AccountId: 011433970860
ContactId: c1b344f5-d01c-45ca-a799-d130802fa389
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1789920 ms
Total Talk Time (AGENT): 270441 ms
Total Talk Time (CUSTOMER): 409799 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c1b344f5-d01c-45ca-a799-d130802fa389_20250203T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get an update on uh a claim that I filed last week in regards to getting my cancer premium waived. I don't see anything on the portal that would indicate it occurred, so I just wanted an update.
[AGENT][POSITIVE] OK, well, I'll be more than happy to look into the claim for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, 2329682.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, it was completed. It looks like on [PII], um, it was completed and reinstated as a policy should have been on waiver. So yes, it was completed.
[CUSTOMER][NEUTRAL] Now question, do I have to still submit a monthly, um, physician's report to continue that waiver or did it continue because usually I'll submit it and it continues for 3 months and then I have to resubmit. Do you know if that was established?
[AGENT][NEUTRAL] Right, you only need the physician, um, once they, like if they give you an extension, then we'll need an um like a new notice saying it's been extended again, but if not, then you'll only provide the the the physician and the employer when they ask for it. Other than that, it'll just be you or your information.
[CUSTOMER][NEGATIVE] OK, but I'm talking about like for waiver of the cancer because I know every month I have to complete a disability form for my disability, but last time um I had submitted document, they returned something to me telling me what day my waiver, what, what um date my waiver was till and I haven't received, I don't know if I'm gonna receive something like that again.
[AGENT][NEUTRAL] Oh, OK, hold on, let's see.
[CUSTOMER][NEGATIVE] Yeah, because last time I submitted it in October and then they waived me to January, but they gave me some kind of document to state that and I don't have any kind of record of me getting waived for 3 months if that makes sense.
[AGENT][NEUTRAL] OK, yeah, it makes sense. Um, hold on one moment, let me check with customer service, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm going to [PII] because [PII] is the one who did.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] I'm good. Can you look at um this policy with me?
[CUSTOMER][NEUTRAL] Of course. Give me just one second. I'm making a note.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see, what is the policy number?
[AGENT][NEUTRAL] It is 232-9682.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] So she, um her policy was reinstated um because it was supposed to be on a waiver. She wants to know when it's waived to.
[AGENT][NEUTRAL] I don't know how to look for that, but can you add that to the notes?
[AGENT][NEUTRAL] For me, so we can.
[AGENT][NEUTRAL] In case they call again. I'm gonna tell her now, but in case they call and I'll put it in the notes, but.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Just so they know it, it sounds like it's every 3 months from how she's explaining it to me, but I wasn't sure.
[CUSTOMER][NEUTRAL] Yeah, I do not know, um, billing does the waivers. Hold on just a second.
[CUSTOMER][NEUTRAL] Let me see if I can figure that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Wait 1, sorry, I'm thinking out loud 8 now.
[CUSTOMER][NEUTRAL] No, you're fine. I do that too.
[CUSTOMER][NEUTRAL] OK, so we need to know.
[AGENT][NEUTRAL] When it's how, when it's waived until.
[CUSTOMER][NEUTRAL] When the, when the waiver is.
[CUSTOMER][NEUTRAL] [PII], right? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me see.
[CUSTOMER][POSITIVE] Alright, I just shot a message to [PII] real quick hopefully she can help me out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy should be a waiver.
[CUSTOMER][NEUTRAL] OK, she read it.
[CUSTOMER][NEUTRAL] Uh this is the policy that you sent in the help chat.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And nobody answered you. OK, sorry about that.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] I was just now seeing that.
[AGENT][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] Come on, come on, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, do you hear me slurping. My drink is empty.
[AGENT][NEUTRAL] Oh, no, you're fine. I'm trying to look at these notes helping [PII].
[CUSTOMER][NEUTRAL] I think billing does that usually when I have to reactivate and stuff for the waiver, it's usually billing that I'm doing it for so.
[AGENT][NEUTRAL] 00, it's a billing thing, OK.
[CUSTOMER][NEUTRAL] Yeah, I think it's filling.
[AGENT][NEUTRAL] I just saw [PII] and I thought customer service, sorry. I can call billing though.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, I've got her, she read it, but I don't know if she's, she may be looking into it.
[CUSTOMER][NEUTRAL] But yeah [PII] so [PII]'s over customer service and billing now so yeah so it could be either one when you see her name now.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, she's not sent anything yet.
[CUSTOMER][NEUTRAL] Yeah, I guess just call over to billing. I'm sorry I can't help you. She, she saw it but she hadn't answered me yet, so she's probably researching but.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no, it's no problem. Thank you.
[CUSTOMER][POSITIVE] OK. No problem. You're welcome. Bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. I'm still here with you. I just wanted to check back on the line with you. Our customer service and billing department are having meetings, so it's hard to reach them, but I got one of the supervisors, um, so it should be just a few more moments, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] Oh wait.
[CUSTOMER][POSITIVE] Thank you for calling AT Health. How can I help you?
[AGENT][NEUTRAL] How you say it was [PII]?
[CUSTOMER][NEUTRAL] Oh this is [PII].
[AGENT][NEUTRAL] I can't hear you. Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. Um, can you look at this policy with me? I have a member asking about a waiver date, but I don't know how to find that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And what's the policy number?
[AGENT][NEUTRAL] It's 232.
[AGENT][NEUTRAL] 9682.
[CUSTOMER][NEUTRAL] Did [PII] De there though?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So from how she's explaining it, it sounds like it's every 3 months, but I don't know.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] How to look for that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] June, July, August.
[CUSTOMER][NEUTRAL] October.
[CUSTOMER][NEUTRAL] November and December.
[CUSTOMER][NEUTRAL] Yeah, it looks like it's every 3 months. Started in June, so June, July, August, October, November, December, yeah.
[AGENT][NEUTRAL] She says she usually gets it in writing like some type of letter, but she didn't get anything this time. Is there something that we send? I I've never heard. I mean, I know what she's talking about. I just didn't know about letter and stuff.
[CUSTOMER][NEUTRAL] If she, if they do, that would be um for a question for claims because for billing all we do is apply the waiver or we'll uh take them off waivers so we will like put money into the policy or take money out of the policy but as far as like their actual claim information that that would have to be claims probably.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claims might send her out a letter but in billing we don't.
[AGENT][POSITIVE] All right. Well, thank you.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Alright, bye-bye.
[AGENT][NEGATIVE] I don't have time for this.
[AGENT][NEUTRAL] OK, what does that mean?
[AGENT][NEGATIVE] What the heck is she talking about?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who does this call go to?
[AGENT][NEUTRAL] Oh, I wish it is.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] Fine. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured on the other line. She's asking about a, a premium waiver, sounds like.
[CUSTOMER][NEUTRAL] Mm, what type of coverage does she have, disability or something?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This is for a cancer policy.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 2329682.
[AGENT][NEUTRAL] I've called customer service group billing, they're saying it's claims. I just need.
[CUSTOMER][NEUTRAL] So if she's wanting to know if she's, if she's currently on a waiver?
[AGENT][NEUTRAL] So, no, she is on a waiver. She wanted to know how long it was for because she um it was lapsed, but then we reinstated it because it was supposed to be on the waiver. She says she usually gets something in writing saying when it, when the waiver is up, but she didn't get anything, so she's trying to figure out when this last waiver is until.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, let me see. I'm gonna have to reach out to the cancer examiner to see exactly. Let me see if she's in here real quick.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] See if I can tell when they started, started it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it looks like I see she called on the [PII] and and [PII] was supposed to be checking into it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See reinstated policy.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to check with one of the examiners real quick.
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEGATIVE] OK. You want me to transfer her to you or I'm, I don't even know what this is.
[CUSTOMER][NEUTRAL] Um, do you mind putting her on just holding on just a minute and let me because I don't want you to keep transfer her more than once because if it's one of them that needs to speak with her, then I'd rather you transfer her once, yeah, so hold on, let me check real quick.
[AGENT][NEUTRAL] Yeah, go ahead.
[AGENT][POSITIVE] Good now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], can you look at a claim real quick?
[CUSTOMER][NEUTRAL] It's on policy 2329682.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm 9682.
[CUSTOMER][NEUTRAL] She is on the line and she's inquiring about her waiver premium trying to see when it will end. I was looking at the notes and I see maybe she was recently reinstated.
[CUSTOMER][NEUTRAL] Yes, she said she usually receives a letter letting her know when her waiver premium will end.
[CUSTOMER][NEUTRAL] Under her cancer policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, she was, yeah, and it so she recall receiving the letter, but yeah, that's all she was wanting to know is how long she will be on waiver. So as long as she's disabled, she'll be on waiver.
[CUSTOMER][NEUTRAL] Unless we receive notification otherwise.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks for checking.
[CUSTOMER][NEUTRAL] All right bye.
[CUSTOMER][NEUTRAL] OK, and are you still there?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry. I, I was, I don't know if you heard me coughing and all of a sudden I started having a coughing fit and my throat got dry.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] But uh so yeah, so it's her, you can send it to me and I'll explain it to her.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she's going to be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello