AccountId: 011433970860
ContactId: c4cb5d78-0cb1-46f2-ba57-9918ba0521f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519900 ms
Total Talk Time (AGENT): 204113 ms
Total Talk Time (CUSTOMER): 170499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c4cb5d78-0cb1-46f2-ba57-9918ba0521f2_20250107T23:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was kind of a weird question. I was calling, um, I just got on your website and I was um looking on it and it said that um.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] It said that my account was lapsed and I know I had a policy through my employer with you folks and I think they dropped you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure. Is there any way to check on that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I can definitely check on that for you, [PII]. Um, do you have your policy number handy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 22.
[CUSTOMER][NEUTRAL] 48845
[AGENT][NEUTRAL] 224-8845, did I hear that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Perfect. And while I'm getting that policy pulled up, um, would you be able to verify or I'm so sorry, would you be able to give me a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Absolutely area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and then your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] My first name's [PII].
[CUSTOMER][NEUTRAL] Middle initial [PII], last name [PII], [PII]
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Alright, and just to make sure I didn't like mistype anything, sometimes I do. I have the policy number is 2248845.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] Right, unfortunately, that brought up a completely different policy.
[AGENT][NEUTRAL] Um, let me try searching under your.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, because that
[AGENT][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was American Public Life, right? Is the company?
[CUSTOMER][NEUTRAL] Let me go back to the
[CUSTOMER][NEUTRAL] Yes ma'am, I, yeah, I logged on your website and um.
[CUSTOMER][NEUTRAL] Let me go back to the home screen.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The patients payment.
[CUSTOMER][NEUTRAL] Let me get back to that because I pulled it up.
[CUSTOMER][NEUTRAL] Oh, here we go.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It was, oh.
[CUSTOMER][NEUTRAL] So under the my coverage heading it shows I had um 3 different policies.
[CUSTOMER][NEUTRAL] And I had a uh a group critical illness, short term disability.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Actually I guess too short term disability.
[AGENT][NEUTRAL] Mr. [PII], would you be able to, uh, what city and state are you, are you your address on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I believe you probably have my old address of um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what's my old address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Can I try searching under your social?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] All right, I have you here under bill it looks like and.
[CUSTOMER][NEUTRAL] Yes, sorry, they do that sometimes.
[AGENT][NEUTRAL] Uh, your
[AGENT][NEUTRAL] No, that's OK. Your date of birth for me one more time.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, perfect. And then um if you could verify just the street portion of your address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It is a different one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. And then just if you could verify for me your.
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect thank you and then let me see what's up here. I do show that the policy is lapsed on my side, um, and it did look like it came from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The employer group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] It looks like R thank you.
[AGENT][NEUTRAL] It looks like we had you effective from [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you, do you guys offer individual policies?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or does it have to go through your employer?
[AGENT][NEUTRAL] I some policies, I, I don't think the disability would, but some policies have um like portability where you can continue the policy on your own, um, but let me pull up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The documents on that policy for you and see if it does have anything for portability and then unfortunately I don't know off the top of my head but there also might be a time frame from when your policy lapsed to when you can elect to keep it if you want to and I will find out what that is for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Oh, that'd be awesome if you if you have the time that'd be great.
[AGENT][POSITIVE] Oh, absolutely. Give me one second.
[CUSTOMER][NEUTRAL] And and then when I pulled it up, the policy numbers were different than the 11 I gave you.
[AGENT][POSITIVE] Yeah, I also noticed that too, but it's no worries because we found you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was gonna file a wellness claim and I wasn't sure if this was still active or not so I logged on and.
[CUSTOMER][NEUTRAL] That's why I called you.
[AGENT][NEUTRAL] If your date of service on your wellness claim was before [PII], you'd still be able to submit that claim. Um, we don't have a time limit on filing claims it just has to be the date of service was active, um, during the time or the date of service has to be during the time you were active with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did just reach out to ask anyone if they know the time frame as far as like portability goes and now I'm opening up that document for you to see if it shows that it could be ported.
[CUSTOMER][NEUTRAL] Yeah, I think I, I filed one, boless claim last year for my physical, but it was in July last year, not in January.
[AGENT][NEUTRAL] Alright, it looks like there is a timeline on that. It says, um, to request the portability, it needs to be within 31 days after the insurance ends on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] No worries, that's my own fault. I should have followed up on it, but they can send letters out and they were very unclear which policies they're keeping and this is so no big deal.
[CUSTOMER][POSITIVE] Um, I appreciate you, uh, checking into it.
[AGENT][POSITIVE] No worries and.
[AGENT][POSITIVE] I, I appreciate you giving me a call on your patience while I was looking into everything. Is there anything else I can help you with, my friend?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, you've been very helpful. I appreciate it. Thank you, [PII].
[AGENT][POSITIVE] My pleasure, [PII], you take care and have a wonderful day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye.