AccountId: 011433970860
ContactId: a2ebff56-e094-4e00-9384-95a7ca7028be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 765979 ms
Total Talk Time (AGENT): 392747 ms
Total Talk Time (CUSTOMER): 168135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a2ebff56-e094-4e00-9384-95a7ca7028be_20250606T16:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I see, I received a letter in the mail from you all and I have no idea what it's talking about. It's got a certificate number and it's got me as an insured. I don't know what, what this is about.
[AGENT][NEUTRAL] OK. So you're, it's showing you as the insured and you said that you've received a letter from APL. Is that correct?
[CUSTOMER][NEUTRAL] I can do
[CUSTOMER][NEUTRAL] Yes, it says policy owner's request support coverage.
[AGENT][POSITIVE] Yes, ma'am. I can.
[AGENT][NEUTRAL] OK, so I can certainly help you with this. um, what I'll need to do though is to pull up the information first and verify some things with you for security so who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number that that is showing you?
[CUSTOMER][NEUTRAL] Is that the certificate number?
[AGENT][NEUTRAL] Uh yes, ma'am. Probably.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 025473
[CUSTOMER][NEUTRAL] 88.
[AGENT][NEUTRAL] OK. All right. So if you'll give me just a couple of minutes um to get that pulled up.
[AGENT][NEUTRAL] OK, so Ms. [PII], as I said, first off, I would need to verify several things with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address please.
[CUSTOMER][NEUTRAL] All lowercase [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. So give me just a moment.
[AGENT][NEUTRAL] OK, so this is a policy that you had, um, acquired for, it was a limited benefit hospital indemnity policy.
[AGENT][NEUTRAL] And we're showing that.
[AGENT][NEUTRAL] Did you just receive the letter for this policy?
[CUSTOMER][NEUTRAL] Yes, it's dated [PII].
[AGENT][NEUTRAL] OK, so give me just a moment to see if I can pull up a copy of that letter.
[AGENT][NEUTRAL] It takes a moment to load.
[CUSTOMER][NEUTRAL] What did you say, a limited uh indemned? What did you say?
[AGENT][NEUTRAL] Yes, ma'am, this is a medical, it was a hospital indemnity limited benefit plan that you had taken out last August. It went into effect with this [PII].
[AGENT][NEUTRAL] Of [PII], but it's showing no longer active. This was through the um enrollment with Business Workers of America.
[CUSTOMER][NEUTRAL] Uh, I don't know what that is.
[AGENT][NEUTRAL] So this letter was just indicating that if you were wanting to continue this policy on your own without paying for it the way that you had been.
[AGENT][NEUTRAL] Uh, you would complete that form and return it back to us.
[AGENT][NEUTRAL] But let me ask a question on something if you don't mind. Can you bear with me because you're the first person that I've received a call from regarding this type of letter. So do you mind giving me just a moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm just checking on this for you, but that is what I'm looking at a copy of that letter also, um, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You said it was purchased through a business employer?
[AGENT][NEUTRAL] Yes, ma'am. So there is a, it's like a um an association. Are you an independent business owner?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so your enrollment information came to us through an association that we work with called Business Workers of America.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's where the agents are located and they are also the company um that handles any type of deductions for premium on this policy.
[AGENT][POSITIVE] Now, if you weren't even aware that you have this policy and we're paying for it, I mean, I will be very happy to provide you with the contact information for them so that you can reach out and then I can connect you with them also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] But this was a medical type policy.
[CUSTOMER][NEGATIVE] As far as I know, I haven't been paying anything.
[AGENT][NEUTRAL] Yeah, again, this, um, I was curious as to why it had taken so long because I show your policy was effective [PII], but it turned [PII]. It was like it was active for one month.
[CUSTOMER][NEUTRAL] Yeah, I, I have.
[AGENT][NEUTRAL] So I don't know if we just received notification from them, um.
[CUSTOMER][NEUTRAL] It was during that time.
[AGENT][NEUTRAL] To turn the policy and that's why.
[AGENT][NEUTRAL] So, yes, see, it's, it looks like we just received.
[AGENT][NEUTRAL] Determination, you know.
[AGENT][NEUTRAL] To term this policy on [PII] of this year, so I don't know what the delay, unfortunately, I can't tell that, Ms. [PII], but that's what generated that letter to be sent to you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] OK. Cause I, I haven't paid for anything. Now during that, about that time, I signed up for uh medical insurance through the marketplace.
[AGENT][NEUTRAL] Uh-huh. So that's, that is more than likely.
[CUSTOMER][NEUTRAL] But, but, uh.
[AGENT][NEUTRAL] Alright, so give me, I'm looking again now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so yes, we just, it was, it came out on an, an audit report, Ms. [PII], um, that your policy was not active anymore. But again, if you have any questions on this policy or about your enrollment for this type of plan you had, I will be happy to provide you the customer support.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Phone number that you would contact and I can also provide an email address for them.
[CUSTOMER][NEGATIVE] OK, just give me a phone number. I just, uh, you know, you hear about people's identity being stolen. I don't know why anybody wants to steal my identity, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] We all say that. I say the same thing, but you know, there's backups out there that do it every day. So the phone number for um customer support at member services is [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And again they also have an email you know I'll be happy to connect you with that number, but in the event you had to leave a voicemail would you wanna do that if one of their agents is not available? I'm not gonna just drop you into the a voicemail without asking you first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I can, I can leave a voicemail, uh, easier than email cause I don't have internet here at the house. What was your name, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. My, my name is [PII].
[CUSTOMER][POSITIVE] Oh, thank you, [PII].
[AGENT][NEUTRAL] Well, you're welcome. So is there anything else that I can help you with, Ms. [PII], before I connect you over there?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Not that I know of.
[AGENT][NEUTRAL] OK. Well, thank you so, oh, you're welcome and thank you for calling APL. I hope you have a wonderful weekend and I just want to re-verify that you do want to leave a message if an agent is not available.
[CUSTOMER][POSITIVE] But thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yes, ma'am. Well, I'll be happy to connect you. So have a wonderful weekend. It was my pleasure talking to you today.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank you, you too. Yeah. All right. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you for calling member services.
[CUSTOMER][NEUTRAL] All calls are recorded for quality assurance.
[CUSTOMER][NEUTRAL] Our hours of operation are Monday through Friday [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it at any time.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4.
[CUSTOMER][NEUTRAL] You are currently caller number 7 waiting to speak with a representative. The estimated hold time is currently 2 minutes. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 6, waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] I'm so sorry. Did you say your name is [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am that's correct.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have a member on the line or a former member. She had received a letter from us and but she didn't even, she was not even aware of the coverage, so she kind of thought that, you know, just verifying that it wasn't a scam.
[AGENT][NEUTRAL] But when I referenced, you know, the Association of Business Workers of America, that did not do anything for her as far as knowing that, you know, she had coverage. So she's just, we share the policy was only really active for one month, but she still just wants to verify.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How she acquired the coverage.
[CUSTOMER][NEUTRAL] OK, yes ma'am, uh, did you wanna send her over to me?
[AGENT][NEUTRAL] Yes, uh-huh. And her name is [PII].
[CUSTOMER][POSITIVE] [PII] perfect awesome and does she have her member ID number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, she had our APL policy number because that is what was referenced on her letter, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect then.
[AGENT][NEUTRAL] Yeah, I don't think so. Probably not.
[CUSTOMER][POSITIVE] Alrighty no problem whenever you're ready to send her over.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][POSITIVE] All right well thank you so much and I hope you have a nice weekend, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Alright, bye bye.