AccountId: 011433970860
ContactId: 871211fd-6e2d-4558-a5b7-ce61cc541844
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596200 ms
Total Talk Time (AGENT): 233683 ms
Total Talk Time (CUSTOMER): 215634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/871211fd-6e2d-4558-a5b7-ce61cc541844_20250508T12:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] Alright, I got a question. I just got this form in the mail. It's a big pamphlet with a bunch of stuff, you know, a bunch of information on it from you guys.
[CUSTOMER][NEUTRAL] And I'm kind of confused as to why this is life insurance, right?
[AGENT][NEUTRAL] We offer a lot of different types of policies with APL.
[AGENT][NEUTRAL] So I would have to pull up your information to verify exactly what you've received. So you've received something in the mail and you're just trying to determine what that is and why you received it?
[CUSTOMER][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, sir. I can help you with that. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr.
[CUSTOMER][NEUTRAL] Now my wife's a school teacher and her name's [PII].
[AGENT][NEUTRAL] OK, whose name is on the, so is this through her employer that this has been received?
[CUSTOMER][NEUTRAL] There's no name on it. It just says APL public life expanding the benefits of Verizon, uh.
[CUSTOMER][NEUTRAL] This is a limited benefit policy coverage provided under this policy is not comprehensive major medical coverage. It is not considered minimum essential coverage under the Affordable Care Act.
[AGENT][NEUTRAL] OK, so what I, what is your, OK, so first off, Mr. [PII], I'm gonna need to pull up this information so I can see and then depending on several different things as to how much I will be able to tell you if this is something that is through your wife's employer that you all have received it, I would have to speak to her more than likely but let me get the information. Yeah.
[CUSTOMER][NEUTRAL] So it says
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's fine if it's if it.
[CUSTOMER][NEUTRAL] OK, if it, if it's that, that's fine. I mean, I can talk to her when she gets home. I just don't know I didn't sign up for it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so first off, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now, on the information that was received, there should be something indicating a policy number, policy certificate number.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at it right now. Let's see here, showing me everything.
[CUSTOMER][NEUTRAL] Look for that policy number. This is all this information.
[CUSTOMER][NEUTRAL] Here it is payer ID 60.
[AGENT][NEUTRAL] No, sir. No, no, no, that's.
[AGENT][NEUTRAL] Yeah, that's not what I need. That's our electronic payer ID that providers would use to send claims to.
[CUSTOMER][NEUTRAL] Oh, OK, what do you need?
[AGENT][NEUTRAL] There should be some other number on the ID card.
[CUSTOMER][NEUTRAL] A group a group number?
[AGENT][NEUTRAL] No, maybe policy certificate, member ID something like that.
[CUSTOMER][NEUTRAL] Hey, hold on.
[CUSTOMER][NEUTRAL] Policy number here it is 02613049.
[AGENT][NEUTRAL] OK, so thank you. Give me just a moment to get that information pulled up and then I will, as I stated before, have to verify several things with you.
[AGENT][NEUTRAL] First, for security.
[AGENT][NEUTRAL] OK, and on the ID card, uh-huh. OK. So, yes, sir. So
[CUSTOMER][NEUTRAL] It says my name says.
[CUSTOMER][NEUTRAL] So insured.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file is different than the one you gave me.
[CUSTOMER][NEUTRAL] You got probably got my wife's which is the [PII].
[AGENT][NEUTRAL] No, so this one is in a [PII].
[CUSTOMER][NEUTRAL] What do you mean [PII].
[AGENT][NEUTRAL] The phone number ends in the last, the last two numbers of the phone number is [PII].
[CUSTOMER][NEGATIVE] I don't know. I don't know who that is because my wife's um that's my wife's cell and my number, so I wonder if somebody signed this up bogus or something.
[AGENT][NEUTRAL] OK, let's finish verifying a couple of additional things and we can go from there. What is your email address?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is it's [PII]. I think my wife's email.
[CUSTOMER][NEUTRAL] Is, uh, let me see, let me get an email from our standby.
[CUSTOMER][NEUTRAL] Let me see if I can find one of her emails.
[CUSTOMER][NEUTRAL] I'm looking for it.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, let me see if I could just try this. I'll try to.
[CUSTOMER][NEUTRAL] Here it is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's not what we have either. Um,
[AGENT][NEUTRAL] OK. And who do you work for, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm retired. I used to work for Aerojet Rocketine.
[CUSTOMER][NEUTRAL] Or L3 Harris they got bought out L3 hairs.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] And my school my my.
[CUSTOMER][NEUTRAL] Yeah, my wife works for the public school system.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is the last 4 of your social, since this has your name on it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let me ask you this. Do you all happen to have a son?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What is your?
[CUSTOMER][NEUTRAL] [PII] also.
[AGENT][NEUTRAL] What is your son's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think it's
[CUSTOMER][NEUTRAL] Yeah, it's probably whose it is a matter of fact.
[AGENT][NEUTRAL] Yeah, go ahead with, uh, his date of birth, [PII] of what year?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII], he's, you know, this is gonna be tough, uh.
[CUSTOMER][NEUTRAL] I know it's [PII] um.
[CUSTOMER][NEUTRAL] I forget what it is. Honestly, let me see if I got it written down somewhere.
[CUSTOMER][NEUTRAL] That that that would make sense if it was his.
[AGENT][NEUTRAL] Who does he work for? Cause I'm gonna be very limited as to what I can tell you.
[AGENT][NEUTRAL] Trying to just
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So you don't know his date of
[CUSTOMER][NEUTRAL] It has to be, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it has to be his because it's not mine.
[AGENT][NEUTRAL] OK. So we're just gonna leave it at that then, because if we're not able to verify the information, Mr. [PII], um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine as long as you, you rattle something in my mind, you know, it's probably his he's got this job and shit's coming to my house, so that's OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Well, if he has
[CUSTOMER][NEUTRAL] It's not mine, so it's gotta be his.
[AGENT][NEUTRAL] Yes, so because based on a lot of the information, and does he, well, but you said his mail is coming to your house?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, because he is this little apartment.
[AGENT][NEUTRAL] OK, so yes sir, so we're just gonna have to leave it at there, um, leave it there rather, but yes sir and if he has any questions he can call us, you know, once he goes through that information if he has any further questions.
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[CUSTOMER][POSITIVE] Yes ma'am, will do thank you.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, well, you're welcome, Mr. [PII]. So, can I help you with anything else at the moment?
[CUSTOMER][POSITIVE] No, we're good thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.