AccountId: 011433970860
ContactId: cdcac7f8-6cf1-490b-946b-d8181d9f5157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418890 ms
Total Talk Time (AGENT): 152630 ms
Total Talk Time (CUSTOMER): 166377 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cdcac7f8-6cf1-490b-946b-d8181d9f5157_20250623T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling because I got, I don't know what this is, but I got a notice.
[CUSTOMER][NEUTRAL] Asking for authorization for this uh.
[CUSTOMER][NEUTRAL] I guess I, it's an insurance plan, but I don't know what. So here's the policy number or certificate number.
[AGENT][NEUTRAL] OK, what's the certificate?
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] I don't know if I insurance changed.
[AGENT][NEUTRAL] OK, the certificate.
[CUSTOMER][NEUTRAL] It's 02
[CUSTOMER][NEUTRAL] 02600116
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that pulled up. Give me one moment.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, what was the letter, um, pertaining to?
[CUSTOMER][NEUTRAL] Request deport coverage.
[CUSTOMER][NEUTRAL] It just says regarding the certificate.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh, looks like, let's see. Um, can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then just lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, perfect. Uh, it looks like um you had insurance. It was a, a hospital indemnity. It was like a supplemental plan with your employer.
[AGENT][NEUTRAL] Um, which ended up, um, in December.
[AGENT][NEUTRAL] Um, so I'm not sure why you're seeing it so late.
[CUSTOMER][NEUTRAL] With my, with my employer.
[CUSTOMER][NEUTRAL] My employer, who is my employer?
[AGENT][NEUTRAL] Uh, showed.
[AGENT][NEUTRAL] Uh, Business Workers of America.
[CUSTOMER][NEGATIVE] Oh, I don't understand this. OK, I, I signed up for this insurance. They continue to take money out of my account, and I don't.
[CUSTOMER][NEGATIVE] I canceled one and then I resigned up for another.
[CUSTOMER][NEUTRAL] So I don't know what, I'm not, I can't, I can't, if I sign this and send it in, then I'm gonna have two insurance policies, right? Do I have another one?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] No, this was the only one that we had with your.
[AGENT][NEGATIVE] Yeah, and it terminated back in December, so it shouldn't be taking any.
[AGENT][NEUTRAL] Anything out.
[CUSTOMER][NEUTRAL] Uh, I have this other, I
[CUSTOMER][NEUTRAL] I don't even know if it's real. They take out $16069.
[CUSTOMER][NEUTRAL] It's managed care, that's all it says.
[CUSTOMER][NEUTRAL] Basic core is the plan.
[CUSTOMER][NEGATIVE] And I have a policy num a member number here and supposedly I'm supposed to be able to take this to any insurance company and it's from.
[CUSTOMER][NEUTRAL] Administration one LLC.
[CUSTOMER][NEUTRAL] And I did get, when I got the card, I got something said BWI or business workers Insurance.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] What, what is it? I don't know. I never, I'm paying for it, but I honestly don't know what I have. I'm self-employed.
[AGENT][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] I don't work for Business Workers of America or in insurance.
[AGENT][NEUTRAL] Did you purchase insurance from a like a broker or an insurance agent?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we have a [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Those names sound familiar?
[CUSTOMER][NEUTRAL] No, my, my first name is [PII]
[AGENT][NEUTRAL] No, no, the
[AGENT][NEUTRAL] It would be for the person that you purchased the insurance from. Do you remember what insurance agency it was?
[CUSTOMER][NEUTRAL] It's the BW.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] People
[AGENT][NEUTRAL] OK. Yeah, that's what this is. So, but we don't have the managed care policy. I'm not sure um who administers that, but that's not us. You did have a small supplemental policy, but that termed in December, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's just a letter stating.
[CUSTOMER][NEUTRAL] And how much was that?
[AGENT][NEUTRAL] That one was
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That one was $33 a month.
[CUSTOMER][NEGATIVE] No, I didn't have that. I don't remember paying $33 a month.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see. Well, it's strange cause they've got you.
[CUSTOMER][NEUTRAL] No, not $33.
[AGENT][NEUTRAL] Yeah, it's got an effective [PII], and then term [PII], so I'm not sure if
[AGENT][NEUTRAL] Maybe you had applied for it and then changed your mind or cause we actually, we never really had it active.
[CUSTOMER][NEUTRAL] Was that? Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, so why am I getting this?
[CUSTOMER][POSITIVE] Thank you this letter.
[AGENT][NEUTRAL] I don't know why they're sending it so late because that's, let me look in the notes real quick. Hold on just a second.
[CUSTOMER][NEUTRAL] They want me to transfer to authorize transferring of funds.
[AGENT][NEUTRAL] Yeah, it just said cancel policy overdue request.
[AGENT][NEUTRAL] Of group letter generated.
[AGENT][NEUTRAL] I guess they had notified us late.
[AGENT][NEUTRAL] I'm that insurance agent, but you can just disregard it cause it's, it looked like it was, it was effective [PII] and and then
[AGENT][NEUTRAL] Canceled [PII], so it may like I said, maybe it was something you were looking at but decided against. So you that would have been sent in error, so I'm not sure why they sent that out because
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I don't have to worry about that. I just don't wanna be.
[AGENT][NEUTRAL] No, uh, yeah.
[CUSTOMER][POSITIVE] OK then. All right, well thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too, bye.