AccountId: 011433970860
ContactId: adabaddb-7366-4691-a137-1b753d971d51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 863479 ms
Total Talk Time (AGENT): 550937 ms
Total Talk Time (CUSTOMER): 201783 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/adabaddb-7366-4691-a137-1b753d971d51_20250207T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Um, I'm calling. Hi.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have policy number 256-6502.
[CUSTOMER][NEUTRAL] I'm not transferring a call. Um, there's two active policies for this member and I'm not sure where to process my claim.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let's take a look. 256-6502.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any day now for [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Alright, let me go to CUINQ.
[AGENT][NEUTRAL] So what we have here.
[AGENT][NEUTRAL] OK. What's the effective date of the claim?
[CUSTOMER][NEUTRAL] Um, 1, I believe it's [PII].
[AGENT][NEUTRAL] Of this year
[CUSTOMER][NEUTRAL] Of this year, yes.
[AGENT][NEUTRAL] OK, it's gonna go under the Medlik 9. The group apparently changed benefits during their renewal and dropped the Medlink 6 and effective [PII], uh, started a new product Medlink 9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shouldn't the other one have the L in it just to let us know that that one is lapsed or no?
[AGENT][NEUTRAL] Hold on, let's see. It may have a it.
[AGENT][NEGATIVE] OK, wow, something's not right here.
[CUSTOMER][NEUTRAL] And I have another one for another group that's the same, yeah.
[AGENT][NEUTRAL] It's got a future lapse date of two holy calzones. Hold on, let's go to.
[CUSTOMER][NEUTRAL] Holy cow
[AGENT][NEUTRAL] Let's go to 24542. OK, renewal effective. Why is the why, why is the future lapate? No, the future laps that needs to be changed to 11. Who has the future lapse state to this?
[AGENT][NEUTRAL] Delete request from OSC a city process. [PII] with provider's office. Oh wow, OK, let's go look at GRPIQ to see if there's any other ones like this for this group.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, because I have a different group number, a different policy that I kinda have the same problem with too.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And of course it happens on Fridays, you know.
[AGENT][NEUTRAL] Yes, there are lots out here. There are several out here with double policies. Let's look at [PII] or whatever.
[CUSTOMER][NEUTRAL] When it's supposed to be easy.
[CUSTOMER][NEUTRAL] Oh, I'm sorry [PII], do you wanna transfer me to someone else so that someone else can do it?
[AGENT][NEUTRAL] Yes, look at it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, I need to know who's putting these laps, future laps states of 21 in here.
[AGENT][POSITIVE] As soon as I know that, we can, I can let them know we got to get these la states.
[CUSTOMER][NEUTRAL] I'll just pen my claim until it's figured out.
[AGENT][NEUTRAL] Yeah, they've got the wrong feature lap state in here because that other policy, the new policy starting effective 11 for the notes, you know, um, for the GRPMB notes this was effective 11,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's a whole group like that, you said?
[AGENT][NEUTRAL] It's not the whole group, um.
[AGENT][NEUTRAL] But if you pull up GRPIQ.
[AGENT][NEUTRAL] You can see it starts with the first person, [PII]. He's got two policies.
[AGENT][NEUTRAL] The meddling sticks to the med. Then [PII], the next person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then [PII].
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Oh [PII], they've all got that, see, [PII] needs a, uh, but he's got 21, he's only paid the 12:30, which.
[CUSTOMER][NEGATIVE] What a mess.
[AGENT][MIXED] He does have the right future lap state in there. And the thing is, his pay date looks wrong. It says 12:30 so 12:31, you know, yeah, I don't know who's got to clean this stuff. I don't if this is billing.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I don't
[AGENT][NEGATIVE] I don't know who cleans this up.
[CUSTOMER][NEUTRAL] Me neither.
[AGENT][NEUTRAL] My pay to look.
[CUSTOMER][NEUTRAL] But I, it is supposed to be under the Medin 9 is what we know for sure.
[AGENT][NEUTRAL] Right, right, cause for the GR.
[CUSTOMER][NEUTRAL] But if we can get an L on the other one just so.
[AGENT][NEUTRAL] And the only way that's gonna happen is if they get that um.
[AGENT][NEUTRAL] Those future life states corrected.
[CUSTOMER][NEUTRAL] I can, I can show it to [PII]. And then um can you verify another policy for me and I'll, I'll show [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, so this other policy number is 2589826.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, let's say I was gonna say [PII], but.
[CUSTOMER][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] Or [PII]
[CUSTOMER][NEUTRAL] I don't know, me and you.
[AGENT][NEUTRAL] Oh my lord.
[CUSTOMER][NEUTRAL] Maybe I should start saying it like that so people don't.
[AGENT][NEUTRAL] Oh [PII], help me, help me. OK, so let's look at the old policy. What kind of lapstick this same group by chance? No.
[CUSTOMER][NEUTRAL] No, it's not the same group uh.
[AGENT][NEUTRAL] Yeah, let's go to their GRP and be screened.
[AGENT][NEGATIVE] See what their notes have to say 262 0 entry, I hate entry.
[AGENT][NEUTRAL] OK, entry, let's see, renewal date [PII], dropping meddling 9, the 100 1000 plan.
[CUSTOMER][NEUTRAL] The 1000
[AGENT][NEUTRAL] So that ended, OK. So that the, the 251-7360 should be, it actually should have future laps. They did it. Actually, it should be lapsed, it should be lapsed.
[CUSTOMER][NEUTRAL] Yeah, I should have.
[CUSTOMER][NEUTRAL] It should be allowed to have an L, yeah.
[AGENT][NEUTRAL] Yes, that should be lapsed. Um.
[AGENT][NEUTRAL] And then the newer number that came effective 11 that's if it if they had a uh.
[AGENT][NEUTRAL] Deep breath. A claim for this year, so, you know, it's going to fall under the newer number, yes.
[CUSTOMER][NEUTRAL] That it is for January. OK. How do we get that L on the other one?
[AGENT][NEUTRAL] I, Lord, have [PII]. I think that normally happens during the renewal process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for both of them, so you, um.
[AGENT][POSITIVE] Actually I think we're gonna need.
[AGENT][NEUTRAL] Yeah, I'm stuttered. I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Put it
[AGENT][NEGATIVE] Crap, so entry and what was the other group number?
[AGENT][NEUTRAL] Some.
[CUSTOMER][NEUTRAL] Um, the other group is 24542.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And that was the first one. The second one now is 262-01.
[AGENT][NEUTRAL] OK, so we got 262-01 and 24542. It's not entry I don't like I think entry's got a sister group I'm having issues with. OK, let me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me, I am Olivi[PII]
[CUSTOMER][POSITIVE] OK. Thank you. I'm sorry.
[AGENT][NEUTRAL] Oh, no, you're fine. No, this needs to be taken care of.
[CUSTOMER][NEUTRAL] Yeah, I just, with the city of [PII] or however you say that like last year we had a bunch of these and you know how they had to, it was a mess, so I just wanted to make sure I do it right.
[AGENT][NEGATIVE] Oh, I think City of [PII] is a nightmare every year, if I'm not mistaken. Yeah, every time we hear that name, everybody in our department cringes. [PII], [PII] does. She gets stuck with it most of the time. She cringes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][NEGATIVE] Oh, poor thing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see. I have claims on the phone two groups had plan changes. We put 262-01 and 24542.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The old policies either do not have a future lapse lapse date or they have the wrong future lapse date.
[AGENT][NEUTRAL] Of [PII]. OK, had planned changes and that, but the more effective [PII] if I'm not mistaken.
[CUSTOMER][NEUTRAL] Yes, on [PII].
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm asking who's this need to go to to have the future lamp state added in or corrected. Good Lord, have [PII]. Mm mm mm mm mm mm mm mm mm mm.
[CUSTOMER][POSITIVE] Uh, you just made my day.
[CUSTOMER][POSITIVE] It's so fun.
[AGENT][NEUTRAL] Girl, everything's always chaos. You just have to learn to laugh about it and have your little panic moment and go through all the modes and you know.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I know it's like a little toxic relationship, huh?
[CUSTOMER][NEUTRAL] Our ups and our downs.
[AGENT][POSITIVE] Yes, uh, I'll get to laughing so hysterically one time [PII] about twice and she said, are you OK? [PII], I said, girl, if I don't laugh, if I do not laugh, I'm gonna sit over here and lose it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know that's how we released anger cause or like, not even anger, um like all the stress from it.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Stress, anxiety, or being overwhelmed, the whole nine yards. OK, uh, let's see, I have no idea what has happened.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] If I was in [PII], I would invite you over for a drink.
[CUSTOMER][NEUTRAL] Maybe one day
[AGENT][NEUTRAL] Where do you live? Where do you live, [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm in [PII].
[AGENT][POSITIVE] I, I, I need to make a trip, girl. I need to make a trip.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or if I go to [PII], I'm gonna go look for you. Where's [PII].
[AGENT][POSITIVE] That's right. That's exactly right. We're gonna find each other.
[AGENT][POSITIVE] I think I'd rather come to [PII].
[CUSTOMER][NEUTRAL] Oh yeah, really, there's nothing over there?
[AGENT][NEUTRAL] Oh well, I've driven through there, but it was like 4040 years ago. I moved from [PII] to [PII] and we drove across country. So I've driven through it. I don't remember one step from another, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 40 years ago.
[CUSTOMER][NEUTRAL] Oh my goodness. You need another road trip.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh girl, that was a road trip and had a [PII] baby, not even [PII], so yeah, driving a U-Haul, pulling a car too. It was fun, if I remember correctly. OK, she
[CUSTOMER][POSITIVE] Oh my gosh, how did you do it?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Was it worth it like moving all the way over there?
[AGENT][NEUTRAL] Well, my husband at the time, he was in the military.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I, I will say I absolutely, we lived in [PII]. My daughter lives in [PII] here in [PII]. I had to think about it, but what was on Oceanside at [PII] and it was just, just that the weather was so perfect. Oh my [PII], there for a year, so perfect. It was wonderful.
[CUSTOMER][POSITIVE] Oh nice.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] There was money rolled from one policy to another on some.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] and [PII] did that. OK.
[AGENT][NEUTRAL] I don't know what I.
[AGENT][NEUTRAL] OK, uh, hold on one second.
[AGENT][NEUTRAL] OK, so [PII] has.
[AGENT][NEUTRAL] A claim on.
[AGENT][NEUTRAL] Policy.
[AGENT][NEUTRAL] Number 256-6502.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] uh policy is.
[AGENT][NEUTRAL] The new policy is effective [PII].
[AGENT][NEUTRAL] Oh policy.
[CUSTOMER][NEUTRAL] It says labs.
[AGENT][NEUTRAL] As your lapsed date of [PII].
[AGENT][NEUTRAL] I'm trying to give her something specific to look at now, so that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, and the other was G, wait, to [PII], thank you. We're gonna go with that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The other one is uh.
[AGENT][NEUTRAL] Let's say ta ta ta.
[CUSTOMER][NEUTRAL] Yeah, this one doesn't have a future lapse date but either way like I just wanted to make sure that we're processing it under the right policy.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Oh bless you. I'm gonna have it moved.
[AGENT][POSITIVE] Oh, thank you. That's effective [PII].
[AGENT][NEUTRAL] CEO policy.
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] Does not have a FLD.
[AGENT][NEUTRAL] That's 60 IQ that should be 60, yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Alright, well, I'm about to add, see if I can add [PII] to our phone call.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, I won't tie you up here longer than I have to, but we're gonna try to get it resolved. How about this?
[CUSTOMER][POSITIVE] Oh, that'd be awesome thank you.
[AGENT][NEUTRAL] Certainly. Let's see.
[AGENT][NEUTRAL] What's her numbers 1, I don't have 936. I doing this right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's talking about 326-8.
[AGENT][NEUTRAL] I wonder if I