AccountId: 011433970860
ContactId: 616311ba-97f5-452d-9a01-15d81bd4205c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415890 ms
Total Talk Time (AGENT): 200131 ms
Total Talk Time (CUSTOMER): 167290 ms
Interruptions: 7
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/616311ba-97f5-452d-9a01-15d81bd4205c_20250411T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I work for Little E ISD in [PII], and I have, I have you guys' cancer insurance coverage. And I, um, I'm in the middle of chemo right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, so I need to, I don't know how this works and
[CUSTOMER][NEGATIVE] Uh, I'm late getting it, the stuff started because the HR department sent me uh paperwork for a completely different insurance company. So I've been waiting this whole time for contact just to find out that they don't know who I am because it was the wrong company. Um.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh my gosh, I'm so sorry.
[CUSTOMER][NEUTRAL] Well, it's not your fault. That's my HR's fault, but um
[AGENT][NEUTRAL] Well, I know, but I'm sorry you have to go through that. It's enough to deal with as it is, but.
[AGENT][POSITIVE] Alrighty, so of course I'll be more than happy to help you out with this um and the good news is that, uh, with our policies there's no timely filing limit so it's not like you have to get us anything within a specific timely manner um [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Yes, definitely.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEGATIVE] I do not. It took me. It has taken me the last 2 hours just to be able to find your phone number once I figured out with the wrong company, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh my goodness. No.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] Sure, yeah, that's perfectly fine, um, I can, I can start using your social.
[CUSTOMER][NEUTRAL] So, um, yes, so I don't know.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sorry, I kind of cut out there just a minute. Alright, give me just a moment.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you uh looks like it is through your employer.
[CUSTOMER][NEUTRAL] It is through my employer, uh, because uh my employ, my employee email is uh.
[CUSTOMER][NEUTRAL] Well, they give us two, so there's [PII] or there's uh.
[AGENT][NEUTRAL] That's the one.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes ma'am, no that was it. OK, well I sure appreciate you verifying all of that information and I am so sorry to add to the already like everything being confusing, but you currently don't have an active policy with us. Um, this cancer policy terminated, uh, [PII].
[CUSTOMER][NEUTRAL] OK. My benefits tab shows that
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] Uh, when I, when I log into my benefits hub, uh, through the school and click on my cancer insurance, your company is the one that it sends me to. I mean, it's been taking money out of my account for cancer insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It, and it is saying American Public Life.
[CUSTOMER][NEUTRAL] Uh, yeah, it says APL.
[AGENT][NEUTRAL] OK, OK, the only other thing I can try is, and it's definitely possible, you know, human error, um, if you had a more recent policy it's possible that your uh social is entered incorrectly because that's how I searched, um, so let me try to searching just using your name, um, that was [PII] for the first name, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. Give me just a moment. Let's take a look.
[AGENT][NEUTRAL] No, I am still just getting uh you had two with us um the one terminated, let's say.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] And this other one terminated in [PII], so.
[AGENT][NEUTRAL] Let me just for good measure, especially if it's showing that um let me verify that this is correct, otherwise this would be something that would have to be handled through your employer um and of course if there's confusion on their end they can get well you know what, actually I'm gonna kind of cut that middle man. I'm going to just look at the group as a whole and just I mean there's no other possible last name correct? It's [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. OK, let's just do that first.
[AGENT][NEUTRAL] OK, yeah, I'm not showing that this group has any active policies with us.
[CUSTOMER][NEUTRAL] Right, and um, OK, um, hm, all right, well, I will get a hold of my HR and find out what in the world it's going on.
[AGENT][POSITIVE] I am so sorry.
[AGENT][POSITIVE] No kidding. I am so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] Yeah, I, I keep telling people when, when you're in a fight for your life, you shouldn't have to do so much paperwork, but the paperwork is ridiculous.
[AGENT][NEGATIVE] Absolutely. That's why I keep saying sorry. It's bad enough what you're having to deal with and then you got to deal with all this on top of it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I would absolutely if they're if they're insistent that it's with us like if they feel like that's correct have them give us a call let them know that I did search the group and see that there are no active policies with us so hopefully that can clear up any confusion.
[CUSTOMER][POSITIVE] Well, thank you so very much for helping me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much. I'll I'll get a hold of him and find out what is going on.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, well, I'm sure sorry there wasn't more I can do for you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.