AccountId: 011433970860
ContactId: 8566e9e2-dd11-4581-a617-2948caeaa8c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619849 ms
Total Talk Time (AGENT): 258943 ms
Total Talk Time (CUSTOMER): 286297 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8566e9e2-dd11-4581-a617-2948caeaa8c2_20250605T14:25_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] Hi [PII], my name is [PII], and I, um, have a question about I work for around the clock healthcare services and have insurance through you guys, um, and I went to the doctor this morning. I knew I probably didn't still have insurance, but they told me that, um, it was deactivated on [PII], but I was still paying for it through [PII] each week.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. So you want to know exactly when it terminated?
[CUSTOMER][NEUTRAL] Yes, but then either figure out like if I'm was paying for it through May then get that date shift in it because I'm trying to get supplement insurance for the summer because I work in a school.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, I'll be more than happy to assist you with your policy. Um, [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, my contact number is [PII].
[CUSTOMER][NEUTRAL] 937.
[CUSTOMER][NEUTRAL] 8919
[AGENT][POSITIVE] Thank you and your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 391-71.
[AGENT][NEUTRAL] All right, here we go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] My the mailing address I think you'll have is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So,
[AGENT][NEUTRAL] Yeah, I'm not sure, and this is for the medical policy, right? Well, all of your policies really, all of your policies.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, all of them are.
[AGENT][NEUTRAL] They're really still active in our system. Um, they are effective [PII]. The date that is paid up until for now is [PII]. Um, so how it works, you're on payroll deduction, so it will be deducted from your, your employer deducts it from the payroll check and then a third party pays us. So,
[AGENT][NEUTRAL] As of right now, it's showing like [PII] is the last um data service, but in the system it's still listed as active.
[CUSTOMER][POSITIVE] Oh, that is so interesting why the doctor told me.
[AGENT][NEUTRAL] Until
[CUSTOMER][NEUTRAL] Do you know what happened on [PII] that.
[CUSTOMER][NEUTRAL] Told like where it got, the doctor said that.
[CUSTOMER][NEGATIVE] They got a notification saying my insurance was canceled as of [PII].
[AGENT][NEUTRAL] Well, I mean, I have no idea because we, we don't even have like anyone that has called. Um, I don't know if maybe you had an old insurance policy on there that they haven't taken off and they got a notification because unless, you know, they take the insurance policies off, it'll just, they just keep adding whatever you give them to update. So maybe that's what happened.
[CUSTOMER][NEUTRAL] I have, I have
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Maybe it was something old on there. I'm not sure. I can't answer that part.
[CUSTOMER][NEUTRAL] Yeah, it could be. I have no idea. That's OK. I, that is OK. I just figured I'd ask. They were like, yeah, you're American public life that I've had since August. They were like, yeah, it's canceled.
[AGENT][NEUTRAL] Oh no, they said American Public Life.
[CUSTOMER][NEGATIVE] Oh, they said American Public Life. I showed them my card and everything. And they were like, yeah, this is what we have. And it is like the same policy number I read you. And they were like, no, it was, has canceled as of [PII].
[AGENT][NEUTRAL] OK, wait a minute. So,
[CUSTOMER][NEUTRAL] And I was like, huh.
[AGENT][NEUTRAL] [PII] called Kirkland Clinic. Is it Kirkland Clinic?
[CUSTOMER][NEUTRAL] No, but around in March, I had um a surgery with a doctor at Kirkland Clinic.
[AGENT][NEUTRAL] OK, I was just asking because I see some notes from [PII]. They called to see if the uh someone from Kirkland clinic called to see, like get your eligibility, your um active date.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But that was it. And then we check the next thing after that is the address change from [PII] to [PII], and that's the last note on here.
[AGENT][NEUTRAL] I'm not really sure. I have no that's weird.
[CUSTOMER][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] Interesting. Hey, as long as it is, like I knew I wouldn't have it for today, so I was prepared to pay out of pocket today. Um, but just wanted to make sure that
[CUSTOMER][NEGATIVE] I had it like until, or had it technically until May because you only have 60 days to sign up for new insurance after one ends. Um, and [PII] is like 80 days ago. So I was like, oh gosh, I was freaking out. Um.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yes, you still have the, um, it was, well, for what I see is that it shows [PII] of this year, the last day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII]. I'm sorry, I just noticed it too. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine. I was like, oh no. Um, yes, that's perfect. [PII] is still fine. Um, I just wanted to make sure I could give the new insurance company a date.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] An accurate date.
[CUSTOMER][NEUTRAL] Yes. Um, that is perfect. And this is a side question. I had [PII] and then I moved to [PII]. My stuff started coming to [PII], but then started going back to [PII], and I have no idea why my address got flipped back there. Are you able to change that again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for all your help.
[AGENT][POSITIVE] Oh, you're very welcome.
[AGENT][NEUTRAL] Oh, the, um, so benefits in a card?
[AGENT][NEUTRAL] On, um,
[CUSTOMER][NEUTRAL] I guess so. I have.
[AGENT][NEUTRAL] On [PII], they sent the request to change the address. That's what happened from [PII] to [PII]. Um, so hold on one moment, let me change that back for you. So you want, you wanted to go to, you're welcome, [PII].
[CUSTOMER][POSITIVE] That's so funny. Thank you.
[CUSTOMER][POSITIVE] Yes, that's where I live and will continue to live.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you mind if I place you on just a brief hold while I update the address for you?
[CUSTOMER][POSITIVE] That is just fine, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for the wait. So for benefits in a card, um, we are unable to make any changes, um, they have to send everything to us in writing. So I can transfer you over if you'd like to have them um do the address change with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, I think it's OK for right now because technically like I'm not gonna have anything else, no any other claims being processed. Um, I just wanted to go ahead like ask if while I had you, but it is OK and I appreciate it.
[AGENT][NEUTRAL] Oh, coming, right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, I have one more question for you. Um, I received a this went to [PII], so I, my old landlord, I just picked up the mail from them a couple of days ago, um, and there was a check from you guys that was dated sometime in April, I believe, um, and I was just curious what that check was for. I didn't know if it was like a refund for medical things that I paid or.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have the check with you?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, I was gonna ask for the check number because
[CUSTOMER][NEUTRAL] It was like 400. 0, OK.
[AGENT][NEUTRAL] 400, let me see, um.
[CUSTOMER][NEUTRAL] 487 or 60 or something like that.
[CUSTOMER][POSITIVE] I'm not complaining about it. I'll tell you that.
[AGENT][NEUTRAL] I just wanna make sure.
[AGENT][POSITIVE] I would say the easiest thing to do, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I, um.
[CUSTOMER][NEUTRAL] Oh no, you're fine. I just wanted to um I was just curious what it was for. I'm figuring it's a payback for medical things I paid up front, but.
[AGENT][NEUTRAL] So, on this policy, I'm not showing like any notes that we sent uh uh um check out to you, but you have 24 5 policies with us. So the easiest thing to do would be to um whenever you're with the check, just give us a call with the check number and then we'll be able to put it in and see what account it was for and, you know, give you the update.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, I think that is all. I really appreciate it. Made me feel a lot better.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Well, I'm glad I could assist you and thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.