AccountId: 011433970860
ContactId: 9bf5ebcc-c8f2-41c8-ac3f-cfba2184fb37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 850859 ms
Total Talk Time (AGENT): 228552 ms
Total Talk Time (CUSTOMER): 207404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/9bf5ebcc-c8f2-41c8-ac3f-cfba2184fb37_20250404T14:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Who am I crying?
[AGENT][NEUTRAL] This is APL American Public Life.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Can you check to see if [PII] has a policy?
[AGENT][NEUTRAL] What was the name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] Date of birth was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and uh [PII], uh, before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, do you have a policy number for [PII] or are we just checking to see if he had anything with us?
[CUSTOMER][NEGATIVE] No, he should have a policy. I don't have the number with me.
[AGENT][NEUTRAL] OK, um, I can start choosing his social.
[CUSTOMER][NEUTRAL] Could you give my date of birth [PII]?
[AGENT][NEGATIVE] Um, I can't search using the date of birth, unfortunately.
[CUSTOMER][NEUTRAL] OK, I'll look to see if I have it in the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was in my car, I think.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The number.
[CUSTOMER][NEUTRAL] That's the policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The payer ID number 60801.
[AGENT][NEUTRAL] That that's our payer ID. That's how providers can pay us electronically. That's not the policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 15494 is the group number. Does that help?
[AGENT][NEUTRAL] That I'm sorry that was 15494?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I could try searching that way give me just a moment.
[CUSTOMER][NEUTRAL] and stuff like that.
[CUSTOMER][NEUTRAL] She said she get up that way.
[AGENT][NEUTRAL] Yes, give me just a moment.
[CUSTOMER][NEUTRAL] She can.
[AGENT][NEUTRAL] OK and the last name was it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, we have to remove the hyphen.
[CUSTOMER][NEUTRAL] Not ATF.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment. This is quite a large group, so let me just try. I'm trying to search for him in here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Bear with me, [PII]. I'm, I'm not seeing him under this group. I'm trying to look through ones that might have terminated, so just bear with me, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that first name that was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, no, there's no one with that name for this group.
[CUSTOMER][NEUTRAL] OK, he might have been separated from the group.
[AGENT][NEUTRAL] Uh, I mean that group number. I don't see anyone with the name that ever had a policy, um, associated with it.
[CUSTOMER][NEUTRAL] He was, he was a dependent.
[AGENT][NEUTRAL] He was a dependent.
[CUSTOMER][NEUTRAL] Under under me.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK. All right. Well, that's, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And your last name, [PII], that was just [PII], is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Oh my goodness, OK, I'm going to try a different way, [PII], because I'm, I'm sorry, this group is just very, very large, so I'm just sifting through quite a bit. Um, what state do you live in?
[CUSTOMER][NEUTRAL] I live in [PII]. Let me tell you what happened, um.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] He used to be my dependent, the split up of all these.
[CUSTOMER][NEUTRAL] So I need to find out if it is still active. They said he still has it.
[CUSTOMER][NEUTRAL] If you could
[CUSTOMER][NEUTRAL] If that helps at all.
[AGENT][NEUTRAL] Could you repeat that, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] But they split it up for real.
[CUSTOMER][NEUTRAL] We used to have, like he used to be my dependent.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] You have to set up the policies.
[CUSTOMER][NEUTRAL] Separated them
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the program
[CUSTOMER][NEGATIVE] And [PII] was supposed to be discontinued with him, not with me.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So maybe in January of this year.
[CUSTOMER][NEUTRAL] In January of this year, he would have his own policy.
[AGENT][NEUTRAL] So he, he's on his own policy now.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK, so we're just, are we needing him removed?
[CUSTOMER][NEUTRAL] Cause I no, I no longer.
[AGENT][NEUTRAL] OK, so we're needing him removed from your policy?
[CUSTOMER][NEUTRAL] Yeah, that is.
[CUSTOMER][NEUTRAL] Separated, separated so that he has no policy and I don't have one anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, can I get, oh, what city, what city in [PII] do you live in, [PII]?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], could you verify that uh mailing address for me?
[CUSTOMER][NEUTRAL] It would be under the same [PII] my [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it. OK. I do believe I found you. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes. Um, can I get your date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Alright, I'm so sorry it took me so long to find it um OK so I am showing here this is a secondary medical policy, um, and your policy, I'm showing that it terminated [PII] and you currently don't have any active policies with us, so we don't offer individual policies.
[CUSTOMER][NEUTRAL] OK, I.
[AGENT][NEUTRAL] We don't offer individual policies. All of our policies are going to be through employers. So even if this policy were active, we couldn't just give one to [PII] on his own.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Well, they told me that he still has it, so he doesn't have it.
[AGENT][NEUTRAL] Uh, I'm not showing that you, uh, and none of your dependents are active with us. They did terminate [PII].
[CUSTOMER][NEUTRAL] OK, so you don't have individual plans?
[AGENT][NEUTRAL] No, ma'am, all of our policies are going to be through employers.
[CUSTOMER][NEUTRAL] So what do you recommend I do because they said that.
[CUSTOMER][NEUTRAL] But you still have a plan.
[AGENT][POSITIVE] I would get with your, I would get with your employer or whoever uh if [PII] is employed uh his employer and see what kinds of policies they offer, see who they have because that's that's how ours works it's gonna be through whatever the employer has to offer.
[CUSTOMER][NEUTRAL] But he still has.
[CUSTOMER][NEUTRAL] What you guys know?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Well, I'm not at work, so I was wondering how else I could access that information.
[CUSTOMER][NEGATIVE] It's when they over plans. I don't work for them anymore.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, again I'm not sure what other kinds of places offer secondary medical for individuals. The only ones that I'm aware of are going to be through employers.
[CUSTOMER][POSITIVE] OK. Thank you for your help.
[AGENT][POSITIVE] Of course I'm sorry there's not more I could do to help. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, I just need to know your coffee relaxer rat and you're saying it was hot.
[AGENT][NEUTRAL] Right, yes.
[AGENT][POSITIVE] That's correct. It did terminate.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course, thanks for giving us a call have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.