGENT][POSITIVE] And if they've sent this um in error, of course, we can go back and, you know, fix it. So it's just a matter of them sending, sending it over to us and um today is Monday. I would say give us a call back on Wednesday and see if they sent it, but they'll they'll correct it and, you know, put it back to where it was supposed to if this was an error, so I don't want you to have to worry about your coverage.
[CUSTOMER][NEUTRAL] Yeah, me neither. I mean, I, I'm thankful that I have it and I didn't even know that I would need it, you know, but now that I do need it, I don't need this to be happening, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Uh, thank you. So I'll call back Wednesday.
[AGENT][NEUTRAL] OK. And I'll put some notes.
[CUSTOMER][POSITIVE] How long does it take to put that, oh, you know what, this is good.
[CUSTOMER][MIXED] Working on that. OK, so, but what my question is, this is the reason why I have called y'all, and thank [PII] I did is I was trying to buckle myself down to do it yesterday on the computer and I'm like terrible at the computer, so I really thought.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It was me, like, cause he kept saying oops, you can't carry the account. I was like, oh, I knew it. So, cause I don't do stuff online. So, when I do it online, it's asking me for my social or member's number. So which one am I supposed to put in? They probably didn't recognize me because you like you said, I don't exist right now.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Well, well.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So there's two things, yes, usually if there's not an active policy, you can't sign up for it. That's probably why it's giving you this issue, but just to answer the question, you would put your full social in that field.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and not a member's number cause I was like, she didn't give me a member's number.
[AGENT][NEUTRAL] Yeah, we don't have a member ID.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, that's what I thought. OK, so it's the social and then it is my work um email, so did I give you the correct verification for that?
[AGENT][NEUTRAL] Yes, um, your work email is on here.
[CUSTOMER][NEUTRAL] I I feel like
[CUSTOMER][NEUTRAL] I time dog.
[AGENT][NEUTRAL] I mean, I, I guess because it's from your job policy. I don't, I don't know why your work emails on there.
[CUSTOMER][NEUTRAL] Cause I would have never, I wouldn't need filling out paperwork. I would have never, I wouldn't have never did that. So I guess it was their choice to do that. OK. Um, thank [PII] I know it. OK, so, OK, so that is correct. OK, so then when I do, I'm just kinda um asking you to help me through it. So when I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, uh, put that information in there, then I had to get that far. So then I would hit, uh, I think it said continue, uh, so you hit continue.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, and then it's gonna ask you to start creating your username and password. Once you get to the username and password part, you know you've made it through the verification. Um, so it's gonna actually create your username, your password, and then it's gonna ask you for your cell number, and I'll send you a text with a code, you know, that that verification and then once you do that, then you're in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so, uh, one other question, so how, how do you upload, how do I upload, uh, like these invoices and stuff?
[AGENT][NEUTRAL] So, to be honest with you, I tell my patients two things. So if you have like your policy has, once it becomes active, your policy has the first occurrence benefit on it. So, those benefits, I, I would usually say to file that by yourself, so because that comes directly to you as a lump sum.
[AGENT][NEUTRAL] But for everything else.
[CUSTOMER][NEUTRAL] Wait a minute, what up, wait, wait, I, I, I told you this, what would you tell me?
[AGENT][NEUTRAL] So you have a benefit called the first occurrence benefit?
[AGENT][NEUTRAL] Um, on this policy, I believe it was 5000. Hold on one moment.
[AGENT][NEUTRAL] Yeah, on this
[CUSTOMER][NEUTRAL] Well, I'm not worried about that right now. I'm just trying to, because she told me she needed uh uh the uh the report that I was diagnosed with cancer. So how do I get, how do I put that on the system is what I'm trying to ask.
[AGENT][NEUTRAL] Right, so I'm
[CUSTOMER][NEUTRAL] How do I upload the picture or whatever it is?
[AGENT][NEUTRAL] So once you get on the dashboard, you're just gonna click on upload files.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I put it on the file? Do I take a picture of it or what? That's what I'm trying to ask.
[AGENT][NEUTRAL] When you
[AGENT][NEUTRAL] It's all on your computer, so when you, you, you're like attaching the document.
[CUSTOMER][NEUTRAL] Oh, OK, so I have life. OK, so I gotta figure out how to make it in an attachment. Is that what?
[CUSTOMER][NEUTRAL] Yeah, I guess that's one
[AGENT][NEUTRAL] You can email it to yourself, save it on the computer and then upload them like that.
[CUSTOMER][NEUTRAL] OK, got it. OK. OK. OK. I got it. OK. Mhm.
[AGENT][NEUTRAL] But what I was trying to let you know is outside of that, you might just want to give the provider your policy number and our phone number so they can file everything else so that you don't unless you want to. I was just saying this one is a lump sum so it's coming to you, but the treatments and all of that, if you just want them to handle it, they can do that if you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I, I think I'm gonna set it up where it comes to me because my insurance is gonna
[CUSTOMER][NEGATIVE] Pay probably the bulk of it and then with this then I will be paying like all the extras.
[CUSTOMER][NEUTRAL] If that makes sense.
[AGENT][NEUTRAL] Mhm, I understand.
[CUSTOMER][NEUTRAL] Yeah, because they said that they would build Blue Cross Blue Shield first.
[CUSTOMER][NEUTRAL] And then, uh, they will transfer all funds to me and then I will do my co-payment and testing and all that stuff.
[CUSTOMER][NEUTRAL] Be there.
[CUSTOMER][NEUTRAL] Is that how it works or not?
[AGENT][NEUTRAL] Um, for Blue Cross Blue Shield, I'm not sure for your additional for this policy.
[CUSTOMER][NEUTRAL] No, no, no, yeah, for the supplement you guys would be considered considered like the supplement. So if I have like an outstanding balance, then I would take it from this account and pay, pay them.
[AGENT][NEUTRAL] If, if you're getting the payment sent to you, yes.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So I have to upload everything, right?
[AGENT][NEUTRAL] Yes, you'll need to upload any of the um bills and documents that you receive, yes, for payment.
[CUSTOMER][NEUTRAL] Invoices.
[CUSTOMER][NEUTRAL] OK. OK. All right. So, um, I guess I take pictures or whatever. OK. Not, not an issue. OK. Thank you. OK, so then, is there a spot where it's gonna ask you for that?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Actually for
[CUSTOMER][NEUTRAL] The attachment.
[AGENT][NEUTRAL] Oh, so when you click upload files, that that's what it's for. It's gonna ask you what um account or what policy, and then it's gonna let you click which ones you want to put on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got you. OK. All right, thank you. And what's the processing time?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] So it's 7 to 15 business days from the day we received the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No, um, I just hope they get it fixed.
[AGENT][POSITIVE] Yes, they'll definitely get it fixed for you.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.