AccountId: 011433970860
ContactId: af67902d-dca0-480a-94d6-ce812d23ade3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464859 ms
Total Talk Time (AGENT): 148611 ms
Total Talk Time (CUSTOMER): 114512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/af67902d-dca0-480a-94d6-ce812d23ade3_20250605T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, we're trying to coordinate benefits for one of your uh dependents, um.
[CUSTOMER][NEUTRAL] A spouses or an employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the covered person is.
[CUSTOMER][NEUTRAL] [PII]. My last name is [PII]
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Policy number, um.
[AGENT][NEUTRAL] Her certificate number?
[CUSTOMER][NEUTRAL] Yeah, uh, outpatient benefit certificate number, would that work?
[AGENT][POSITIVE] Yeah, yeah, that'll work.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK, 021 9.
[CUSTOMER][NEUTRAL] 5129 ML 8
[AGENT][NEUTRAL] And what's the dependent's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so it looks like the policy is only active for the subscriber.
[CUSTOMER][NEUTRAL] Oh, if it says coverage employee and spouse.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, it looks like it's just showing me.
[AGENT][NEUTRAL] Dependent only.
[AGENT][NEUTRAL] Or I'm sorry, subscriber only goodness gracious.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Don't look like she's any longer. She's showing lapsed on the policy. Try to find a date. Give me just a second.
[CUSTOMER][NEUTRAL] Community health and wellness.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it is kind of strange because the card does say employee and spouse, the new card was issued this year and I do see that she was added back in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My only.
[AGENT][NEUTRAL] OK, yeah, I mean, from what I can see, it's showing lapsed as of January for [PII]. It's not showing active. Um, I can send a message over to have somebody else double check on this, but as far as if it's incorrect, the insured's gonna have to address that, of course.
[CUSTOMER][NEGATIVE] Really it's, it's inactive.
[CUSTOMER][NEUTRAL] Oh, OK. And, and what, and what do you do? you provide uh the insurance coverage or the uh union funding?
[AGENT][NEUTRAL] Do you mean what is my role within the company or what does the company do?
[CUSTOMER][NEUTRAL] No, no, what's the, what's the role of the company? What's the role of the insurance, uh, is this an insurance plan with American Public Life?
[AGENT][NEUTRAL] So this is
[AGENT][NEUTRAL] Yeah, so this is a secondary plan. It's set to pick up any deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So we offer supplemental insurance along with dental coverage and some other life insurance policies.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so she's lapsed.
[AGENT][POSITIVE] That's what it's showing, yes, correct.
[CUSTOMER][NEGATIVE] And how and how is she left? They they didn't pay the premium.
[AGENT][NEUTRAL] It doesn't give me that information, it just shows the lapse date of [PII]. He's still active, so premiums being paid.
[CUSTOMER][NEUTRAL] OK, so what does it say employee and spouse?
[AGENT][NEUTRAL] That again is what I'm gonna have to get clarification on why it's showing that. I'm just letting you know that it does not show her active at this time.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] She wasn't, was she active this year.
[AGENT][NEUTRAL] No, it was active in [PII].
[CUSTOMER][NEGATIVE] And it was discontinued.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] The insured has added and removed her before, it looks like from the notes.
[CUSTOMER][NEUTRAL] OK. So, all right. So could you find out why she's not active?
[CUSTOMER][NEUTRAL] Alright, we'll contact the subscriber beca or the.
[AGENT][NEUTRAL] Yeah, I mean, I would contact the insured because I'm, it would be um removing her from the policy and if that's not correct, then the insured needs to reach out to their employer to have that corrected because it's being payroll deducted from their check.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Alright and your name is again?
[AGENT][NEUTRAL] [PII], that's [PII] and the last initial to my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, sir. I'll contact, we'll contact the uh.
[CUSTOMER][NEUTRAL] The subscriber and um.
[CUSTOMER][NEUTRAL] Let them know, OK?
[AGENT][POSITIVE] Sounds good. Thanks for calling.
[CUSTOMER][NEUTRAL] OK, OK, bye bye.
[AGENT][NEUTRAL] Bye