AccountId: 011433970860
ContactId: a67ca189-d5e8-47d8-bb2a-db2c64b4227a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216509 ms
Total Talk Time (AGENT): 69003 ms
Total Talk Time (CUSTOMER): 138299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a67ca189-d5e8-47d8-bb2a-db2c64b4227a_20250130T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in the cancer department.
[CUSTOMER][POSITIVE] Um, I'm good. I have, I hope you're doing well. I have a broker, [PII] on the line.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] I'm gonna notate all her information if you need it um on, on the notes but if you need a callback number I can give that to you now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is regarding policy number 254.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] And it's for part 2 [PII].
[CUSTOMER][NEUTRAL] And I've already gone over the claims aspect of what we need and why we need what we need.
[CUSTOMER][NEGATIVE] She's telling me that this will take over policy when they signed up with APL and there should have been takeover information listed. These folks were with Guardian and I see no takeover and listed, so of course he's, you know, subject to preexisting, but if he had takeover with Guardian.
[CUSTOMER][NEUTRAL] For several years, she's saying that shouldn't be.
[AGENT][NEUTRAL] Oh, OK. Wait, wait just a second. They, he's got a policy before this one too. No, he doesn't either.
[CUSTOMER][NEUTRAL] Uh uh, no. Mm mm. Yeah.
[AGENT][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] So that's that's what she's calling about she's saying that she sent that information to APL, but I don't see that information listed where I look at for takeover.
[AGENT][NEUTRAL] Yeah, and I don't, I don't know anything about the takeover, so I don't have a clue either, but I will get with her and
[AGENT][NEUTRAL] Find out and call her back. But uh you can transfer. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here she comes one moment.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you for patiently waiting for me, Miss [PII]. You there? OK, wonderful. I have Miss [PII] on the line and she's going in customer service. She's gonna further assist you and you have an awesome rest of your day and thanks for taking my call again. Bye bye bye mhm.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you doing?
[AGENT][NEUTRAL] I'm good. Uh, she was stating that this insured was supposed to be on.
[AGENT][NEUTRAL] Um, where they had a policy before or?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, so I had moved 7 school districts over to [PII] in September, and all of them had prior cancer policies with Guardian and um all that information as far as even the employees who had those policies was obviously sent over to our, you know, sales team when we were on boarding um and they were supposed to I guess maybe forward it on to your department so that way we'd avoid this, um, you know, claims getting declined because of preexisting conditions so it looks like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Those groups never got, you know, the proper documentation on the back end so what do we need to do so we don't have this happen and uh you know, clients obviously get very frustrated uh when claims are getting declined, yeah.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] Yeah, um, let me get with my supervisor, um, and see what we need, uh, or if they've got the information, and I'll give you a call back this afternoon, um, and your number is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and that's a direct line?
[CUSTOMER][NEUTRAL] Yes, my assistant may answer but yes yeah.
[AGENT][NEUTRAL] OK, let
[AGENT][NEUTRAL] Mm, OK, well let me get with my supervisor and see what we need to do uh to get this corrected on our end and I'll give you a call back.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK.