AccountId: 011433970860
ContactId: 84db1d78-996b-4047-a9d9-2078f37ba8c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 728750 ms
Total Talk Time (AGENT): 143724 ms
Total Talk Time (CUSTOMER): 201929 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/84db1d78-996b-4047-a9d9-2078f37ba8c5_20250321T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII] My wife and I signed up for a policy about three months ago, um.
[CUSTOMER][NEUTRAL] Uh, for, for my wife and my two children, I'm, I'm on Medicare, um, but you've never sent us a declaration page and you've never sent us, uh, our, our insurance cards or our APL cards, uh, to be precise. So I'm just wondering why is that and what can I do to get these cards.
[AGENT][POSITIVE] OK, yeah, I'm sorry to hear that, Mr. [PII]. I'm happy to take a look. Do you by chance have a policy number?
[CUSTOMER][MIXED] No, I don't. My wife has, uh, organized all this, and she's so frustrated she just turned it over to me, uh, and she's away right now. Uh, but I can give you her name. I can give you whatever information you need. I'm sure you can find it, you know, through that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Is it the same last name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and then first name?
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[AGENT][POSITIVE] OK, thank you so much let me take a look.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] What state do you reside in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We're moving to [PII].
[CUSTOMER][NEUTRAL] Um, as we speak, so, but we currently reside in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Apologize for the wait. I had to close out of my system and pull it back up. Just give me one more moment.
[CUSTOMER][NEUTRAL] Sure, and what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] [PII], OK, sir.
[CUSTOMER][NEUTRAL] Yeah, OK, just just wondering.
[AGENT][NEUTRAL] And on the policy, um, Mr. [PII], is she the subscriber or you the subscriber? Do you know?
[CUSTOMER][NEUTRAL] I believe she's the subscriber because I because I'm on Medicare and uh so I think it's all hers and she actually paid for it with her credit card, you know, and we share it but we're married, you know, we share all of our bills, but she just having to pay for her credit card.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Cause nothing's coming up with a name match right off the bat, unfortunately under her name. Let me try yours, but
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, nothing that seems to match under that. Do you by chance know [PII]'s social? We can try by that.
[CUSTOMER][NEUTRAL] I do know it. Uh, I'm just looking to see where I keep it, uh, OK, I got it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. Let me try that and see what I come up with.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that doesn't pull up anything with that last name. Did she get, what information does she have at all? Anything? Nothing at all?
[CUSTOMER][NEUTRAL] Well she's not here uh let me uh see if I can call her.
[CUSTOMER][NEUTRAL] Um, just hold on a second.
[AGENT][NEUTRAL] Like I don't know if we have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, she's told me, um,
[CUSTOMER][NEUTRAL] Well, that's probably why you haven't sent us anything, but I, I do remember her on the phone with you all. I do remember her, uh, paying, uh.
[CUSTOMER][NEUTRAL] For the deposit and uh the whole bit.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Would it be under my names of my children?
[AGENT][POSITIVE] We can we can definitely give it a try. I'm happy to look. Um.
[AGENT][POSITIVE] If you wanna give me one of their names, I can check, yeah.
[CUSTOMER][NEUTRAL] OK. Uh my name is uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna add a call, OK? I'm gonna try to call right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm still here.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna, I'm gonna, I'm gonna try to call her again. I'm gonna text her and just say I, I have to speak to you.
[CUSTOMER][NEUTRAL] OK, she's determined not to pick up.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK. Yeah, I'm still here. Yes, sir.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] So there's no [PII]. There's no [PII] whatsoever.
[AGENT][NEGATIVE] Well, I mean, I, I can't find any information that matches what we've searched thus far unfortunately like I've tried by your first and last name, nothing matches that information nothing comes up under her first and last name.
[AGENT][NEUTRAL] I tried by social, um, it doesn't pull up anything with that last name and I didn't find a policy under [PII].
[CUSTOMER][NEUTRAL] Oh well, I'm out of that's all I can do.
[CUSTOMER][NEUTRAL] Well, um,
[AGENT][NEUTRAL] Yeah, I mean the only other way we can check is if does she have it is it something that you guys did um.
[AGENT][NEUTRAL] On your own through a broker or was it through an employer?
[CUSTOMER][POSITIVE] It's something that we did on our own. We, we called, we, uh, we had called our, we were stopping COR and while we were talking to COR, your people came on the phone and said, oh we have a solution for you. Here's what we can do and we, uh, you know.
[CUSTOMER][NEGATIVE] And we called them back and said, OK, that sounds good after listening to them and hearing them out. But then after several calls later, they've never sent a dec page, they've never sent any paperwork, they've never sent any cards, and we've called and had hour long hours of long conversations just to get this information and they just send us a sample page of what they offer in general as insurance and they've never done, you know, anything beyond this. Does that sound familiar to you at all?
[AGENT][NEUTRAL] I mean, we offer supplemental plans through our programs, so I mean we do offer like a supplemental insurance that you can continue through COR like.
[CUSTOMER][NEUTRAL] No, we're looking, no, no, we're looking for a prime, we're, so you guys don't sell primary insurance.
[AGENT][NEUTRAL] We don't sell major medical.
[CUSTOMER][POSITIVE] OK, that's what I need to know. OK. OK, got you. OK. Thank you. Thank you. All right. Take care. Goodbye. Goodbye.
[AGENT][POSITIVE] Yeah, you're welcome. No problem. You too.