AccountId: 011433970860
ContactId: 9f42f47e-12d2-4115-8479-e4b28927159c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520058 ms
Total Talk Time (AGENT): 222093 ms
Total Talk Time (CUSTOMER): 141895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/9f42f47e-12d2-4115-8479-e4b28927159c_20250307T22:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII]. Um, I've had APL for quite some time now, um, and I wanna see what my full benefits are because I was recently hospitalized, um, and I wanna see, um, what kind of benefits I could use.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with your benefits. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], so like [PII] Uh-huh.
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, sorry about that. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Policy number I am driving, so I don't have that on me.
[AGENT][NEUTRAL] OK. OK, I can look, um, I can look the policy up with your social if you don't mind.
[CUSTOMER][NEUTRAL] Yeah, not at all. Let me know when you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here, here to go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your, do you have a middle initial?
[CUSTOMER][NEUTRAL] F
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment. I just located the policies.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Thank you for that. And then for your email, this may be your work email?
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] Yes, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So, hold on one moment.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Let me pull up all your policies.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm going to take a look at all the policies. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEGATIVE] They're not at all.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait a minute. Where is my guru.
[AGENT][NEUTRAL] OK, we're gonna put work day down. See you in a minute. Where is my group? OK, and I need, should I just put 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what am I gonna say?
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for the wait. So I do see that you have a few policies here, but I can't access them. I'm not sure why. So I'm gonna reach out to customer service and get a representative, um, that's the department that handles the policies. Um, so they'll be able to let us know.
[CUSTOMER][NEUTRAL] I'll
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] What policy is it? What did you say again? I'm sorry?
[AGENT][NEUTRAL] So you have a total of 3 policies. I can see them, but I can't access them. So I'm gonna try to get a customer service rep to help me so that we can give you your benefits and let you know about your policy.
[CUSTOMER][NEUTRAL] Oh, sounds OK. So do you want me to hold?
[AGENT][NEUTRAL] Yes, ma'am. I'm just gonna call them on the other line and then I'm gonna connect you, um, you two together.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] All right, and before I do that, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][NEUTRAL] You're welcome. Well, thanks for calling APL. Hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good. Um, I need some help. I have, well, I'll just give you one of them. There's a whole bunch of them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] 1260316.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she has quite a few policies, but there are 3 that have D7 and then all the other ones are lab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 260316.
[CUSTOMER][NEUTRAL] Testing payers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that one's B7.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All of these policies have been lapsed for years.
[CUSTOMER][NEUTRAL] What is she wanting?
[AGENT][NEUTRAL] She's wanting to go over um
[AGENT][NEUTRAL] Benefits. So D7 means it's laps as well. I, I don't know, it's just.
[CUSTOMER][NEGATIVE] That means declined.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Probably because she had another policy or at that time in [PII], she had a policy, so that's probably why those were declined.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] But yeah, the other policies have been lapsed since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, and she's with a group.
[CUSTOMER][NEUTRAL] Let's see NPL 16247.
[CUSTOMER][NEUTRAL] The group lapsed.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEGATIVE] Yeah she probably is calling the wrong company, uh, the, the group itself is lapsed, uh, they probably went with another com[PII].
[CUSTOMER][NEGATIVE] So she's probably just calling the wrong company.
[AGENT][NEUTRAL] OK. Well, I will let her know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Alright, thank you [PII] have a good weekend.
[AGENT][NEUTRAL] Alright. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever that definitely says transfer, but OK, I can handle it.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, thank you for holding. I apologize for that wait. So I was gonna transfer you to customer service, but I, um, we figured out why we couldn't access it. So your employer, the the whole group itself is no longer with APL, so you probably do have active insurance, but it's not with us. You haven't had an active policy with us since [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 2020 was the last policy.
[CUSTOMER][NEUTRAL] Oh, OK, so who is it through?
[AGENT][NEUTRAL] Well, I'm not sure. You'll have to reach out to your HR department. The whole your whole group employer, none of their contracts or employers, employees are with us, the whole employer left.
[AGENT][NEUTRAL] So you'll have to see who they chose for their insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, got it. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thanks.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.