AccountId: 011433970860
ContactId: bc7d6c3c-26a2-47f1-aa53-ed434dd441a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301440 ms
Total Talk Time (AGENT): 73392 ms
Total Talk Time (CUSTOMER): 160484 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/bc7d6c3c-26a2-47f1-aa53-ed434dd441a3_20250515T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Who, who am I speaking with, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you? My name is [PII] and I'm calling, uh, the reason is regarding the group number.
[CUSTOMER][NEUTRAL] Uh, one second, let me just 17021.
[AGENT][NEUTRAL] South Miami inpatient physicians.
[CUSTOMER][NEUTRAL] This is correct, ma'am. And uh in specific, it's the policy number 256.
[CUSTOMER][NEUTRAL] 636-5.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] 256-636-5
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] I don't know this is what you send me from APL. I think that is something because uh.
[CUSTOMER][NEUTRAL] The policyholder name is [PII].
[AGENT][NEUTRAL] OK, I've got it pulled up.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, I've, I've got the policy pulled up.
[CUSTOMER][NEUTRAL] OK, what is the number of this policy?
[AGENT][NEUTRAL] 256-636-5
[CUSTOMER][NEUTRAL] 256-636-5. And the name, who's the holder?
[AGENT][NEUTRAL] [PII], [PII] was just a dependent.
[CUSTOMER][NEUTRAL] Ah, OK, that's why you you confused me, OK.
[CUSTOMER][NEUTRAL] Um, OK, the reason I'm calling is that the specific policy number for the policyholder name is not showing on the billing from APL. We requested it and it's not in the roster.
[CUSTOMER][NEUTRAL] And the billing date is [PII].
[AGENT][NEUTRAL] OK, before we go any further, let's verify some information real quick for the group can you verify the billing address please?
[CUSTOMER][NEUTRAL] Their address
[AGENT][NEUTRAL] The group's address?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much. And what about the contact name that we should have on file?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Contact name on file it's [PII].
[AGENT][NEUTRAL] For the group.
[AGENT][NEUTRAL] Mm, that's not who we have for the group.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We don't have that name listed as the contact person.
[CUSTOMER][NEUTRAL] OK, perhaps maybe I'm sorry, this is the agent speaking [PII], and you could have a series of people you could have [PII].
[AGENT][NEUTRAL] That's who we have.
[CUSTOMER][NEUTRAL] Or, OK, so obviously we've met all the qualifiers and we need to take a look at why somebody who's supposed to be insured and acknowledged to be insured by you is not showing up on the roster.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] OK, so it looks like um.
[AGENT][NEUTRAL] The, well, the note says agent called, said insured declined coverage effective [PII], so the policy was canceled.
[CUSTOMER][NEGATIVE] Oh OK, that's incorrect.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright then, how can we reinstate him uh starting [PII], please?
[AGENT][NEUTRAL] Uh, we'd have to receive a new application.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Uh, we'll, we'll get that to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we'll get him reinstated.
[AGENT][NEUTRAL] OK, is there anything else I can help you out with?
[CUSTOMER][POSITIVE] OK, thank you that's it.
[AGENT][POSITIVE] All righty, no problem. Thank you all for calling APL and have a good afternoon.
[CUSTOMER][NEUTRAL] Alright bye.