AccountId: 011433970860
ContactId: 6db3f099-4108-4e2c-92f0-7a421aae3357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342410 ms
Total Talk Time (AGENT): 184741 ms
Total Talk Time (CUSTOMER): 88347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/6db3f099-4108-4e2c-92f0-7a421aae3357_20250505T18:13_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I just, I'm on the policy by myself. I just need to know if there's a way I can add my kids on with my medical insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, in order to assist you further, if possible, I'll need to get your name and a callback number please and then I can locate your information and verify how we can help you with that.
[CUSTOMER][NEUTRAL] Sure. The name is [PII]
[AGENT][NEUTRAL] All right. And what's the best number to reach you at, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh, I think so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is it the medical ID number?
[AGENT][NEUTRAL] There should be a certificate.
[CUSTOMER][NEUTRAL] Or would it say uh.
[AGENT][NEUTRAL] Number or group number if you.
[CUSTOMER][NEUTRAL] Oh there we go.
[CUSTOMER][NEUTRAL] Yeah, it's uh 02573972.
[AGENT][POSITIVE] Thank you for that, bear with me while I pull that up.
[AGENT][NEUTRAL] And just to verify, Mr. [PII], can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. I'm also showing we have an email account on file. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you again. Alright, bear with me one moment. I'm looking at your information um.
[AGENT][NEUTRAL] Are you still with MAU Management Analysis and utilization, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. This policy was your medical policy that was through MAU, but it looks like it hasn't been active since [PII]. So you can't add anybody um cause it's no longer active, but the insurance, you were thinking the insurance was still with American Public Life.
[CUSTOMER][NEUTRAL] Do I not have insurance with them anymore?
[AGENT][NEUTRAL] It's showing that your insurance canceled on [PII]. Um, it made you just go through benefits on a card if you took your insurance past that and you would have done that with um benefits in a car, did you do that?
[AGENT][NEUTRAL] Or do you know?
[CUSTOMER][NEUTRAL] I have no idea. As far as I know, I thought I was still insured as of today.
[AGENT][NEUTRAL] OK, when did you quit working for management analysis utilization?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I'm not exactly sure, but I think it was probably the end of December, beginning of January.
[AGENT][NEUTRAL] OK. So did you sign up for continuation of the coverage after you were with them?
[CUSTOMER][NEUTRAL] I don't think I did because I, I didn't even think about that.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so the policy canceled because you left employment. That's why, you know, we billed them for the policy, but if you're not employed, there's no way for them to do deductions and if you didn't continue it past that, um, you would have had the option at that time to do COBR. I don't think you have that option anymore. You would have had the option to do COBR through benefits on a card.
[AGENT][NEUTRAL] But if you didn't do that, then the policy like again the policy is not active so we can't give you any information to add dependents. I do apologize but we don't offer individual coverage um you have to basically be with one of our groups in order to get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I am insured, but I, I'm a Lyft driver, so I wanted to see if I can get insurance.
[CUSTOMER][NEUTRAL] For me and my kids, is there any way that I can, how do I get insurance?
[AGENT][NEUTRAL] If you don't, OK, so is your employer contracted with American Public Life?
[CUSTOMER][NEUTRAL] I, I don't think so.
[AGENT][NEUTRAL] OK, so again, we don't offer individual insurance, so there's nothing we have that we can sell to you so I apologize, um, we don't have anything to offer you. The only way you can get our benefits is if your employer's contracted with us.
[CUSTOMER][NEUTRAL] Yeah, they just have car insurance cause I'm a Lyft driver. They don't have medical insurance with the company.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, not sure of any entities in your area.
[AGENT][NEUTRAL] Um, that you could get the insurance.
[AGENT][NEUTRAL] From I do apologize, but we only sponsor group products so.
[AGENT][NEUTRAL] You might
[CUSTOMER][POSITIVE] All right well have a nice day then. Thank you very much.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for calling APL. You have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye.