AccountId: 011433970860
ContactId: 9c6fde91-6e96-4d71-9d74-7f6739b809f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383140 ms
Total Talk Time (AGENT): 151357 ms
Total Talk Time (CUSTOMER): 153470 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/9c6fde91-6e96-4d71-9d74-7f6739b809f5_20250124T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh yes, I was trying to um
[CUSTOMER][NEUTRAL] Let's see, we, there's someone by the name of [PII]?
[AGENT][NEUTRAL] Um, [PII] is gone for the day.
[CUSTOMER][NEUTRAL] OK. All right, this is [PII]. I was just trying to see if there was anything else that was needed for the appeal that she was on for the case.
[AGENT][NEUTRAL] All right, let me take a look at your um policy. Can I get, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] 02537097
[AGENT][NEUTRAL] So can I please have you verify your date of birth, address, and email address please?
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][POSITIVE] Alright, thank you so much, Ms. [PII] for verifying the information. You're calling um about your appeal.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And this is on your hospital indemnity plan?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] The appeal is because I had purchased insurance and um canceled within the 30 days period and they refused to give me my money back and they also took out more money so that's what I was doing the appeal about.
[AGENT][NEUTRAL] Oh, it's not a claim.
[AGENT][NEUTRAL] A claim that we pay and pay correctly, it's about premium.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's about, yeah, money that I paid for an insurance policy. I'm trying to what is this, is this like Department of insurance type thing or do they usually refer me to refer people to APL?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure um what you're calling on because I'm in claims. I can get you over to customer service they would be the one to help you with anything considering premiums that you may have paid um.
[CUSTOMER][NEUTRAL] Um, maybe I should, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what is APL exactly?
[AGENT][NEUTRAL] Insurance. It looks like you had a hospital indemnity plan with us, which is an insurance policy, and that policy was from 721 of 24 to 821 of 24.
[CUSTOMER][NEUTRAL] What is ATR?
[CUSTOMER][NEUTRAL] OK, so 8:20. Does it not show it can isn't it canceled though, or no?
[AGENT][NEUTRAL] Yeah, it's not an active policy.
[CUSTOMER][NEUTRAL] Oh, so it's canceled and when was it canceled as of? Do you, do you see the cancellation date?
[AGENT][NEUTRAL] Um, no, but I can get you over to customer service like I stated before, um, yes, I deal with claims, so I thought this was a claims issue. um, so I can get you, yeah, to customer service.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEGATIVE] No, not at all.
[CUSTOMER][NEUTRAL] I'll call back cause I think they they call probably went outside.
[CUSTOMER][NEUTRAL] OK, probably close now.
[AGENT][NEUTRAL] What? Customer service?
[CUSTOMER][NEUTRAL] Mhm. Are they still older?
[AGENT][NEUTRAL] Yeah, I can transfer you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in the Cancer queue. I have um Miss [PII] on the phone, policy 253-7097.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Turn it. Where's the blank screen? OK. 253, what was the rest of it?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Well, never mind, I think she hung up.
[CUSTOMER][NEUTRAL] What was it?
[AGENT][NEUTRAL] 253-709-97
[CUSTOMER][NEUTRAL] What does she want?
[AGENT][NEUTRAL] She said she was, she had called to speak to [PII]. I said she's not here and I pulled that thing up and I was like, you know, I thought it was an appeal on a claim. She said, no, it was an appeal on premium.
[AGENT][NEGATIVE] That she paid and was supposed to be getting back, um, she canceled the policy and something about she's supposed to be getting some money back or something and um so I was transferring her to customer service.
[AGENT][NEUTRAL] Because she doesn't have a claim on file and it's not have anything to do with the claim.
[CUSTOMER][NEUTRAL] Well, because she's with Business Workers of America, we don't handle that. She has to call Business Workers of America. She's still active.
[AGENT][NEUTRAL] Oh, I told her she wasn't cause I saw it was turned.
[CUSTOMER][NEUTRAL] Is it [PII], is it [PII] or do I have the wrong one pulled up?
[AGENT][NEUTRAL] Uh, [PII], Ms. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, no, OK, let me go back. I know the wrong person.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, she's still gonna have to call them even though she's lapsed because it's not showing that we've got anything but 11 month.
[AGENT][NEUTRAL] Yeah, I'm not I'm not, like I told her I had to transfer her to customer service because I wasn't too sure since you didn't have anything to do with the claim.
[CUSTOMER][NEUTRAL] I'll put a note.
[CUSTOMER][NEUTRAL] I'll put a note in here.
[CUSTOMER][NEUTRAL] Just in case she calls back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that way if it gets transferred to claims or whoever that maybe they'll see and that she needs to call business workers and then she might have figured that out while she's being transferred, who knows.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, but all right, thank you. Let me know if you need anything else, and you have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. You too, bye.