AccountId: 011433970860
ContactId: b2125221-28f7-4718-be96-abd4c128669b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459230 ms
Total Talk Time (AGENT): 130304 ms
Total Talk Time (CUSTOMER): 127453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b2125221-28f7-4718-be96-abd4c128669b_20250305T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is uh [PII]. I'm a broker. How you doing?
[AGENT][NEUTRAL] I'm fine, Mr. [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Um, we have one of our customers. He worked at two different companies, and when one of the companies terminated them, it looks like it terminated all of his coverages. Um, can I give you a social?
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Correct, correct. Um, he worked for two companies, Quality Energy and for Legacy Coastal. Legacy Coastal, he's the, he's the owner of that company. Um, it looks like when they turned him in the computer from Quality Energy, they termed all of his policies from Legacy Coastal as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which he still works there so for some reason it looks like they did a blanket term and took away his coverages that he was not canceling from his other job.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Oh, yeah, and I'm showing those policies for term.
[AGENT][NEUTRAL] Well, only one policy is term. He has a
[AGENT][NEUTRAL] Looks like he has several policies with us. The only one I share his term is the medical one, so he was still supposed to be active for that policy.
[CUSTOMER][NEUTRAL] Right, so, so the company Legacy Coastal, he had the, the family hospital plan, and he had the family cancer plan. Those two were under Legacy Coastal, for some reason they took him off of those on our side, like he's not in the computer when you type them in, and he's no longer on the bill at Legacy Coastal for some reason.
[AGENT][NEUTRAL] Hm, because I showed his cancer policy is active, but let me
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look somewhere. Just give me one moment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Sure, sure. And I, and I'm glad he caught it because we didn't realize that happened and he only he only knew because he was um about to pay the bill and he's like, hey, they took me off the bill, and I was like, oh boy, let's go find out what's going on.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh, because it.
[AGENT][NEUTRAL] OK, because I saw the cancer policy showed that they had term and then they reinstated, but um.
[AGENT][NEUTRAL] I don't see it for the medical, but let me.
[AGENT][POSITIVE] Uh, I may have to, well, let me see what we need to do. Give me one moment. I'm so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I see
[AGENT][NEUTRAL] Um, it's not on the.
[AGENT][NEUTRAL] OK, let me see who would be able to assist because I see.
[AGENT][NEUTRAL] It wasn't on February, but let me.
[CUSTOMER][NEUTRAL] I'm pretty sure them terming him at the other company in January is what triggered all this.
[AGENT][NEUTRAL] It could have.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, uh, let me um get customer service for you, Mr. [PII]. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what broker's office are you calling from?
[CUSTOMER][NEUTRAL] Um, Crescent City Benefits or [PII], it's the same thing.
[AGENT][NEUTRAL] OK, give me one moment, I'll transfer you to a customer service rep, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, you're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have Mr. [PII] on the phone. He's a broker for this insurance group, and he called stating that uh looks like with this one group we terminated his medical and cancer policy and it does look like that, but his cancer policy was reinstated, but not his medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's policy number 244-0349.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Did I write this? Hold on just a second. I gotta write this policy number down that I'm working on 229.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got off the phone a minute ago.
[CUSTOMER][NEUTRAL] Let's see 244.
[CUSTOMER][NEUTRAL] 440349.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, let me look at this.
[CUSTOMER][NEUTRAL] See a lot of people a lot.
[CUSTOMER][NEGATIVE] Our current plan should not be turned or reactivated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] All right, I appreciate you. Have a great one.
[CUSTOMER][POSITIVE] You too. Thank you, [PII].
[AGENT][NEUTRAL] Mhm bye.