AccountId: 011433970860
ContactId: d12b9f5f-f182-4cf4-81f9-872206eef092
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1100500 ms
Total Talk Time (AGENT): 498461 ms
Total Talk Time (CUSTOMER): 305740 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d12b9f5f-f182-4cf4-81f9-872206eef092_20250203T13:11_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just have a question. Back in December, I signed my husband up for a Medicare.
[CUSTOMER][NEUTRAL] And that I was signing him up for Medicare for, uh, you know,
[CUSTOMER][NEUTRAL] Uh, uh, like an advantage plan online?
[CUSTOMER][NEUTRAL] And I thought I was signing him up for Blue Cross Blue Shield. And I still ended up with some kind of Medicare, um,
[CUSTOMER][NEGATIVE] I cannot read what's at the bottom of this thing.
[CUSTOMER][NEUTRAL] But it was uh uh oh it says it's me it's managed care and it's a medical bill re replacement.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Uh, when I got all the information package, I ended, I, they didn't give me the plan I signed up for. So I canceled it.
[CUSTOMER][NEGATIVE] And today I noticed they still took money out of my account.
[AGENT][NEUTRAL] OK, so you have a policy with American Public Life?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] No, it was supposed to be medical insurance.
[AGENT][NEUTRAL] OK, so in order to be able to further assist you, what I can do, what I'll need to do is to pull up your policy information with our company and verify some things with you first for security purposes and then I can direct you as to who you would need to speak to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To what company you would need to speak to. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]. I handle my husband's business.
[CUSTOMER][NEGATIVE] You can't do it himself.
[AGENT][NEUTRAL] And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number with APL please?
[CUSTOMER][NEUTRAL] All right, my member ID.
[CUSTOMER][NEUTRAL] It's 683.
[CUSTOMER][NEUTRAL] 541
[CUSTOMER][NEUTRAL] 175.
[AGENT][NEUTRAL] OK, and Ms. [PII], who do you work for?
[CUSTOMER][NEUTRAL] My husband collects Social Security.
[AGENT][NEUTRAL] OK, so I'm trying to, I can't locate your information with our company with that number. Is that a social security number?
[AGENT][NEUTRAL] That you gave me?
[CUSTOMER][NEUTRAL] That is the number on the card. That is a number on the card I printed out from them.
[AGENT][NEUTRAL] OK, and when you say from them who exactly.
[CUSTOMER][NEUTRAL] It says my number on the, on the um
[CUSTOMER][NEUTRAL] Receipt it says member ID is 41288.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And what else does that ID card, Ms. [PII], say on there?
[AGENT][NEUTRAL] That you have.
[CUSTOMER][NEUTRAL] It says manage care medical bill replacer.
[CUSTOMER][NEUTRAL] Brand name.
[CUSTOMER][NEUTRAL] Basic core.
[CUSTOMER][NEUTRAL] Group ID.
[CUSTOMER][NEUTRAL] It's FE 202306.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's got the RX group and the RX bin numbers.
[AGENT][NEUTRAL] OK, and this, OK, so that none of that information is related to my company. So I'm trying to figure out who I need to direct you to. What phone numbers are on your ID card?
[CUSTOMER][NEUTRAL] What phone numbers are on the ID card?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I don't know what that number is. OK, is there another number of some type on there?
[CUSTOMER][NEUTRAL] Uh, with the paperwork.
[CUSTOMER][POSITIVE] I got you I got.
[CUSTOMER][NEUTRAL] The number I called you at.
[AGENT][NEUTRAL] Which is what number?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, now, our number is [PII].
[CUSTOMER][NEUTRAL] OK, then that's the number I called you from. The, uh, I called you the other number is [PII] to contact the.
[CUSTOMER][NEUTRAL] That the Texas Department of Insurance.
[AGENT][NEUTRAL] OK, so that's not us. Yes, ma'am, that's not my company.
[CUSTOMER][NEUTRAL] OK, I'm just trying to figure out who to call.
[AGENT][NEUTRAL] Is this
[AGENT][NEUTRAL] Yes ma'am, and I'm trying to figure out how to.
[CUSTOMER][NEUTRAL] I'm gonna have to go to the bank.
[AGENT][POSITIVE] And I, I'm really trying to help you to figure out exactly who you would need to speak to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] But the number, none of these numbers that you have given me so far would be from my company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, see, that's what I'm trying to figure out, I mean.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh I'm, I'm sorry, ma'am.
[AGENT][NEUTRAL] No, no, you're fine. I was just, I was, no, ma'am. You're perfectly fine. I was just hoping that I could direct you, you know, as, as to who you would need to contact, but none of the information, um, Ms. [PII] that you've been able to provide me so far.
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Indicates that it's a policy with our company.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] And the and the coverage that you signed him up for is in his name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's say just um I don't really know how to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me try to search this too.
[AGENT][NEUTRAL] Cause I'm, I'm not um.
[AGENT][NEUTRAL] OK, so yes, ma'am. I don't know that.
[CUSTOMER][POSITIVE] Oh yeah, I can get yeah.
[AGENT][NEUTRAL] That just says when I Google that [PII] number, it's called first enroll.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But so I'm not quite sure how you got connected with our company.
[CUSTOMER][NEUTRAL] That it your numbers on their paperwork.
[AGENT][NEUTRAL] And what number tell me what none of, OK, so the two numbers that you've given me are not our phone numbers.
[AGENT][NEGATIVE] So that's why I don't understand how you got.
[CUSTOMER][NEUTRAL] Well, the one I called you at.
[CUSTOMER][NEUTRAL] I called though
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is your husband self-employed?
[CUSTOMER][NEUTRAL] It says you're American Public Life Insurance Company, huh?
[AGENT][NEUTRAL] Is your husband self-employed?
[CUSTOMER][NEUTRAL] No, he's disabled.
[AGENT][NEUTRAL] And what his last name, is it also [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna take a moment to try and search that. What is his first name, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there a middle initial?
[CUSTOMER][NEUTRAL] and he is the 3rd.
[AGENT][NEUTRAL] I'm sorry, what was the middle initial again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, yes, ma'am. I'm still here, but that's, I'm just trying to, I'm trying to search our system.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Yes, ma'am. I'm still here, but
[CUSTOMER][NEGATIVE] I live in a bad area.
[AGENT][NEUTRAL] That's OK, but I don't have any, I have not located any [PII], and you said he's the 3rd?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I think somebody's using your, your stuff.
[CUSTOMER][NEGATIVE] To scam people.
[AGENT][NEUTRAL] What's, I mean, what state do you all live, live in?
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEGATIVE] I haven't even come.
[CUSTOMER][NEGATIVE] And I went through the whole cancellation process, and they said it was canceled back the beginning of January.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But they still took the money out of my husband's check.
[CUSTOMER][NEUTRAL] Uh, well, out of our checking account.
[CUSTOMER][NEUTRAL] Because it was according to them, it was supposed to come out of his Social Security check.
[AGENT][NEUTRAL] And see, we're not affiliated with Medicare at all.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] All right ma'am, I'm sorry to bother you, but you might wanna check it out.
[AGENT][NEUTRAL] This is, no, ma'am.
[CUSTOMER][NEUTRAL] If you have an email, I can send you a picture of the, of my husband's cards because somebody's using your number.
[CUSTOMER][NEGATIVE] For a scam.
[AGENT][NEUTRAL] You can, you can send it if you would like and ask that that be, you know, so that we can see if maybe there's something.
[AGENT][NEUTRAL] You know, if it's listed some other way, but I haven't pulled up a [PII] or a [PII] or [PII] at all in our system.
[AGENT][NEUTRAL] And have you tried Ms. [PII] to call those other numbers that you gave me?
[CUSTOMER][NEUTRAL] Oh yes, I have. And none of them are for.
[AGENT][NEUTRAL] And what
[CUSTOMER][NEGATIVE] None of them.
[CUSTOMER][NEUTRAL] Or for this company.
[AGENT][NEUTRAL] Let's see, give me just.
[AGENT][NEUTRAL] Cause that, you know, that is concerning that our phone number is on, it's on the actual ID card itself you received or it's just on some paperwork?
[CUSTOMER][NEUTRAL] It's on the paperwork that they emailed me my uh insurance packet and it's on that paperwork.
[AGENT][NEUTRAL] I mean if you would like to email us your information so I mean we so that we could um research that and you could put in your request, you know.
[AGENT][NEUTRAL] To what you're wanting us.
[AGENT][NEUTRAL] To do as far as to see if you know what this exactly is or why this information would be on something. Um, the only thing I have not searched is his full social security number and I understand if you would not want to give that since I can't locate his name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm not familiar with any of that other information that you've given me, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Well, you're very welcome. Um, now, are you going to email that? If so, I'll need to give you a specific email to send that to.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yes, what is that email address?
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, I located that, OK, the first phone number you gave me is [PII]. When I Google that, that shows it's multi-plan for locating providers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a multi-plan network. I am familiar with who that is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now let me see.
[AGENT][NEUTRAL] We do some work.
[AGENT][NEUTRAL] With them, but all of our plans that we offer, Ms. [PII], are on employer level.
[AGENT][NEUTRAL] So, you know, the company that you work for has to offer our benefits as part of their package.
[CUSTOMER][NEGATIVE] Yeah, he doesn't work for a company.
[AGENT][NEUTRAL] We don't have
[AGENT][NEUTRAL] So we don't offer individual policies or we're not a supplement to Medicare.
[AGENT][NEUTRAL] Now that's 800.
[CUSTOMER][NEUTRAL] All right, so I got same.
[AGENT][NEUTRAL] The [PII] according to when I Google that phone number, that says that's the Texas Department of Insurance.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I also have a number, another number here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see if I can locate that number.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that right? That comes up and says robo killer lookup.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's exactly what it says positive user reputation block, robo killer status, analytics, yeah, that has something to do with that that's the first thing that pops up for that phone number.
[CUSTOMER][NEUTRAL] Well, I'm just
[CUSTOMER][NEUTRAL] OK. So I'm just gonna go to the bank and get a new card.
[AGENT][NEUTRAL] I think that I would.
[AGENT][POSITIVE] Uh, I mean, I really do.
[CUSTOMER][NEUTRAL] And I'm also gonna contact Social Security when they open and reported as fraud or Medicare and report it as a fraud.
[AGENT][NEUTRAL] Yeah, I mean, you know, again, you're welcome to send an email saying that you received this information, um, you're wanting to verify if your husband and, you know, because our, our information was included in whatever you received, but
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] I mean they're using your information as part of their scam, so.
[AGENT][NEUTRAL] But yes, ma'am, this has from every indication, this does not have anything to do with our company unless we're just uh I'm missing something and I don't know. I, I've searched every way. I've looked these phone numbers up for you online. Um, I am familiar with.
[CUSTOMER][NEUTRAL] I even Googled man.
[CUSTOMER][NEUTRAL] Medical bill repricer.
[AGENT][NEUTRAL] But we're
[CUSTOMER][NEUTRAL] And the only thing I came up with was the first enroll.
[AGENT][NEUTRAL] And that would also, you know, multiplan because of being uh a network provider company, you know, that can.
[AGENT][NEUTRAL] They can have discount health plans and that type of thing. But as far as, again, our information on there, I, I honestly cannot answer that.
[AGENT][NEUTRAL] There's nothing else you've given me indicates that that has to do with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Well, you're welcome, Miss
[CUSTOMER][POSITIVE] I'm sorry to bother you.
[AGENT][POSITIVE] No, ma'am. You're no bother at all. You're no bother at all. Absolutely. So, is there anything else I can try and help you with at the moment?
[CUSTOMER][POSITIVE] Oh no, ma'am. You've been wonderful. You really helped a lot. Thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, well, you're very welcome. I know.
[CUSTOMER][NEUTRAL] For a problem that wasn't yours, for a, for a problem that wasn't yours.
[AGENT][NEUTRAL] Well, well.
[AGENT][NEUTRAL] Well, I just hope that you're aware, you know, it's able to be resolved because there is so much of this going on in the world today, and I would sure hate to think that, you know, somehow or another, we've been
[AGENT][NEGATIVE] If it's indeed, you know, not legitimate, you know, obviously our company doesn't want to be affiliated with that.
[CUSTOMER][NEUTRAL] I get that
[AGENT][NEUTRAL] So, I really hope you get it resolved. And if there's anything else that we can help you with, you please call us. OK, Ms. [PII]?
[CUSTOMER][POSITIVE] All right, you have a great day.
[AGENT][POSITIVE] Yes ma'am you too and thank you again for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] All right, bye bye.