AccountId: 011433970860
ContactId: 8bde9ff9-7d1b-40a7-8872-0eb095b127b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704340 ms
Total Talk Time (AGENT): 187327 ms
Total Talk Time (CUSTOMER): 199577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/8bde9ff9-7d1b-40a7-8872-0eb095b127b2_20250321T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, my husband [PII], he used to have insurance through Caremark, um, when he was a, um.
[CUSTOMER][NEUTRAL] Um, a leaser, a truck driver truck driver that leased a truck, um, he went through insurance and I guess it's through y'all or whoever, um.
[CUSTOMER][NEGATIVE] We no longer have it, the insurance, and I need to get it completely canceled. They told me Caremarkt told me I have to call y'all in order to get it canceled so that we can have centerercare back as primary.
[AGENT][NEUTRAL] OK, um, do you have the policy number that it would have been under?
[CUSTOMER][NEUTRAL] Yeah, let me, um, it's 002.
[CUSTOMER][NEUTRAL] 141.
[CUSTOMER][NEUTRAL] 48704
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, do you have a, do you have a card by chance? It's there are too many digits.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Looks like in that one.
[CUSTOMER][NEUTRAL] No, unfortunately, I don't. I have uh my husband's social. I can give you that. I can give you my social, um.
[AGENT][NEUTRAL] OK, what's the.
[AGENT][NEUTRAL] So he was the policy holder?
[CUSTOMER][NEUTRAL] Yes, um, and it's, uh, his social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] What was his first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Hold on, can you hold on one moment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, I thought I did.
[AGENT][POSITIVE] OK, sorry about that uh.
[AGENT][NEUTRAL] I saw, I see several policies, um, let's see.
[AGENT][NEUTRAL] But I show that they're all, I don't have any active ones.
[CUSTOMER][NEUTRAL] Yeah, see, and that's the thing is, um, when we go to fill a prescription, it's still showing that it's active on their end and so when I called them I called Soonercare they said that it shows it's inactive but it's not removed and then when I call Caremark they say it's showing active and then I need to call in and cancel it through I guess y'all or whoever it is that is a third party and that's what I'm trying to do is get it canceled so that it can get removed from the thing so that soonercare could be primary again.
[AGENT][NEUTRAL] Yeah, and I show it um let's see.
[AGENT][NEUTRAL] She have terminated on [PII].
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see, um.
[AGENT][NEUTRAL] Let me put you on hold one more time if you don't mind.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I don't, do we do letters of credible coverage? I mean, I show it's all canceled.
[AGENT][NEUTRAL] Uh, no, I can do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] Yeah, I assume she probably does though, which I'll clarify with her, um.
[AGENT][NEUTRAL] And then let me see if I see a red card.
[AGENT][NEUTRAL] Certificate
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Proof of coverage letter?
[AGENT][NEUTRAL] Is that what it's on?
[AGENT][NEUTRAL] OK, so I'll do that.
[AGENT][NEUTRAL] Notes for customer service.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, is this a big policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it says universal trucking.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Don't do, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Special groups, let's see.
[AGENT][NEUTRAL] Cancellations, policy enrollments, changes to policy coverage, COBRA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thanks. Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that, [PII]. I was trying to figure out what steps we need next. So, OK, so I do show our policy is terminated. Could you verify, I just need to verify a few pieces of information before we go forward. What's your uh.
[AGENT][NEUTRAL] Um, address
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The address that it shows on there or my current address?
[AGENT][NEUTRAL] Um, the address that you, that we would have on file, do you?
[CUSTOMER][NEUTRAL] Um, it should, uh, the one that y'all have on file should be [PII].
[AGENT][NEUTRAL] Uh, now, it looks like a totally different city and address.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Is it in [PII] zip code [PII]?
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that's my current address. I didn't even know that that was updated. OK, yeah, that's my current zip code or our current zip code.
[AGENT][NEUTRAL] OK, is it maybe a different address though because the one that you gave me I don't have.
[CUSTOMER][NEUTRAL] Oh yeah, um, most likely it's the probably the mailing which is [PII].
[AGENT][NEUTRAL] OK, yeah, got that. And did you have your husband's date of birth? You may have mentioned that, but I'm sorry I missed it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK perfect thank you so much. So yeah, we've got you terminated on our end um I can put in a request to have like a certificate.
[AGENT][NEUTRAL] To get a credible coverage mail that shows that it's terminated, do you want me to do that?
[CUSTOMER][NEUTRAL] Um, so it, it shows that it's terminated on your end, is that correct?
[AGENT][NEUTRAL] Yes, it is, yeah.
[CUSTOMER][NEGATIVE] OK, um, I don't know how to go about because, um, y'all can't call the pharmacy and stuff, can y'all?
[AGENT][NEUTRAL] Uh, no, we wouldn't typically do that, no.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Let's see, is there a way to email me a termination letter stating that it's been terminated?
[AGENT][NEUTRAL] Um, I can put in that request.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, do you know how long it would take?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I can, I can put in that it's urgent if you're waiting on the pharmacy.
[AGENT][NEGATIVE] So, no.
[CUSTOMER][NEUTRAL] Yes, because they're not filling up the prescriptions that we need um and uh.
[CUSTOMER][NEUTRAL] And so they need the sooner here saying that they it has to be canceled and removed and all of that so that's why I'm like I'm yeah I'm trying to get yeah.
[AGENT][NEUTRAL] You can also share with them our number if they wanna call and verify that your policy is terminated, so you can definitely do that too.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the pharmacy?
[AGENT][NEUTRAL] Uh-huh, yep.
[CUSTOMER][POSITIVE] OK, to where they could pro OK, um, it's the number I called. OK, um, I may actually do that as well if you could also just request an email termination letter and I can get it sent that way it can get sent to my email and I have it, that would be perfect.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will do that. I'll get that uh request sent in now, um, and then we'll get that and then like I said just give them our number if they wanna call we can verify that the policy is terminated.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][NEUTRAL] OK, is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, I think that is it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.