AccountId: 011433970860
ContactId: 8c902021-ef10-4998-86a1-0b66f93b8480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1094939 ms
Total Talk Time (AGENT): 232044 ms
Total Talk Time (CUSTOMER): 445108 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/8c902021-ef10-4998-86a1-0b66f93b8480_20250219T15:36_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I'm hearing you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII] with the City of Hark resources department. I'm
[CUSTOMER][NEUTRAL] I have a policy with APL, so we also have an employee that has a policy with APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That employees
[CUSTOMER][NEUTRAL] Uh, end date is gonna be.
[CUSTOMER][NEUTRAL] [PII] or the end of June we're not really sure and we know the policy is portable. How do I get the form for her to support the policy?
[AGENT][POSITIVE] They can give us a call, [PII], and then we can get that available to them we'll be able to get that ported.
[CUSTOMER][POSITIVE] Hang on a second here. I gotta close the door for a second. Um, this is good. For that to [PII] at [PII] and I'll be right back with you, OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's terminal right now.
[AGENT][NEUTRAL] Oh I see oh I see OK.
[CUSTOMER][NEUTRAL] She has a family, so I just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, we're just trying to you on her.
[CUSTOMER][NEUTRAL] Because I just got off the phone with her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right now she has a policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And it's been paying, I don't know how much longer it's gonna pay, but when her benefits and she's had this policy, it's helped her family. It's gonna be a little help once she's gone.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Can somebody bought me a packet of forms where they don't have to call.
[AGENT][POSITIVE] Of course, OK, I completely understand. Sorry about the confusion, [PII], really quick before.
[CUSTOMER][POSITIVE] It's OK. You're good, you're good.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] I said, no, you're good. I get it.
[AGENT][NEUTRAL] OK, um, before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Did you send it already Ty? OK, let me.
[CUSTOMER][NEUTRAL] Let me check for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry [PII], I think I missed a digit there could you repeat that callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you and you are the group admin correct?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm the assistant director of human resources, yes ma'am.
[AGENT][NEUTRAL] Got it um do you have that group number?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I don't have the group number because what happened was with our old broker.
[CUSTOMER][NEUTRAL] We had it and then the new broker didn't cover it but they carry we're carrying it with you guys.
[CUSTOMER][NEUTRAL] Independently because I kept my policy with you guys too.
[AGENT][NEUTRAL] Oh, I see. OK, um, do you have, uh, her policy number?
[CUSTOMER][NEUTRAL] I don't. I have her social date of birth, you know, we can even find. I have a policy also.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's a social would work fine.
[CUSTOMER][NEUTRAL] I'm printing it right now, give me a minute.
[CUSTOMER][NEUTRAL] OK, social is gonna be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name uh for the employee?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty one moment.
[AGENT][NEUTRAL] And then uh do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh, I do. Let me just run tight. It's gonna print out grab them for me if you don't mind. Uh, let me grab it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh no you're fine.
[CUSTOMER][NEUTRAL] I'm multitasking. I've got 2 employees and you that I'm working with right.
[AGENT][NEUTRAL] I can tell
[AGENT][POSITIVE] You are perfectly fine, don't worry.
[CUSTOMER][NEUTRAL] OK, uh, her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Let's see, trying to was this, is it City of [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] OK awesome I do see you as a contact for this group perfect um alright [PII] I'm not quite sure I'm gonna be completely honest with you I've not run into this exact situation before um and so you said that it's either going to terminate the end of March or the end of June, correct?
[CUSTOMER][NEUTRAL] Well, no, it's not. We don't know. The thing is, is that her employment may terminate one of those two. We're not sure. We're working on it right now. Her FMLA is going to run out at the end of March, but we're trying to extend it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I understand. So if you don't mind, I'm going to put you on a brief hold. I'm gonna reach out to our customer service department and see what we might be able to do for you, um, and essentially you're just because I do see that, um, she's a spouse [PII] listed under the policy as well, but you would just rather handle it yourself if possible, right?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Well, they actually called us this morning and uh me and my boss said that I would reach out and I said I would reach out because I also have the same policy and I'm going to be retiring so I want to know about carrying mine over too so it's gonna work for.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] Oh, I see. Well, in that case, let's see, let's go ahead and can I get your policy number as well, [PII], if you have it?
[CUSTOMER][NEUTRAL] So it's not a.
[CUSTOMER][NEUTRAL] How about I don't let me give you my social and my date of birth.
[AGENT][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK, yes, that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, my social is
[CUSTOMER][NEUTRAL] It's [PII]. That's my social.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So again, he just did this memo up.
[CUSTOMER][NEGATIVE] When he did this, why did he do it with this on there? I don't understand what's so hard for him.
[CUSTOMER][NEUTRAL] I he's telling us that you said we, we get used to, we're not, we're not denying use to her, we understand it, but we also have to have coverage, so this thing that someone typed up is still not a memorandum. This memorandum is telling us what we already know. So is there any way I could talk to him?
[CUSTOMER][NEUTRAL] Because this is [PII], your master sergeant that she's sending this from.
[CUSTOMER][NEGATIVE] You know, we get this. You say is not our issue. The issue is having orders because we're going to pay somebody in the memorandum, which this would have been this memorandum, why didn't they just do this and put this all on there and send it over? That would have saved your life and my life.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, yeah, just it's just.
[CUSTOMER][NEUTRAL] Yeah, it's just it's not a big deal. We just because what happens is we have taxpayers' money and when the auditors audit gonna why'd you pay him? That's, that's not a memorandum and it's not it's.
[CUSTOMER][NEUTRAL] It's a schedule. It can be anybody's schedule, but if that schedules on this memorandum, which she just did, obviously.
[CUSTOMER][NEUTRAL] Did you need a copy? You have another one. I'll let Miss [PII] see it and uh.
[CUSTOMER][NEUTRAL] That's it. You're gonna do your MMI and that's it, that's all. That's what that's saying.
[CUSTOMER][POSITIVE] So what MMI is is your medical ability to do what you do. That's your last appointment saying this is as good as it's gonna get, bam, and it's a doctor telling you and us. OK. Cobe, then you're golden. I'll let Miss [PII] see it and uh tell [PII].
[CUSTOMER][POSITIVE] [PII], see [PII]. Tell [PII] we're good. If he needs to call me, tell him to holler at me. I appreciate it. Be safe, stay, stay warm buddy. So here.
[CUSTOMER][NEUTRAL] Yeah, let me just tell this is not an issue.
[CUSTOMER][NEUTRAL] His name is [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she's not in her office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hope he's not too busy.
[CUSTOMER][NEUTRAL] Is that who you talked to him or did you talk to?
[CUSTOMER][NEUTRAL] You've reached the voicemail for [PII].
[CUSTOMER][NEUTRAL] your name number
[CUSTOMER][NEUTRAL] Good morning Master [PII] B. My name is [PII] with resource department. We are working on trying to make sure that the military elite.
[CUSTOMER][NEUTRAL] Hi, uh, and you brought a form. Could you call me. My direct number is.
[CUSTOMER][NEUTRAL] [PII] again my name is [PII] with the CFR resource department. My direct number is [PII]. Can you give me a call so that we can get the correct paperwork so we can get him paid again [PII]. [PII], thanks. Have a great day.
[CUSTOMER][POSITIVE] So he should call me and he should be able to give me what we need to get you squared away and if all else fails, we'll get it when you get back.
[CUSTOMER][POSITIVE] OK, so be safe. I'm working on it.
[CUSTOMER][POSITIVE] Oh, I love it.
[CUSTOMER][POSITIVE] I've been doing this 26 years. I love it.
[CUSTOMER][POSITIVE] And I'll pick up the phone. I'll call anybody. I don't, it's fun.
[CUSTOMER][POSITIVE] I do. I love it and it's like this. It keeps me busy. I look up it's [PII]. I'm like, oh, I was going to, yeah, it's like, OK, I don't smell like I've been here that long, but OK.
[CUSTOMER][NEUTRAL] Uh huh thank you. Oh, he's calling. uh do you mind holding a moment?
[AGENT][POSITIVE] You are perfectly fine. You need a break, girl.
[CUSTOMER][POSITIVE] OK all right thank you ma'am.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK, my lady, I'm back.
[AGENT][NEGATIVE] All right, you poor thing.
[AGENT][NEUTRAL] Got so much going on. OK, so.
[CUSTOMER][POSITIVE] That's every day. I love it though.
[AGENT][POSITIVE] I was gonna say that's a lot, but I understand it does make the day go by pretty fast.
[CUSTOMER][POSITIVE] It really does.
[AGENT][NEUTRAL] Alrighty, so I'm just gonna verify some of your information real quick, [PII]. um, what was your last name?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] My last name is [PII]. So I don't know if back in the day when I first started, it wouldn't all fit. So a lot of places they still have me under [PII], which is [PII], but my real name is actually [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we've got it as [PII], um, so they tried, I guess. OK, OK, and what was your date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yep, [PII], uh huh, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then just gonna verify a couple of pieces real quick if I can get your mailing address.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you and it looks like it is through the employer.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be my city email address so my new one, I don't know if you have my new one or my old one, but my new one is [PII].
[AGENT][NEUTRAL] That is yes OK that's what we've got right so [PII], I'm gonna put you on a brief hold and reach out to customer service um I'm of course gonna let you know that you're uh interested in your own policy being ported um again I'm not quite sure how we're gonna be able to handle [PII]'s being ported um but I will let them know and then we'll see what kind of options we have.
[CUSTOMER][NEGATIVE] Oh no, don't even, I was saying don't even worry about hers because if I get the forms she's gonna have the same forms I have to have.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, I see what you're saying. OK, OK, I understand all right.
[CUSTOMER][NEUTRAL] Not that we just we have nothing here.
[AGENT][POSITIVE] Got you, no worries. OK, well let me put you on a hold. I'll get right back with you OK?
[CUSTOMER][POSITIVE] Sounds great thank you ma'am.
[AGENT][POSITIVE] Alright thank you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing all right thank you. I've got a member on the line um and they're actually the an admin for a group, but they're interested in supporting their individual cancer policies see if that's possible.
[CUSTOMER][NEUTRAL] OK. OK. What is that policy number?
[AGENT][NEUTRAL] It is 02556324.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a call back
[AGENT][NEUTRAL] Are you ready for her? Oh yeah, yeah, it is uh [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you, and yes, I am ready.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.