AccountId: 011433970860
ContactId: cf2b9cc5-537b-4561-b563-409c038fb155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528030 ms
Total Talk Time (AGENT): 261515 ms
Total Talk Time (CUSTOMER): 262462 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/cf2b9cc5-537b-4561-b563-409c038fb155_20241230T22:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] I'm thought so. How are you?
[CUSTOMER][MIXED] I'm good, I'm good. I mean, this cold is killing me, but I'm good.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, uh.
[AGENT][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Yeah, it is what it is. Um, um, I have.
[AGENT][POSITIVE] Oh, I hope you feel better soon.
[CUSTOMER][NEUTRAL] Thank you. Um, I have a member on the line that, um, she said she received a letter about her premium due, um, and it is showing quarterly, but, um, she said that the information she received the same from [PII] to 43025 and she's like that's 4 months, not 3 months, so can you help her with that?
[AGENT][NEUTRAL] Oh, she must be a month behind. OK, what's that policy number, dear, or something, I don't know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It, it is, it is not, you know, that's the weird thing.
[AGENT][NEUTRAL] Yeah, I did, I I said it out loud, even though I haven't seen the policy after I said it out loud, if she's paying in advance or whatever, what they, OK. Good Lord, help me.
[CUSTOMER][NEUTRAL] So I'm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. OK. Policy number is 107673.
[CUSTOMER][NEUTRAL] And that's what I thought too until I saw the page two date, which is [PII], so I'm like, hmm, OK.
[AGENT][NEGATIVE] Oh no, my stuff is acting up again. Hold on. I've already had to shut down and restart one time.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] Oh, no.
[AGENT][NEGATIVE] Oh no, don't do this to me. I do not have time. I work 6 tonight and I got too much to do.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Oh, yeah, I know.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, but who do we have [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Gluten, mhm, yes, gluten.
[AGENT][NEUTRAL] She only needs to pay for.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What did they send her?
[AGENT][NEUTRAL] It's got to be a type of.
[CUSTOMER][NEUTRAL] That's what she's thinking too. She just wanna make sure it's the type. She's like, can you tell me? And I'm like, Well, let me get customer service just to make sure.
[AGENT][NEUTRAL] Well, I don't see how the, I mean, they couldn't cancel her for not paying the extra month and she's paid advanced, you know, paid ahead anyway.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, uh, which makes her January, February, March payments should be paid. So let me see if I can find some current course here we go 10 7 24 on last correspondence I see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I know you verified everything. Put Miss, Miss [PII] on through, and I will do my best to help her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right, have a good day. Here you go. You're welcome bye bye.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][POSITIVE] Thank you for holding and being, being patient for Ms. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK. Have a good day.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Ms. [PII], this is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, I'm good, yeah.
[AGENT][POSITIVE] Wonderful. And you got uh uh a strange little letter that is asking for an extra month, is that correct?
[CUSTOMER][NEUTRAL] Well, what it is, it's the same premium um notice that we we get usually I mail them you know like before it's not due till the.
[CUSTOMER][NEUTRAL] Uh, it's do the 116 to 25, but it said the premium period was 11 of 25 to 4:30 of 25, and it's always been quarterly so and that wouldn't be quarterly, that'd be, you know, for for 4 months.
[AGENT][NEUTRAL] Yes ma'am, I think our I think our computer system just had a little moment there, um, you, you are set up for quarterly, yes ma'am. I am looking at it for $634634.44.
[CUSTOMER][NEUTRAL] Oh, because it is quarterly, correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yes, ma'am. That's all you're due for. And then I pay you January, February and March. They must have had a little glitch or something. Let me look at your notes real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought it was just a typo or something and then I had another question too, you know, he's in, um, his medicines are totally covered now. They're he's in catastrophic stage.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Call it
[CUSTOMER][NEUTRAL] Yeah and so they um I guess he's reached that you know on Medicare so they don't cover our premium doesn't cover anything now correct? any benefits as long as.
[AGENT][NEUTRAL] Now I'm not in benefits, Ms. [PII], uh, that I would have to let you speak to someone in benefits to discuss any of that.
[CUSTOMER][NEUTRAL] Yeah, because well I mean it's totally covered we don't have any, you know, until the end of the year I think and then I think it changes in January.
[CUSTOMER][NEUTRAL] I think Medicare does.
[CUSTOMER][NEUTRAL] You know, it starts all over then.
[AGENT][NEGATIVE] OK. Now, I'm, I like, again, that's, I'm not in benefits, so I really would not know, Ms. [PII]. I, you know, I can't, I couldn't give you any information. I would hate to tell you something wrong.
[CUSTOMER][NEUTRAL] Isn't that right?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, now, if you would like to speak with someone in benefits, I can certainly transfer you to them.
[CUSTOMER][NEUTRAL] Um, yeah, well, I don't, I, I'm assuming that if we don't pay anything out of pocket that they're that the insurance company is gonna pay, but I don't know if they do or not.
[CUSTOMER][NEUTRAL] You know, once Medicare pays for it, but um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So yeah I guess I, I could talk to him. I just ask him that question because I know he's um he takes a pill that's like $12,000.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Yeah, one of his kids, uh, for prostate cancer, and they covered the whole thing in the last two months, so.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, so I'm sure that I don't.
[CUSTOMER][NEUTRAL] I don't know how that works because they used to pay a portion because we'd have to pay a portion, you know.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] All right. Did you wanna speak to someone in benefits?
[AGENT][NEUTRAL] And on
[CUSTOMER][NEUTRAL] I could ask them.
[AGENT][NEUTRAL] OK, and Mrs. Go, just submit your normal amount of $63444.44 $634.44. I said that has to be a typo, uh, because you are set up, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Frequency, you know, 3 months, every 4 months, so.
[CUSTOMER][NEUTRAL] For quarterly.
[AGENT][NEUTRAL] Quarterly. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, so Ms. [PII], I will place you through to our benefits department now, and I hope they can assist you with some of your questions. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I think I'm good, yeah.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you, you and Mr. [PII] have a wonderful new year and give me just a moment. Thank you. Give me just a moment while I give them your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] f er ring
[AGENT][POSITIVE] Oh thank you for calling APO.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, you're speaking with [PII]. How may I help you today?
[AGENT][POSITIVE] Well, hello, Miss [PII], full of energy over there. Give me some girl. This is [PII].
[CUSTOMER][POSITIVE] Hey [PII]. Look, I, you know, I'm, I got 15 minutes before I get off and I'm off tomorrow, so, yeah, I'm full of energy.
[AGENT][POSITIVE] [PII] bless you, you go, girl. That's right. Well, hopefully this will be a quick, quick call. Um, all right, so it, the policy is 107673.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this is for Mr. uh Mr. [PII], oh, OK, number 2, and it's on [PII].
[AGENT][NEUTRAL] And I, I'm speaking with participant #2.
[AGENT][NEUTRAL] Uh, yes, I, I.
[CUSTOMER][NEUTRAL] OK. He's the main insured. OK. Mhm.
[AGENT][POSITIVE] OK, and so team uh care team transferred it to me. I've helped her with her my part now she just has some questions on benefits so care team verified everything and I can give you her number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can give it to him.
[AGENT][NEUTRAL] OK, 425.
[AGENT][NEUTRAL] 226.
[AGENT][NEUTRAL] 4493.
[CUSTOMER][NEUTRAL] All right. I can see can I help Ms. [PII]?
[AGENT][POSITIVE] OK, well, Miss [PII], you enjoy tomorrow off and have a wonderful [PII], honey.
[CUSTOMER][POSITIVE] You too. You be blessed. Bye.
[AGENT][POSITIVE] Yes, you as well. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.