AccountId: 011433970860
ContactId: a19f6706-8f32-43bb-8ee4-dff7fcf1e698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474899 ms
Total Talk Time (AGENT): 212263 ms
Total Talk Time (CUSTOMER): 205391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a19f6706-8f32-43bb-8ee4-dff7fcf1e698_20250312T17:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is um [PII], and I'm calling because I'm registered for um gap benefits through my company, but for the life of me, I can't find the information.
[CUSTOMER][NEUTRAL] Um, for my account or how to make a claim, can you help me with that?
[AGENT][NEUTRAL] Yes I can and if I could just have uh your social security number I could look it up that way.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And if I could just verify your date of birth, please, and a phone number while I'm looking this up.
[CUSTOMER][NEUTRAL] Yes. It's um [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] And I, I just have to get your address as well. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, home address?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][POSITIVE] Thank you very much. Um,
[AGENT][NEUTRAL] I do have a policy pulled up. Now, I show that you had a policy with us from [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Until [PII]. So,
[AGENT][NEUTRAL] If you have any claims from that period of time from [PII] until [PII], we would certainly be more than glad to process those. Um, what you will need is the uh is any sort of uh billing that you have, uh, itemized bills, anything at all that, uh, that will um allow us to uh to look up that, that, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, benefit. And then we also need the explanation of benefits from your major medical.
[AGENT][NEUTRAL] For that data service.
[CUSTOMER][NEUTRAL] Explanation of benefits from whoever was my
[CUSTOMER][NEUTRAL] Um, medical at the time.
[AGENT][NEUTRAL] Yes, that's correct. And then, uh, in, in among that the itemized bills, uh, if we could also have, um, you, there's a diagnosis code or basically why you went in to see the doctor, uh, to begin with. Uh, usually the attending physician will pro
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which wasn't covered by the primary. OK.
[AGENT][NEUTRAL] Yeah, so we just need that, that diagnosis code as well.
[CUSTOMER][NEUTRAL] OK, no problem, but
[CUSTOMER][NEUTRAL] OK, and then what is the group number or ID number?
[CUSTOMER][NEUTRAL] For the policy that was active at that time.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, I'm showing that the.
[AGENT][NEUTRAL] Group number was 15821 and that is
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That was uh CP franchising or cruise plan planners.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then was there like an employee number or anything or no?
[AGENT][NEUTRAL] No, that, that's the only number that I've got.
[CUSTOMER][NEUTRAL] So 15821 OK and then do you show anything active now because I was told, and let me see, I'm looking at my explanation of benefits which are active now.
[CUSTOMER][NEUTRAL] And it's showing me.
[AGENT][NEUTRAL] Well, now that may be with your major medical. We're, we're actually a secondary.
[CUSTOMER][NEUTRAL] That I have it.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Yeah, it might be with your major medical, um, but with your, this is a secondary or gap insurance and uh it
[CUSTOMER][NEUTRAL] Yeah, yeah, the, the gap insurance. It shows that I'm registered for this year, this current time since [PII].
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Since [PII] with this particular company, so that's what I'm trying to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, let's see because I'm showing that you've lapsed. Um, let's see if there isn't something else.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Just gonna look here.
[AGENT][NEUTRAL] OK, this is the only thing that I have uh in my system. uh let me see what we have.
[CUSTOMER][NEUTRAL] So it says.
[CUSTOMER][NEUTRAL] Yeah, and this is APL Medin select Gap Insurance, right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Yeah, that's what my
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, benefits administrator has sent to me.
[AGENT][NEUTRAL] Oh, OK. OK. Well, let's see what
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We have here because.
[CUSTOMER][NEGATIVE] But they were trying to request a copy of my card and then I never got it that's why I'm calling directly.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Right, yes, it is because we were showing that the, that the policy lapsed, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] No, we received something on [PII]. It was, uh, we actually received something from your company, uh, requesting that it, that it lapse as of that date. So I, you may want to talk to your HR, um, because like I said that we're showing that the policy isn't active.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Correct, cause
[CUSTOMER][NEUTRAL] Yeah, so last week I asked to send me and then she said.
[CUSTOMER][NEUTRAL] Boyer and [PII], I requested a copy of your card was forward when I received, but again,
[CUSTOMER][NEGATIVE] You're telling me I'm not covered.
[AGENT][NEUTRAL] Yeah, they didn't, they didn't request it from us, um, because the last thing that I show, uh, besides today was back in June, um, and then, uh, before that when uh when they uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] they canceled it, so.
[CUSTOMER][NEUTRAL] OK, so let me just see. um, OK, so accident insurance, that's one thing. Hospital insurance, that's another thing.
[CUSTOMER][NEUTRAL] Hospital insurance. Let me see what that is. OK, so that's another one, and then
[CUSTOMER][NEUTRAL] Upcoming benefits Lincoln. OK, I'll double check with them, but for this other one, then where would I send for the one back in [PII], where would I send?
[AGENT][NEUTRAL] You would send it.
[CUSTOMER][NEUTRAL] Anything
[AGENT][NEUTRAL] Sure. Our PO [PII] address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, but is all this sent just via mail? Can I send an email or uh?
[AGENT][NEUTRAL] You can also fax it and our, uh, because we're showing that that your labs, you can't send it online, but our fax number is 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9423.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] 9423. OK. Um, all right. Let me deal with my um benefits person and um thank you so much for the info.
[AGENT][POSITIVE] OK, well, thank you very much for contacting APL. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AT