AccountId: 011433970860
ContactId: c347ef95-e3d7-429b-a9a3-ec5acab2c39e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667270 ms
Total Talk Time (AGENT): 339719 ms
Total Talk Time (CUSTOMER): 274601 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c347ef95-e3d7-429b-a9a3-ec5acab2c39e_20250107T19:40_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I had some life changes in [PII], and I signed up for healthcare, uh, cause I moved out of state, but because we moved out of state, I was eligible for a life changing event to be put on my husband's, which was, um, activated, so I need to cancel the insurance I signed up with you.
[AGENT][NEUTRAL] OK, [PII]. So you currently have a policy with our company that you're needing to find out how, how to cancel, is that correct?
[CUSTOMER][NEGATIVE] Yes, I need to cancel.
[AGENT][NEUTRAL] Listen. OK, I can help you with that. Um, first, I'll need to pull up your policy information and verify some things with you, and then I can direct you from there as to what would need to be done. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you. Where are you at, [PII]? You have such a wonderful southern accent.
[AGENT][NEUTRAL] Uh, well, my Southern accent is even more southern than normal with this terrible head cold or whatever it is that I have going on, but I'm located in [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh I love it. Yes, my husband has a man cold right now, and it is probably the worst thing I've ever seen in my life. The poor man, he's just pulling in now. You'll hear him come in the house in a second, but yes, I am so sorry to hear it is going around, isn't it?
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Uh, it's terrible.
[AGENT][NEUTRAL] It's
[AGENT][NEGATIVE] Uh, it is terrible.
[AGENT][POSITIVE] Yes, ma'am. It certainly is. It's, it, there's a lot of different things going on. So, yes. Not a great way to start the [PII], but still blessed. So it's all good.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Thank you. I agree.
[AGENT][NEUTRAL] So Ms. [PII], what is your last name first off?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then also, do you have your policy number for your policy with APL? OK.
[CUSTOMER][NEUTRAL] I do. I have, yeah, I just got the mail today, so that's why I'm able to call you. Uh, my, OK, my member number is that what you're looking for?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It would start with a number. It may, um, it depends on the type of policy you have with us as to how it's worded on the ID card. Does it start with the number?
[CUSTOMER][NEUTRAL] OK, uh, well, it has a letter first the letter M as in Mary, but then it's 836.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 94416
[AGENT][NEUTRAL] OK, does it have any other type of number on there?
[CUSTOMER][NEUTRAL] That's what's on the cards.
[AGENT][NEUTRAL] And that says American Public Life.
[CUSTOMER][NEUTRAL] Uh, oh, here, well, I've got.
[CUSTOMER][NEUTRAL] Yeah, I pulled your phone number right off of.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The, the card, uh, the website.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] On the front of your ID card where your name is located and the type of coverage you have, there should be a group number and then probably there would be another.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so I've got group ID BWA, then my member name Carry Todd. Let me make sure I have the right card because I've got multiple insurance, uh, cards in front of me, uh, but it has the PHCS at the top, uh, limited benefit plan, um, member number, and then it, uh, has the letter M, and then 83694416.
[AGENT][NEUTRAL] Well, that's OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so let me see here, um, give me, give me just one can you hold on, do you mind letting me place you on just a brief hold for a moment? Thank you. OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't mind at all thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], I did not mean to hang up on you. Hey, I'm on a, I'm on a call with another insured and I was trying to
[AGENT][NEUTRAL] I'll call you back. I'll call you back, OK?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, OK, girl. Thank you. OK, bye.
[CUSTOMER][POSITIVE] In hindsight after you watch it, oh yes.
[AGENT][POSITIVE] OK, Ms. [PII], I'm so sorry. Thank you very much for holding for me. OK, so let me try, you said and that member number has an M in front of it?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] And then you said it was 836-94416. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so just a moment, I don't know.
[AGENT][NEUTRAL] I'm gonna try and look this up by your
[AGENT][NEUTRAL] With your name.
[AGENT][NEUTRAL] Is it
[CUSTOMER][POSITIVE] Great, what do you have?
[AGENT][NEUTRAL] And the last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah. And the first name is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Alright, so it's gonna take me just a moment.
[AGENT][NEUTRAL] Excuse me, Miss. [PII], I did not mean that. I was coughing on you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK. So could your policy be listed a different way? Because I don't, I'm not pulling anything up with your name spelled as you spell it, [PII] Mhm.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] And can you put my social security number in or my date of birth?
[AGENT][NEUTRAL] I can try with your social, um, I can, I can try with, I can't search by date of birth, so the name or the, OK, so what is?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] That didn't pull but I don't think that how your company information comes to us comes with your social. Let me try a different way on this number [PII].
[CUSTOMER][NEUTRAL] So I signed up through a third party that got me this um healthcare in [PII], and I'm, that's what I'm on the website for that had me uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My benefits [PII] it's showing it.
[AGENT][NEUTRAL] And the ID card that you received that states American Public Life.
[CUSTOMER][NEUTRAL] Uh, no, it's a PHCS.
[AGENT][NEUTRAL] Oh, I don't know what that is.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] PAS and that's not us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] What I took, uh, oh, interesting, I took it right off of the paper and I scanned the QR code which brought me up. That's interesting.
[AGENT][NEUTRAL] That's not
[AGENT][NEUTRAL] Huh, that, yes, I'm with American Public Life.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And our website is [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Isn't that interesting? It's got your phone number. It taught me too. All right, let me see if I can figure.
[AGENT][NEUTRAL] [PII]. Yeah, so our phone number here is [PII].
[CUSTOMER][NEUTRAL] Yeah, that's the one that had me call. Uh, American Public Life, it's on this, uh,
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] On the um document APL yeah refer to summary of benefits. It's got uh it wants me to click all these boxes so that I can pay the uh the fees.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Let me try and see if maybe we received your information with your names, but you have an actual ID card or is this just papers?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] No, they sent me an ID card. It so would you be a third party that would sign me up for healthcare in another state?
[AGENT][NEUTRAL] No, we would not. No, ma'am. Someone would sign, yes, yes.
[CUSTOMER][NEUTRAL] That's not you. Isn't that interesting? I'm on the website now and it's telling me my prepay, it's got, it's, it's got me going to you.
[CUSTOMER][POSITIVE] Interesting. All right, I will um keep.
[AGENT][NEUTRAL] Now I mean we do there's you said you signed up through the Business Workers of America, is that correct?
[CUSTOMER][NEUTRAL] This is what it's saying, yeah, it's what they signed me up with, yeah.
[AGENT][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] Now, we do
[CUSTOMER][POSITIVE] You know what? I have the number of the gentleman I called. I saved it in my phone who signed me up. I am gonna give him a call.
[AGENT][POSITIVE] Yes, because we, we do work with this association.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Some, but I'm, I'm, where I'm getting stomped is that I don't have your name. Like I said, unless we we received it, what state do you live in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh, have you lived anywhere else?
[CUSTOMER][NEUTRAL] Yeah, I moved from [PII]. That's why I had to change my insurance.
[AGENT][NEUTRAL] See, I don't have.
[AGENT][NEUTRAL] I'm still trying to, I'm still trying to look, so let's see.
[AGENT][NEUTRAL] Exhaust every option here.
[AGENT][NEUTRAL] But I mean, we don't, I don't even, I tried to just see if maybe we received your.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, information, you know, with your name, like [PII], for example, I spell [PII] and most people say spell it with [PII] So I was trying to spell [PII] multiple different ways. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Different ways, so you know I've got saved his phone number and his [PII] number. I just was able, I saved it in a photograph, so I'm just gonna go ahead and give him a call and have them, uh, cancel it for me. I appreciate you looking and I think it's very strange, but it was a pleasure talking to you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Well, it was a pleasure talking to you as well, and I also have a phone number. I don't know. I mean, this is for the business workers of America that we have for enrollment when members called and they have questions regarding any of their enrollments or cancellations.
[CUSTOMER][POSITIVE] It's I, I, I don't need it. I'm gonna call this other number. Thank you very much. Have a wonderful day. I appreciate you. OK.
[AGENT][POSITIVE] OK. Well, you are very welcome. Yes, ma'am. You too, and it was nice speaking with you as well.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.