AccountId: 011433970860
ContactId: 8f65cbc1-77cb-4054-9c08-7ec776cf7cf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 928669 ms
Total Talk Time (AGENT): 389872 ms
Total Talk Time (CUSTOMER): 174838 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/8f65cbc1-77cb-4054-9c08-7ec776cf7cf0_20250404T17:59_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, you said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, hi, [PII]. Hey, I was wondering if you can um verify my account or benefits.
[AGENT][NEUTRAL] OK, you're the policy holder and you have a question on your benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the last name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, uh, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and your policy number please?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, this one I got is 682-380-466.
[AGENT][NEUTRAL] OK, Mr. [PII], can you start over because I couldn't hear anything you said for a moment.
[CUSTOMER][NEUTRAL] 0 682.
[CUSTOMER][NEUTRAL] 380466
[AGENT][NEUTRAL] OK, and what type of number on your ID card does it state that that is?
[CUSTOMER][NEUTRAL] Uh, it doesn't say.
[AGENT][NEUTRAL] OK, so, but your card has American Public Life on it?
[CUSTOMER][NEUTRAL] No, uh uh.
[AGENT][NEUTRAL] OK, now I, OK, so just one moment.
[AGENT][NEUTRAL] OK, so one moment while I locate your information, Mr. [PII].
[AGENT][NEUTRAL] That's your member ID number, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's, that's my, my health.
[CUSTOMER][NEUTRAL] Uh, insurance number ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], any information that I do provide for you will be a verification of benefits.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And not a guarantee of payment. I will have to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm OK, thank you and then the last piece of information is going to be your email address.
[CUSTOMER][NEUTRAL] Uh that will be [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. So, yes, sir, um, I can see that this is the plan you have with APL is a hospital indemnity limited benefit plan. I can also see, Mr. [PII], that you have set up your profile in our portal called the online service center. So in case you're not aware of it, you do have a copy of your policy information in your portal as well.
[AGENT][POSITIVE] That does have all of your benefits in there.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] But I'll be happy to try and answer any questions for you. I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, so on the accidental death and dismemberment,
[CUSTOMER][NEUTRAL] Can you see that?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And just one moment.
[AGENT][NEUTRAL] Mm, just one moment while some information is still populating.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so how can I help you with that? I'm not sure that it is all loaded, but what is is your question?
[CUSTOMER][NEUTRAL] Yes, the question is how do I file a claim for that?
[AGENT][NEGATIVE] For death.
[AGENT][NEUTRAL] And dismemberment?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment and let me pull up the claim form.
[AGENT][NEUTRAL] OK, so do you mind letting me, I'm so sorry, but I'm having an issue with one of my screens. Do you mind letting me place you on hold for just a moment?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, perfect. Thank you so much for understanding. I appreciate it. Just one moment, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] Well, hey Miss [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I, I can hear you now. I could not hear you at first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you help me with something because I don't want to transfer this gentleman, but I've never had a call like this, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number that he's calling on is um
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, hold on, because it's one of those BWA ones.
[AGENT][NEUTRAL] The policy certificate is 2489846.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he's been fully verified. He's asking me how to file a claim for the accidental death and dismemberment.
[AGENT][NEUTRAL] First off, I don't, I mean, I see that policy language in the cert, but I don't see benefit information on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe I'm just don't understand what I'm looking at.
[AGENT][NEUTRAL] And the next question is, is what claim form, yes, how would he go about filing? I've never received one of these type of calls.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Give me 1 2nd to see if I can find it.
[AGENT][NEUTRAL] Oh, no, you're fine. Yeah, I'm, I'm just, again, I've never had one of these calls and I'm trying to just help him without having to have, you know, someone to call him back or transfer him.
[AGENT][NEUTRAL] Trying to learn something.
[CUSTOMER][POSITIVE] OK, you're good.
[AGENT][NEUTRAL] But I mean like
[AGENT][NEUTRAL] I don't, I don't
[CUSTOMER][NEUTRAL] See, hospital emergency accident.
[AGENT][NEUTRAL] I say accident and sickness.
[AGENT][NEUTRAL] Surgery, general anesthesia?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Check here.
[CUSTOMER][POSITIVE] And he has a benefit, OK.
[AGENT][NEUTRAL] We
[CUSTOMER][NEGATIVE] Accidental health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for an accidental death or dismemberment, I mean.
[CUSTOMER][NEUTRAL] I don't, I'm not seeing that.
[AGENT][NEUTRAL] I see down in the policy certificate, it talks about.
[AGENT][NEUTRAL] You know, just
[AGENT][NEUTRAL] On page 31 of 38 of the thing, it does talk about accident, accident and health, life, you know.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] That's for each insolvent company, the association will pay a person's claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] See how you take your life is my health insurance company fails [PII].
[AGENT][NEGATIVE] I cannot stand these BWA calls [PII].
[CUSTOMER][NEUTRAL] I've never heard about this one.
[CUSTOMER][NEUTRAL] Cause I've never taken one of these either.
[AGENT][POSITIVE] Oh good. I know.
[CUSTOMER][NEUTRAL] You can send them over and I'll see if I can um I'm gonna have to find out myself about it.
[AGENT][NEUTRAL] Um, well, I didn't tell him that I was gonna connect him, so do you mind, um, letting me try to join him in and just introducing you? Is it possible I can stay on the line or do I need to hang up? I mean, are you gonna have to call him back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEGATIVE] I'm gonna have to call them back because I've never had this one myself.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I've never I've never heard of this.
[AGENT][POSITIVE] Well, let me try and, me either. Me either. So, um thank you very much for your help with this one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me see if I can join him in with us and just introduce you, um, and then turn I'll I'll just leave the call, OK? But he's fully verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And he is already on the OSC so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] All right. Thank you, [PII]. All right.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII], and I have one of our claims, um, examiners on the line with us. Her name is [PII], and I am going to, [PII] is going to be further assisting you with your question today on your policy. [PII], are you able to hear Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so Mr. [PII], is there any, is there anything else that I can help you with today before I
[CUSTOMER][NEUTRAL] I did. Mhm.
[AGENT][NEUTRAL] Just release you to [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, um, the, the member ID I gave you was that the right one or do I have a different one?
[AGENT][NEUTRAL] Now I can also give you a specific policy number. We can pull your information up with the number, your member ID that you gave me, but in your portal with APL you'll also see this number that I'm about to give you. It's 02.
[AGENT][NEUTRAL] 48.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 48
[AGENT][NEUTRAL] 98.
[AGENT][NEUTRAL] 46.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] 46
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's the APL number?
[AGENT][NEUTRAL] Yes, sir, that you will see in your portal for APL mhm.
[CUSTOMER][POSITIVE] OK, alright, alright, thank you [PII].
[AGENT][POSITIVE] OK. Well, you're very welcome and
[CUSTOMER][NEUTRAL] Hi, did he, did he give you another?
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Did he give you another number? Did he give you another number at the beginning of the call?
[AGENT][NEUTRAL] [PII], he gave me, he did, he gave me the member ID number that's in the system it's 682.
[AGENT][NEUTRAL] 380.
[AGENT][NEUTRAL] 466.
[AGENT][NEUTRAL] He's with um this is through his association with the Business Workers of America. So on their ID cards, they do have a different number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] All right. OK. Well, again, Mr. [PII], before I leave the call, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much, [PII].
[AGENT][POSITIVE] Well, well, you're very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] OK, bye-bye.