AccountId: 011433970860
ContactId: ca5a1283-7445-4c3a-a89a-af2c6028ad47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 614140 ms
Total Talk Time (AGENT): 85606 ms
Total Talk Time (CUSTOMER): 168149 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ca5a1283-7445-4c3a-a89a-af2c6028ad47_20250129T17:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Yes, I was calling because I was trying to file a claim online, but I noticed that it said that on my um.
[CUSTOMER][NEGATIVE] Benefits has lapsed and I'm, I'm saying they're taking money out of my account, I mean out of my paycheck every month for it, so I don't know how that, how it lapsed.
[AGENT][NEUTRAL] I can check in.
[CUSTOMER][NEUTRAL] But don't say active.
[AGENT][NEUTRAL] Mhm, I can check and see what's going on with the policies. Um, may I have um your name and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Yeah, I have the policy number.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I mean I was yeah.
[CUSTOMER][NEUTRAL] I have a policy number of 2491743.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII], and email address is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me go through the policy and see what's going on. Um, may I place you on a brief hold?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, the claim that you're trying to submit, what is the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Today, the [PII].
[AGENT][NEUTRAL] Um, OK, I see. All right, yes, um.
[AGENT][NEUTRAL] For the policy information or cancellations and enrollment changes or anything like that, um, you will have to get in contact with ERB.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, they can give you details or information about um what is the next step or what else can you do. Um, but right now, yeah, it is showing that it's uh laps in our end, so they can give you a little bit more information why. Um, the number is 1-800.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6749484
[AGENT][NEUTRAL] And um I can go ahead and transfer you over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate that.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. One moment while I transfer.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Employee Retention Benefits, a division of ERB North America. You can dial an extension at any time. For sales, press 1. For customer claims services, press 2. For policy inquiries, press 4. For MetLife migration updates, press 5. For please hold while we connect your call to extension 4.
[CUSTOMER][NEUTRAL] Hi, you're calling Employee retention benefits. How can I help you?
[CUSTOMER][NEGATIVE] Yes hi um I was calling because I noticed I was trying to submit a claim on the American public uh website and I noticed that all of my claims has been lapsed, but I'm not understanding why, and they gave me this phone number that or they transferred me to you to find out what's going on.
[CUSTOMER][NEUTRAL] OK. What's your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And your employee ID number?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Your employee ID number?
[CUSTOMER][NEUTRAL] My employee number is 531354.
[CUSTOMER][NEUTRAL] Mm, so it could be just because you, you need to file with your new carrier now. Most of your policies were transferred over to a new carrier um by the name of MetLife. Um, so, disability, accident, cancer, critical illness, they'll all be with your new carrier and hospital compinement and life will stay with your current carrier 5 star. This was changed, um, let me see, a couple of months ago in July, I believe, some letters.