AccountId: 011433970860
ContactId: 6f5dd807-9d9c-4c7e-a5e5-f787aa971122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625960 ms
Total Talk Time (AGENT): 205846 ms
Total Talk Time (CUSTOMER): 377106 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/6f5dd807-9d9c-4c7e-a5e5-f787aa971122_20250114T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. Um, my name is [PII]. Um, I'm calling, I just have a few questions. Um, my husband, um, has, uh, this, uh, critical illness plan that he pays out of his paycheck every two weeks.
[CUSTOMER][NEGATIVE] Weeks um through his company and um I I he's never really received anything to like explain how this works if something happens um as far as um.
[CUSTOMER][NEUTRAL] You know, um, he wants, he has a hernia, he needs to get it fixed. He's gonna lose time at work. What is it considered as, um, crucial illness plan that he's paying um into or out of his paycheck for, um,
[AGENT][NEUTRAL] All
[CUSTOMER][NEUTRAL] Do you need his, his name, um, uh, the company he works for. I mean, there's this stuff that's come up that he's had appointments that he's gone to where he's missed work because he had to get certain things done and so on and so forth, and he kind of like totally forgot about it. So he was looking at his plan.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm sorry. I was gonna say, do you have a policy number?
[CUSTOMER][NEUTRAL] Um, well, I don't know, but I mean, he, it's through I guess Cigna because that's where it is, um, as far as where I guess they take it out of it through Cigna is that, was that correct?
[AGENT][NEUTRAL] Mm, we're a separate company from Cigna. Um, what is your husband's name and let's see if I can locate him in the system.
[CUSTOMER][NEUTRAL] OK. His name is [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] And I don't have a card.
[CUSTOMER][NEUTRAL] From this whole thing, the only thing it is.
[AGENT][NEUTRAL] No, we, we don't have ID cards for the critical illness. Um,
[AGENT][NEUTRAL] Who does, uh, Mr. [PII] work for?
[CUSTOMER][NEUTRAL] He works for [PII].
[CUSTOMER][NEUTRAL] And it's in [PII].
[AGENT][NEUTRAL] Alright, thank you. Let's see first if I can find the group in our system.
[AGENT][NEUTRAL] And once I do, we'll uh we'll do a quick verification.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we can go from there.
[AGENT][NEUTRAL] OK, I didn't find that.
[CUSTOMER][NEUTRAL] I mean if there is a card I he doesn't have it.
[AGENT][NEUTRAL] Right. No, we, we do not have cards for the, um.
[AGENT][NEUTRAL] For the critical illness.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] They just provide you just provide, give the provider the policy number and they call and verify the benefits.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and his first name is [PII].
[AGENT][NEUTRAL] It'll take just a moment to search.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The the.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] And uh the one that was toss is uh very very.
[AGENT][NEUTRAL] Alright, what are the last four digits of uh.
[AGENT][NEUTRAL] Mr. [PII]'s social. I think I may have found him.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do believe I have. All right, so as soon as it pulls up, let's verify Mr. [PII]'s date of birth and address.
[CUSTOMER][NEUTRAL] His date of birth is [PII]. His address is [PII].
[AGENT][NEUTRAL] OK. Let's see. All right, I
[AGENT][NEUTRAL] Um, uh, you're not on the policy, so we're gonna be very.
[AGENT][NEUTRAL] It, there's really not much we can discuss with you. I can give you the policy number.
[AGENT][NEUTRAL] And uh Mr. [PII] will have to call back to get any information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I figured that that was gonna happen um because I don't, I don't know. I don't understand why my husband doesn't when he signs up for all this stuff at work, why he doesn't put me as a person to speak.
[CUSTOMER][NEUTRAL] Um, to, I don't even know if they have that or if he has to send something in writing, but um.
[CUSTOMER][NEUTRAL] I'll have to call you back then um when he's off on he's only off on Mondays and you guys are only there obviously Monday through Friday, correct?
[AGENT][NEUTRAL] Yes, ma'am, Monday through Friday [PII] and that's Central time.
[CUSTOMER][NEUTRAL] Oh, Central time, OK, alright, so can you just give me a policy number um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Certainly, that uh, that much I can give you, um, for, for his critical illness, it is 251.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 7229.
[CUSTOMER][NEUTRAL] OK, so it's 251-722-9.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then, um, when we call because he needs to find out because I mean, I mean, as far as, um, I said as far as critical stuff, I mean, does that consider if somebody has cirrhosis of the liver, um, does that, uh, could, I mean for somebody.
[CUSTOMER][NEUTRAL] That has, um, I don't know, I mean, there's other critical things. I know on the website it said basically heart attacks, strokes, and cancer. Um, and I just don't know, like I said, cause he's never gotten anything through work, um.
[CUSTOMER][NEUTRAL] A pamphlet or anything that explains this whole critical illness through, um, you know, work. Um, so, and nobody's mailed one to the house either.
[AGENT][NEUTRAL] Right, the group has it set up where they go.
[AGENT][NEUTRAL] The group has it set up where the information is received online and when Mr. [PII] calls us, he'll need to go back to his verification and he'll need to add an email address and then he can set up an online, uh, online service center account and, uh, he'll be able to view all his information there and that claims from there status of claims, different information like that.
[AGENT][NEUTRAL] And when he does call back, um, he needs to ask for our benefits department or claims department. I'm not sure which prompt that is on the phone, but if he'll click that, the benefits department can go over his benefit information with him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. All right, um.
[CUSTOMER][NEUTRAL] OK, that's, that's fine. I mean, as far as an email address, can I give you the email address that, no, only he can.
[AGENT][NEUTRAL] No, ma'am. Only Mr. [PII] can make any changes.
[CUSTOMER][NEUTRAL] OK, and he, if he only has the email address, which is the um one that we just have as a, as a family, that's what you're looking for because as far as an email address to his job just doesn't, my husband doesn't really, he's [PII], almost [PII] old and using anything on his phone, he does not do anything on the phone.
[AGENT][NEUTRAL] Right, he can add whatever email address he wants. That's, that's fine.
[CUSTOMER][NEUTRAL] He just doesn't.
[CUSTOMER][NEUTRAL] OK, alright, so, um, and then I'll tell him to call you guys because that way if there is an incident then you, you said that you have your own uh your own card that we would have to use I guess correct?
[AGENT][NEUTRAL] No, there's not an ID card for this policy. He would just forgive the doctor, the provider, the policy number, and the, the doctor's office would then call and verify his benefits with us.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, because like I said, I mean, he just got an upper and lower GI due to a situation that they had to do an upper and there were some things that had to be done and my husband missed 4 days of work and I just didn't know if something like that is considered what we would do as far as a claim through the illness of this.
[CUSTOMER][NEUTRAL] That he has. I'm just trying to see if it's worth him using this, going, taking this amount of money out of his paycheck every two weeks and you know, to make sure he understands what this.
[CUSTOMER][NEUTRAL] Insurance is 4.
[AGENT][POSITIVE] Yes ma'am, and our benefits department they would be able to assist him with that to go over his benefits and see, you know what all it covers.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, OK, I'll, uh, we'll call back then on a Monday where, um, he can talk to them or have it on speaker so the two of us kind of understand this whole policy and if it isn't something that's gonna be part of what he thought it was gonna be, he can cancel it any time where it would not come out of his paycheck anymore through his job.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] He would have to go through his employer to have it canceled.
[CUSTOMER][POSITIVE] Yes, yes, OK, OK, perfect. OK, thank you ma'am thank you for your time I appreciate it and have a great day.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Certainly, is there anything else we can help you with?
[CUSTOMER][POSITIVE] No, it actually makes it easier than when that way he has a policy number so that way when he talks to somebody on Monday, at least he can, you know, know what his policy number is. So thank you for that. I appreciate that.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Certainly. And thank you for calling APL and Ms. [PII], you have a wonderful day, ma'am.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.