AccountId: 011433970860
ContactId: 7899ccd9-678d-4f16-a3a1-298c89826e12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289529 ms
Total Talk Time (AGENT): 90939 ms
Total Talk Time (CUSTOMER): 99764 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7899ccd9-678d-4f16-a3a1-298c89826e12_20250514T18:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I was calling because I just, um, enrolled in a policy plan with you guys. Um, it started on [PII], and I'm trying to use the insurance for them, um, to do a test, um, um, and, um, the nurses are, uh, calling you guys to file a claim for, you know, the, the co-pay that I will have to pay that my primary insurance doesn't cover.
[CUSTOMER][NEUTRAL] And they're getting a message like information from you guys saying that my policy is not effective and then you guys are not able to process a claim. So I'm trying to figure it out what's going on, so I wanted to see if you guys can help me.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 620487
[AGENT][NEUTRAL] OK. Uh, looks like that didn't pull anything up. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what is your first name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm not pulling anything up in our system. Do you, uh, who is your employer?
[CUSTOMER][NEUTRAL] My employer is the name of the company is CHG US Holdings LLC.
[AGENT][NEUTRAL] OK, let me see if I pull it up.
[AGENT][NEUTRAL] Um, does the CHG, does that stand for something?
[CUSTOMER][NEUTRAL] Chase Hospitality Group.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, I'm not pulling up that group either. Um, you'd want to check with your human resources and see if they can assist you. I, I wasn't able to locate that group name. Um, and you, this is American Public Life, is that um who they said your insurance was through?
[CUSTOMER][NEUTRAL] Yeah, I have um um insurance card from you guys that says American Public Life, I have my name, my coverage, my policy, my group number, effective date, the name of the plan, I pay your ID so I have an insurance card.
[AGENT][NEUTRAL] OK, can you give me that number one more time? Maybe I missed a number.
[CUSTOMER][NEUTRAL] Yes. It's 02.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 0487.
[AGENT][NEUTRAL] OK, I found it now. I must have missed a number. Sorry about that.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, we had your group as we have it as Planta restaurants. Is that right?
[CUSTOMER][NEUTRAL] OK, yes, yes.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, I've got you in the system, um, I don't know.
[AGENT][NEUTRAL] Let me see if I can look at the notes. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, I, uh, I've got you in our system, so I'm not sure what's, what's happened.
[AGENT][POSITIVE] Um, I've got your policy number, I've got you effective. Uh, it looks like we've got you.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Um, your policy includes yourself, um, your spouse, and two dependents. Is that right?
[CUSTOMER][POSITIVE] Yeah, my 2 daughters. Correct.
[AGENT][NEUTRAL] OK, um, yeah, I've, I've got you in here so if they, if they give us a call back on that number we should be able to verify that.
[CUSTOMER][NEUTRAL] OK, let me call them and and make sure that they're doing it correctly. They have to be doing something wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Appreciate it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.