AccountId: 011433970860
ContactId: ca5393fe-149e-4f59-b843-51c8191742b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466170 ms
Total Talk Time (AGENT): 263699 ms
Total Talk Time (CUSTOMER): 178555 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ca5393fe-149e-4f59-b843-51c8191742b8_20250429T18:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because um I'm part of this program. I have um.
[CUSTOMER][NEUTRAL] And I was, I, so we were, we were in open enrollment process right now and um I have this I've had this for a couple of years now I guess or maybe a year or so and I guess if I don't use this um the accidental or critical illness or indemnity whatever I can get um money back or something they told me so they told me to give this number a call.
[AGENT][NEUTRAL] OK, so you were told by someone that if you didn't use your
[CUSTOMER][NEUTRAL] I was told
[CUSTOMER][NEUTRAL] If I didn't use this, I guess I get some money back or something for if I didn't use the accidental or critical whatever it is to call this number to um inquire about it.
[AGENT][POSITIVE] OK. I, I'll be happy.
[CUSTOMER][NEUTRAL] I was told by the mhm.
[AGENT][NEUTRAL] I'm sorry, you were told by who?
[CUSTOMER][NEUTRAL] I was told by the enrollment officer.
[CUSTOMER][NEUTRAL] To contact this number.
[CUSTOMER][NEUTRAL] Because I've already been enrolled in this plan and we were just going over our stuff but of course I haven't used the any of this but they said I guess I guess you don't use.
[CUSTOMER][NEUTRAL] You get like a $50 100 dollars, something like that back or something like that. I don't know if you know what I'm talking.
[AGENT][NEUTRAL] I'll be happy to pull up your, well, no, ma'am, I, I really don't, but I'll be happy to pull up your policy information that you have with us, um, and I can try and assist you with this or direct you as to who you would need to speak to regarding what you were told. So, um, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you. And Miss [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have one of your policy numbers?
[CUSTOMER][NEGATIVE] Uh, no, I don't, not on hand.
[AGENT][NEUTRAL] OK, and what is your full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, so give me a moment to see if I can locate your information please.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK, Ms. [PII]. So first off, I will need to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] It should be my [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I'm, let's see, give me just a moment.
[AGENT][NEUTRAL] OK, so I'm not sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Why you were told that.
[AGENT][NEUTRAL] Um, and any information that I provide you, Ms. [PII] would be a verification of benefits and not a guarantee of payment, but just, but so you would not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEGATIVE] There would not be any type of refund or
[AGENT][NEUTRAL] Money is due just because you had not used your coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So um
[AGENT][NEUTRAL] I don't know why you were told that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you may want to reach out to your HR department.
[AGENT][NEUTRAL] Um, again, because I don't know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who the enrollment officer would have been that would have given you instructed you to call APL about that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I would refer you to your HR department because, no, ma'am, that's not, that would not be the case.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, because yeah, he said something to that factor.
[AGENT][NEUTRAL] Um, do you happen to know his name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, oh my goodness, what was his name? I can't remember his name right this second.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, I was
[CUSTOMER][NEUTRAL] But they're here like all week.
[AGENT][NEUTRAL] Oh, OK. Um, so yes, ma'am, but, oh, uh-huh, I'm sorry. I didn't mean to speak over you.
[CUSTOMER][POSITIVE] And yeah enrolling yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh no, no, you're fine. No, you're fine. No, they're here all week, um.
[CUSTOMER][NEUTRAL] Doing our um re-enrollment and no I don't wanna change anything or anything like that he just was talking to the factor of um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That I may be able to get like I guess because I'm in like I think the what is it the um.
[CUSTOMER][NEUTRAL] Like if I went into like the I can't remember what it was.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, um, I, I'm not sure. Unfortunately, Ms. [PII], um, I'm trying to answer the inquiry, you know, to the best of my ability based on the information that he's given you. Um, but, no, ma'am, if there's not any type of reimbursement just because you haven't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Filed a claim with APL. But now, have you ever set up your profile with APL so that you could have access to your policy information online?
[CUSTOMER][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I haven't. Mm mm.
[AGENT][POSITIVE] OK, so I would be happy to email you that user guide.
[AGENT][NEUTRAL] That gives the instructions of how to, sure, I'll do that in just a moment when we get off of our call. And in the portal, you'll have access to each of your policy certificates with all your benefit information in them. Um, and then that email is gonna come from [PII].
[CUSTOMER][NEUTRAL] Yes, could you please?
[AGENT][NEUTRAL] And I will put APL in the subject line so that it's easy to recognize as some hand and junk or spam mail. Now there's a possibility that it might go to one of your either your trash or spam folder junk folders if we've not emailed you before. So if you haven't seen an email from care team in your regular inbox within, I don't know, about 5 minutes really, I would, you can check one of those other boxes to see if it, you know, may have gone there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, not a problem.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, no, you were quite helpful you were quite helpful.
[AGENT][POSITIVE] Oh well, it was my pleasure, Ms. [PII]. So if you have any other questions, you know, during this um enrollment period that we can help you with, any other questions or you get some more information on this topic, I mean, you're welcome to call us back and we'll be happy to try and help you in any way that we can.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been great thank you again for helping me. I appreciate, appreciate it.
[AGENT][POSITIVE] 00, yes, ma'am. It, it was my pleasure. So if that's all then that I can help you with, have a wonderful afternoon. Thank you for calling APL and I'll be sending this email to you in just a moment.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] OK great thank you so much I appreciate it bye.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.