AccountId: 011433970860
ContactId: 9eeb3d76-d959-427d-bd76-c8e3d08443fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599320 ms
Total Talk Time (AGENT): 138944 ms
Total Talk Time (CUSTOMER): 265873 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/9eeb3d76-d959-427d-bd76-c8e3d08443fb_20250212T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling, um, I had spoken with a representative on Monday, and, um, I have a policy with you guys but it's supposed to be $5000 for the new policy, and she said that it was still in like the the new policy they confirmed application for it through our group but it was still on processing.
[CUSTOMER][NEUTRAL] Um, and to check back to see if it was completed yet so that I can finish filing my claim.
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 2461873 but I don't know what the new policy number will be.
[AGENT][NEUTRAL] OK, can I have
[CUSTOMER][NEUTRAL] Cause she said with the new thing it will be a new policy number.
[AGENT][NEUTRAL] OK. Can I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. My address is [PII]. And what was the other thing you needed?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So I'm pulling it up right now and there is.
[AGENT][NEUTRAL] No other policies listed that I can see on my end. One moment.
[AGENT][NEUTRAL] going through your notes.
[CUSTOMER][NEUTRAL] Or can you find out how long this processing is gonna take because it's supposed to be active [PII] and here we are in the middle of February.
[AGENT][NEUTRAL] OK. What I'm going to do, I'm gonna get you over to customer service so they can better assist you cause we have no idea on that question. So I'm gonna place you on a brief hold. You're welcome, [PII]. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in claims. How are you?
[CUSTOMER][POSITIVE] I'm good [PII]. How are you?
[AGENT][POSITIVE] I am wonderful, thanks for asking. I have an individual on the phone. She is an insured and she's calling regarding uh policy 02461873.
[AGENT][NEGATIVE] And she's called several times and she's feeling we're giving her to run around about the new policy. She should have a different policy effect of [PII], but it has not updated in our system.
[AGENT][NEUTRAL] And she wants to know why and how long does the process take and
[AGENT][NEUTRAL] Yada yada [PII].
[CUSTOMER][NEUTRAL] OK, so the, the group changed on [PII]?
[AGENT][NEUTRAL] Is what she was told.
[AGENT][NEUTRAL] So the benefits amount changed.
[CUSTOMER][NEUTRAL] OK, hold on, let me pull up 3.
[CUSTOMER][NEUTRAL] Give me just a second let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And get all the ducks in the room real quick.
[AGENT][NEUTRAL] Oh, no worries. Take your time. I'm sure she's not going anywhere.
[AGENT][NEUTRAL] I just don't want to give her the wrong information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean, I'm not showing any changes in EMPL.
[CUSTOMER][NEUTRAL] Their renewal was [PII].
[CUSTOMER][NEUTRAL] And there's no changes in here, since I mean there's nothing in here for the renewal for [PII]. OK, hold on.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Because she was told that she should, her benefits should go from 3000 to 5000 as of [PII], but I can only go by what I'm seeing in the system. I don't.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't have a clue about anything else.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] What are their plans?
[CUSTOMER][NEUTRAL] OK, there is a 5000 plan on here.
[CUSTOMER][NEUTRAL] But if we were, were we told that she was upgrading is this group on a file feed? Yes they are.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Mm, mm mm.
[CUSTOMER][NEUTRAL] And this is one of my groups. Hold on, let me check and see if I have an exceptional report.
[CUSTOMER][NEUTRAL] 266.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm not showing.
[CUSTOMER][NEGATIVE] Don't see her on that one.
[CUSTOMER][NEUTRAL] OK, and you it's [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] She's not on that one either.
[CUSTOMER][NEGATIVE] What in the world is taking a computer so long. Come on now.
[AGENT][NEGATIVE] Mine's been slow all week.
[CUSTOMER][NEGATIVE] it started yesterday and I thought it, it may have just been the weather, but I don't know, it's just been really agitating.
[CUSTOMER][NEUTRAL] I do not see her in any exception report to change her plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's do this. Let me check the file feed, the actual file feed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My only thing that's in that file feed is one dagggu policy. How in the world.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I'm gonna check one more place and then I'm gonna get you to transfer her because I may have to contact the group and all this other stuff to see an enrollment services because I don't see anything.
[CUSTOMER][NEUTRAL] Upgrading her policy 2461873. I'm checking the hub now to see if there's a request out there.
[AGENT][NEUTRAL] And maybe she can better explain where she got that information from if it's not correct, and it's not changing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, there is a request out here see a list of terminations.
[CUSTOMER][NEGATIVE] My goodness, this is a mess.
[CUSTOMER][NEGATIVE] Complete mess. [PII]. OK, here she is.
[CUSTOMER][NEUTRAL] We noticed that the weekly files do not include all the records for current active APL policies. Could you please review to determine what has caused the records below to drop off the APL file fee? Please be aware that APL does not turn my own omission. So if we are the term be a file fee, we need the term dates included in the files from [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I don't see anything telling her, telling us to upgrade her benefits. So I guess go ahead and transfer her money, and I'll talk to her and tell her that we don't have a request to change it, so you can't just change it off for word. It has to come from the group.
[AGENT][POSITIVE] OK, thank you. I appreciate it and that way if she does call back again then I'll know.
[CUSTOMER][POSITIVE] No problem, yes.
[AGENT][POSITIVE] Thank you. I appreciate it. Here she goes.
[CUSTOMER][POSITIVE] You're welcome, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.