AccountId: 011433970860
ContactId: bb5d48a3-285e-465a-9797-930b4cbfc4ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409679 ms
Total Talk Time (AGENT): 136664 ms
Total Talk Time (CUSTOMER): 178616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bb5d48a3-285e-465a-9797-930b4cbfc4ca_20250527T20:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check on benefits.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I'm looking. I got it right here, policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] policy number.
[CUSTOMER][NEUTRAL] Policy number 14.
[CUSTOMER][NEUTRAL] 184.
[AGENT][NEUTRAL] OK, let me pull that up. Give me just a moment.
[CUSTOMER][NEUTRAL] You need the certificate number?
[AGENT][NEUTRAL] Yeah, let me try that. What's that?
[CUSTOMER][NEUTRAL] 778,540
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] So it looks like the member's plan is terminated with us um as of [PII]. No other active coverage.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] Oh my gosh, I know exactly what happened.
[CUSTOMER][NEUTRAL] Our lady at the, at the admin office retired and they hired a lady that don't know her head from her eyes.
[CUSTOMER][NEGATIVE] And she's cut me off.
[CUSTOMER][NEUTRAL] I'll be darned.
[CUSTOMER][NEGATIVE] That pisses me off. OK, let me ask you this. What do I need to do to reinstate?
[AGENT][NEUTRAL] Uh, I don't know if that's an option, unfortunately, because it's been so long. Let me see.
[CUSTOMER][NEUTRAL] I'll be darned.
[CUSTOMER][NEUTRAL] Mm mm mm mm mm.
[CUSTOMER][NEGATIVE] I'm not the only one that was told to call and check on things because she messed some other people up too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just verify um your physical address and email address please.
[CUSTOMER][NEUTRAL] OK, physical address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what else did you say?
[AGENT][NEUTRAL] Uh, just the email address, please.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] uh, no, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright [PII], thank you. OK, let me reach out to um a different department to see if continuing it on at this port at this time is even an option for you, OK? Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I think they can.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] There may be a special group now.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Hey, good. I always just have a question. If a member's uh policy lapsed and they were wanting to port it, how long do we give them to do that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, they have a thirty-day grace period.
[AGENT][NEUTRAL] OK. I just wanted to double check on that because this ladies's has been lapsed for some time and I just wasn't sure on the time frame, so I wanted to check with you guys. Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] It's all right.
[AGENT][POSITIVE] All right, thank you so much. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome. You're welcome. Have a good one.
[AGENT][NEUTRAL] Have a
[AGENT][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Thank you for your patience there Ms. [PII]. So I did reach out to uh the other department. Um, the portability and continuations of policies is only unfortunately within a 30 day window, so we're way too far gone for that at this point.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well, do you still offer a cancer policy?
[AGENT][NEUTRAL] Um, yeah, I mean we do um to groups and things like that, you know, like you had through the school district, and then we offer, um, you know, the continuations, but we don't just sell them outright unfortunately to individuals.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I cannot believe that.
[CUSTOMER][NEGATIVE] That lady. Well, like I said, she wasn't, I'm not the only one that she messed up because I had an, a friend of mine, a lady that I teach with, she, that she had some cancer and so she found out, and she found out hers had been canceled too. It wasn't with y'all, but it was with another group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But it was through the school. And they, of course, the teachers start talking, you know, you better check yours, you know, cause when she started, she's, she's messed up a lot of people. So I thought, well, I'm gonna call and check for something happened.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Right, right. No, I hear you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it's not available anymore. OK. mm.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][POSITIVE] OK, well that's, I thank you for your information and I appreciate what you did, so thank you very much.
[AGENT][POSITIVE] You're very welcome. Have a blessed day.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, bye-bye.
[AGENT][NEUTRAL] Bye bye.