AccountId: 011433970860
ContactId: 872c2c36-3ab5-43bb-9f09-4f4c8883dbd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 757590 ms
Total Talk Time (AGENT): 297308 ms
Total Talk Time (CUSTOMER): 317025 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/872c2c36-3ab5-43bb-9f09-4f4c8883dbd1_20250527T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am. I was calling because I submitted a claim for like office visits like I've done in the past, and I just got a, a statement in saying that the I thought it was not covered because of the cancellation of my uh these services were rented out coverage was terminated. I didn't terminate coverage. I'm still getting money taken out of my check for American public.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what's your name and that policy number, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And the policy is 00764059.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's the one I'm on the [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Oh, I don't know what email y'all got, um, but [PII]. What else you want?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that notice, are you saying it's for claim number 3604033?
[CUSTOMER][NEUTRAL] Um to claim 3604033 yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Are you still with your group Monroe City Schools?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's who's take down my check every month.
[CUSTOMER][NEGATIVE] They take 2650 every month. Well, it's showing current 2650, and they took it out on the one I got my paycheck on the [PII] of this month, they took it. They've been taken out every month. It never stopped.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] OK, hold on one moment I have to transfer you to customer service, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], [PII] and a Colt jam. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII], how are you?
[AGENT][NEUTRAL] Try not to fall asleep. I am so sleepy.
[CUSTOMER][NEGATIVE] Oh, don't do that, girl. It's almost the end of the day. Don't do that.
[AGENT][NEUTRAL] I know. I might take a nap. I usually go and work out. I might just take a nap.
[AGENT][NEUTRAL] Because my workout buddy is out of town.
[CUSTOMER][NEUTRAL] Oh girl, I get off work a lot of times late. Oh.
[AGENT][NEUTRAL] That person.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But I got a workout thing here.
[CUSTOMER][POSITIVE] Be a good day from that.
[AGENT][NEUTRAL] Yes. Well, this rain and this weather are just like, oh, I don't wanna do is sleep. I went to uh
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh, this morning, that's all I wanted to do when it was thunder and lightning. Girl, my bed was screaming my name.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know. And um I had stuff to do. I couldn't take a nap at lunch. I had to go and register [PII] for school. It's like, uh, I wish they'd do it next year.
[CUSTOMER][NEUTRAL] Oh my gosh, already they just got out.
[AGENT][NEUTRAL] Yeah, but they, they try to keep a, keep it abreast, so they, yeah, but since I have to use a special affidavit since I don't own this house, I have to show paperwork.
[CUSTOMER][POSITIVE] Keep it ahead of the game. Yeah.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][POSITIVE] Every year, they even have, uh, well, they didn't do it this year, thank goodness. Um, hopefully they'll do it next year too. All you have to do is the homeowner bring in a bill for a mortgage or whatever and, and not have and her not having to come in, you know, but it worked out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, uh
[AGENT][NEGATIVE] Cause I did not want this to be all summer and trying to get it done.
[CUSTOMER][POSITIVE] Amen, girl. Get it over with while you can and not have to worry about it.
[AGENT][NEUTRAL] Amen, cause it's just so much and then try to remember, OK, now what do I send for them?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I get it. Oh Lord, I get it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] Oh, real quick, I'm retiring [PII] will be my last day, darling.
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] Mhm. Uh, everything's already in the making. It's done.
[AGENT][NEUTRAL] How long have you been with APL?
[CUSTOMER][NEUTRAL] 25 years when I uh [PII] years and one day when I retire.
[AGENT][NEUTRAL] Now, how long?
[CUSTOMER][NEUTRAL] I just got I got this I got this.
[AGENT][NEUTRAL] You have been with the BL for over 30 years, right?
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] I had been here over [PII], but I've been here it'd be [PII] when I retire.
[AGENT][NEGATIVE] Jeez [PII].
[AGENT][NEUTRAL] Well, I'm only 5 [PII] less than you. Yeah.
[CUSTOMER][NEUTRAL] And I'm over [PII].
[CUSTOMER][NEUTRAL] Yeah, but I'm [PII], so you'll have a lot of years in by the time you're my age, darling. So, cause I came later in life, you came early.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And you find a rich man.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEGATIVE] Oh honey, I, you know me. God, no. Just, I, I, I, no, I do not do well picking men. I either make them crazy or they make me crazy. We're just gonna leave that alone. Oh Lord, I'll just be, I'd be broke. I can do bad all by myself. I if you, yes, I do not need any help.
[AGENT][POSITIVE] I don't worry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, uh, mm mm mm. What you got there? What you got?
[AGENT][NEUTRAL] Yeah. Anyway, I have an insured on the phone. We had a claim for her and denied it as service rendered after the policy terminated, and she is saying that she shouldn't be terminated because they still deducted from her check.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] And it shows her policy term 11.
[AGENT][NEUTRAL] And we received notification, but she says she's still with the group, so I'm wondering if the group switched to another insurance carrier or not. I'm not sure.
[CUSTOMER][NEGATIVE] That's probably what's happened. She needs to contact her group. We don't have anything to do with her money.
[AGENT][NEUTRAL] Oh, excuse me.
[CUSTOMER][NEUTRAL] They more than what's that group number or her policy number? Maybe I can see if they've left us.
[AGENT][NEUTRAL] 841. Uh, her policy number is 764059.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 764059.
[CUSTOMER][POSITIVE] Oh Lord to [PII] to [PII] to [PII] to [PII], I'm ready for stay. Come on, girlfriend.
[AGENT][NEUTRAL] They, I know, I know.
[AGENT][NEUTRAL] All I wanna do is take a nap and then [PII] keeps coming in here want me to order something from Amazon. I was like, boy, I got all this money. You just want me to buy stuff.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Or put in my password so he can download an app. It's like jeez [PII].
[CUSTOMER][NEUTRAL] Oh my gosh. She's with City of Monroe City Schools.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] We don't even have that, we don't, that group, that, that broker doesn't even work with us anymore or uh probably the ones that had her. Yes, she needs to contact, she can contact that broker if she wants to or her school. If she's still employed there, she needs to find out who, who her benefits are with because they're not with us anymore.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome news. Thank you, madam.
[CUSTOMER][NEUTRAL] So, do you want the broker's number?
[AGENT][NEUTRAL] Can insurance call a broker?
[CUSTOMER][NEUTRAL] She can call him or she can call the school.
[CUSTOMER][NEGATIVE] I don't see why they can't list their special, you know, like [PII] and all the little special, special ones, you know.
[AGENT][NEUTRAL] What's the group number or oh not group number, uh, what's that broker's name?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] His name is [PII], and I have his phone number right here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, but I would tell her to check with the group first to see because they're taking their money out the broker's not, but um, you know, it, but anyway, just tell her to start with the group and then she can call us back for the broker's name and number if she needs. Let me give it to you [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] But the broke this group is taking her money out, not APL, not the broker.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you, madam.
[CUSTOMER][POSITIVE] Thank you, darling.
[AGENT][POSITIVE] Have a great one.
[CUSTOMER][POSITIVE] Have a good day. You too. Bye.
[AGENT][NEUTRAL] Oh, right, bye.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEGATIVE] I'm listening to a sad, um.
[AGENT][NEUTRAL] True crime
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] This man, um, uh, sold a woman that was in a care home, and she became pregnant. And so they suspended all the males and then got their DNA and they found out this guy, he was, uh, served 25 years in jail, but the baby, she had preeclampsia and the baby died after 11 days of being in NQ.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm. That's why I was like, oh.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEGATIVE] This, this person messing with defenseless person, but it's messed up, it's messing with a child in my opinion.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] But anyway,
[CUSTOMER][NEUTRAL] Mm, mm, mm.
[CUSTOMER][NEUTRAL] There's criminals. I'll tell you what.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I promise you.
[CUSTOMER][POSITIVE] Good lord.
[CUSTOMER][NEUTRAL] Uh, uh, uh oh.
[AGENT][NEUTRAL] They gonna get them.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] All right. Well, you have a great one. I thank you for helping me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anytime, darling. Anytime. Bye.
[AGENT][NEUTRAL] All right, darling. Bye.
[AGENT][NEUTRAL] Uh, ma'am, thank you so much for holding. Um, I spoke with a representative, they say you have to speak with your group, especially if they're deducting from your check. It could be that they switch to another secondary or another insurance carrier, but she said you will have to speak with your group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So what are you telling me? Like, am I, are you saying that I don't have this anymore?
[AGENT][NEUTRAL] Yes, ma'am, sharing your policy term with us on [PII].
[CUSTOMER][POSITIVE] OK. All right, I'll make sure because they owe me some money then because they still taking out money out of my check and they have been. They never stopped.
[AGENT][NEUTRAL] Yes ma'am. It could be that they switched to another insurance carrier. I'm not sure, but uh they should be.
[CUSTOMER][NEGATIVE] But they still shouldn't be taking, they still shouldn't be taking um American public from me then.
[CUSTOMER][NEUTRAL] Right? Is that, cause you're telling me it's gone, right?
[CUSTOMER][NEUTRAL] How to prosthetic.
[AGENT][NEUTRAL] Yes, ma'am. So you need to contact them.
[CUSTOMER][POSITIVE] I will. Thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm mhm.