AccountId: 011433970860
ContactId: 72a0a4e5-1503-495b-8d01-2a8567d11f18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419140 ms
Total Talk Time (AGENT): 165087 ms
Total Talk Time (CUSTOMER): 106473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/72a0a4e5-1503-495b-8d01-2a8567d11f18_20250306T13:53_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] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bear with me.
[CUSTOMER][POSITIVE] OK, I'm so so sorry can you repeat that for me?
[AGENT][NEUTRAL] Oh that's OK. Sure, my name is [PII]. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm trying to get eligibility and benefit information.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and benefits, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, that number is 02013247.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment while I take a look for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Wait, hold on one second because it looks like [PII] was added to the policy, but it's no longer on the policy. Let me take a look at this. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And that doesn't mean it went to individual on [PII]. Let me see if I can find it in a note.
[AGENT][NEUTRAL] Place that is.
[AGENT][NEUTRAL] Of eligibility is effective date current, OK.
[AGENT][POSITIVE] car is really free uh.
[AGENT][NEUTRAL] Claim status of all file it.
[AGENT][NEUTRAL] But when was it changed to?
[AGENT][NEUTRAL] Individual as it's supposed to be.
[AGENT][NEUTRAL] Then ma.
[AGENT][NEGATIVE] Uh no.
[AGENT][NEUTRAL] [PII], added, OK.
[AGENT][NEGATIVE] I don't think this is supposed to be dropped.
[AGENT][NEGATIVE] It don't look like it's supposed to be dropped.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 00, I don't think this is supposed to be dropped. Hold on.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a, well, can you look at this policy with me? I'm trying to, I don't think the um part two is supposed to be dropped, but I just want to make sure.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um, 2013247.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see where they were added in the notes, but it's they're dropped now, but I don't see anything like in the notes saying.
[CUSTOMER][NEUTRAL] It probably lapsed at one time and when we reinstated it, we probably forgot.
[AGENT][NEUTRAL] Changed
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It says individual, it's individual as of [PII].
[CUSTOMER][NEUTRAL] I wonder who added the spouse.
[AGENT][NEUTRAL] But the
[AGENT][NEUTRAL] The baby wasn't born till [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Looks like we added them for 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I, but so the, so the baby is not supposed to be on there at all?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It's it's individual policy yeah.
[CUSTOMER][NEUTRAL] Let's see, yeah, and they've been paying individual ever since. They, um, Medin has a 30 day thing when the newborn is born that will cover the 1st 30 days.
[CUSTOMER][NEUTRAL] But if they don't add them to the policy and change it to single parent, then we take them off after the 30 days, so that's probably why they're there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK. So, um,
[AGENT][POSITIVE] Like they, like the job. OK, thank you. I got it. Alright, bye.
[CUSTOMER][NEUTRAL] All right, right
[CUSTOMER][POSITIVE] Mhm bye. Thanks.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. I was um talking to customer service, so under this policy, [PII] does not have any coverage.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And that's the only um policy you have, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, let me give mom a call and let her know this that way she can call you guys or figure out what it is she needs to do on her end.
[AGENT][NEUTRAL] And it looks like it's been since [PII]. Hold on.
[AGENT][NEUTRAL] Was it [PII] or [PII]? Hold on one second.
[AGENT][NEUTRAL] Since [PII], it was individual. Now, she did mention that sometimes with the newborns, um they can be covered for the 1st 30 days, but if they're not added to the policy, um they'll be dropped after that 30 days. So that may be what happened here.
[CUSTOMER][NEUTRAL] Possibly, but he's [PII] old, so.
[CUSTOMER][POSITIVE] I feel like she should have known this by now, but um but definitely, thank you so much for your time. Can I have a reference for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, my dear I appreciate you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.