AccountId: 011433970860
ContactId: d1404ed2-db39-43d6-b158-0264200b519f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1044588 ms
Total Talk Time (AGENT): 447542 ms
Total Talk Time (CUSTOMER): 246599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d1404ed2-db39-43d6-b158-0264200b519f_20250408T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, this is [PII]. Um, I need to request a copy of my policy.
[AGENT][NEUTRAL] OK, um, do you know what the group number is by chance?
[CUSTOMER][NEUTRAL] Uh, yes, I have the policy number and the group number.
[AGENT][POSITIVE] OK, um, policy number will be great for right now.
[CUSTOMER][NEUTRAL] OK, the policy number is 9A04849.
[AGENT][NEUTRAL] OK, and the group number?
[CUSTOMER][NEUTRAL] 5158.
[AGENT][NEUTRAL] And what is the group's name?
[CUSTOMER][NEUTRAL] Uh, well, it, it was, uh, when I was employed, it was uh it was, uh, Hammond Developmental Center, the state of [PII], yeah, state of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Perfect.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, and you said your name was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Middle name
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect let me put you on a brief hold OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you help me?
[AGENT][NEUTRAL] I have a guy on the phone and he's like I want a copy of my policy. There's only one person enrolled in this group.
[AGENT][NEUTRAL] And he's retired.
[AGENT][NEUTRAL] Uh, go to
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I said [PII]
[AGENT][POSITIVE] [PII] yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, do you have his name? Yeah, go to [PII].
[AGENT][NEUTRAL] Go to
[AGENT][POSITIVE] Good
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] [PII]. OK, so and he's active. So do 109 109684.
[AGENT][NEUTRAL] Or sorry, do PIME 1096.
[AGENT][NEUTRAL] Go to policy, yeah.
[AGENT][NEUTRAL] 109684
[AGENT][NEUTRAL] Mm, I think you have to leave the INAm in there.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Enter
[AGENT][NEUTRAL] And that's literally what we were just in. OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's literally what we were just in.
[AGENT][NEUTRAL] And he's not showing up there.
[AGENT][NEUTRAL] Go back is this the last group is the group. But his policy is active?
[AGENT][NEUTRAL] Maybe [PII] or he reported it.
[AGENT][NEUTRAL] Go to um policy again and then do do all.
[AGENT][NEUTRAL] He's still not here.
[AGENT][NEUTRAL] Maybe he falls off like if he wants it.
[AGENT][NEUTRAL] OK, I mean, whatever, like you can send them.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Where do I get it though out of um all these.
[AGENT][NEUTRAL] Um, put his, that's OK. Wait, wait, go back to, um, PIME.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] We are on PIN. OK, go to [PII]. Go back to sorry go back to on please.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I know which one is like what is.
[AGENT][NEUTRAL] 109684.
[AGENT][NEUTRAL] You do the
[AGENT][NEUTRAL] Oh wait, I don't think you, there we go.
[AGENT][NEUTRAL] Because it's lapsed, they don't have it.
[AGENT][NEUTRAL] Should I go back and get his policy number again?
[AGENT][NEUTRAL] And it's one of the
[AGENT][NEUTRAL] Go to 109684.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 9684.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Its active.
[AGENT][NEUTRAL] OK, tell him that get his information and the phone number and like an email address and you say that we're gonna have to research it a little bit more.
[AGENT][NEUTRAL] Finding what we need to find. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna um just write down your name and um your email and phone number and um I'm just gonna do a little bit more research on this, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is a good email for you?
[CUSTOMER][NEUTRAL] [PII] and then, yeah, OK. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the last, and the last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At, OK, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, perfect. And is the [PII] a good number to reach out to you at?
[CUSTOMER][NEGATIVE] That is I'm not able to get my messages for some reason right now though, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Uh, let, let me give you my home. I'm sorry.
[AGENT][NEUTRAL] OK, I was about to say is there another phone number that would be better?
[CUSTOMER][NEUTRAL] Yeah, if you, uh, if you need the home number, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. OK perfect um we will get back to you shortly OK?
[CUSTOMER][NEUTRAL] OK. Now, do y'all, do y'all only have uh cancer policies or?
[AGENT][NEUTRAL] Um, no, we have all supplemental insurance, so, uh, we specialize in like gap insurance, accident, hospital, um, a bunch of different policies.
[CUSTOMER][NEUTRAL] Yeah, OK, um, at what, at what time we I got a letter and it said that um they were not, um, they didn't have the information to uh auto deduct from my account, but, um, but I see it's being taken out, it's being, uh, taken out currently, uh, like monthly it's, uh, right now it's $47.53 a month.
[CUSTOMER][NEUTRAL] And it's our cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, monthly.
[AGENT][NEUTRAL] Auto drafted. OK, that I am unsure of. I, um, I will provide that information to our billing department and they will be the ones that are reaching out to you with that. Um, I don't have access to bills.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like me to transfer you over to the billing department?
[AGENT][NEUTRAL] Or would you like me just to leave to give them a message?
[CUSTOMER][NEUTRAL] Oh, what
[CUSTOMER][NEUTRAL] Um, well, what, what, what should I talk to them about? I mean, I, I mainly wanted a copy of the, um, oh yeah, I guess, I guess I did want to make sure that, um, they have the right information, but I mean it is, it is coming out of my our, uh, one of our bank accounts.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, did you, did you want that to continue to do that, I guess, or were you wanting to change it?
[CUSTOMER][NEUTRAL] The premium.
[CUSTOMER][NEUTRAL] Yeah, yeah, yes.
[AGENT][POSITIVE] OK OK perfect well then we'll just leave it as is. How does that sound?
[CUSTOMER][NEUTRAL] Yeah, that's good. Just, but I, but I do, I just need a copy of the policy cause I can't find my my policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. I will get that over to you, OK?
[CUSTOMER][NEUTRAL] Oh, OK. Now, if it's, if it's a cancer policy, strictly cancer policy, then you don't, um, I mean, that can, that can only be used in case you get cancer or?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. So, I mean, so like when, when, when you go to the doctor and they ask for all your insurance uh policies, you, you just don't tell them that one? I mean, or does it matter?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me, let me put you on hold for that because I'm not a specialist in, in our cancer policy. Let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you help me? Yes.
[AGENT][NEUTRAL] This man is asking me a 1000 questions. I've like literally had the hardest people today.
[AGENT][NEUTRAL] I've literally had the hardest people today. This man wants to know, can you only use cancer on cancer insurance and uh our, our cancer policy only on cancer and if so, like, um, does he provide like I guess basically like what is the cancer policy? It's for me it's just yes.
[AGENT][NEGATIVE] we can send him No we can't find it.
[AGENT][NEUTRAL] Literally when I look up the group it's lapsed and he's active so I have to like yeah but we can't even find it yes.
[AGENT][NEUTRAL] Yeah. Um.
[AGENT][NEUTRAL] Just tell, just tell him that you're going to have to reach out to another department to get his ported.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. And that'll just buy us some time to look into and we can at least look at what plan they had and let him know that someone will give him a call back and we can talk through actually no.
[AGENT][NEUTRAL] OK. Just say you know unfortunately I don't have access to view your reported policy information. I'm gonna get you over to our claims team. Is it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] I believe so, yeah, do that one, get them connected, and then um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Afternoon thank you for calling.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[CUSTOMER][NEUTRAL] I'm OK, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. Um, I have a gentleman online, um, and have his name, I have his, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Policy number, but unfortunately we're um in broker resources having a hard time pulling up his, his policy. um I'm guessing he reported his policy before he left the company and so I need to do some digging on that, but he had some questions on his cancer policy, um, just how it works, things like that, and so I was curious if you could help him with that.
[CUSTOMER][NEUTRAL] So he has questions on his benefits actually sort of covered half with APL.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] OK. Um, yes, I should be.
[CUSTOMER][NEUTRAL] able to help him with that if there is a policy certificate that I can look, what is um the gentleman's name?
[AGENT][NEUTRAL] His name is [PII] and his last name is [PII]
[AGENT][NEUTRAL] And policy number is 109684.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1096. OK, one moment.
[AGENT][NEUTRAL] And I looked in on base I couldn't find it um so.
[CUSTOMER][NEUTRAL] One second, [PII].
[AGENT][POSITIVE] OK, you're good.
[CUSTOMER][NEUTRAL] It's one of those old old policies and it's under a back file so it's not under the policy certificate it's under.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is one that you just
[CUSTOMER][NEGATIVE] Takes forever to go through.
[AGENT][NEUTRAL] but you have access to his policy because he was asking for a copy of that as well. I just can't find it. OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, it'll have to be created. Our policy will have to be.
[CUSTOMER][NEUTRAL] A request, I have request will have to be submitted to customer service to have it built.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because the only thing on file is the, is just the back file that's like 72 pages.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's his callback number?
[AGENT][NEUTRAL] His callback number is um he's calling me from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] he did say though that he's not receiving messages from there though um so I have another phone number if you leave a voicemail.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I, I have him on the line right now. I can, I can patch you through if that works.
[CUSTOMER][NEUTRAL] OK. And did, yes, I'm gonna need to speak to him. Um, what's
[CUSTOMER][NEUTRAL] The other number he gave you?
[AGENT][NEUTRAL] I'm so sorry. Oh, the voicemail at [PII].
[CUSTOMER][NEUTRAL] Like a voicemail?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. And did you verify any of his information, [PII]?
[AGENT][NEUTRAL] Um, no, he provided me the policy number and he provided me the group number and provided me his name.
[CUSTOMER][NEUTRAL] I'm sorry. I can't hear you anymore, [PII]. What was that last part?
[AGENT][NEUTRAL] Um, he verified his name, his policy, and group number.
[AGENT][NEUTRAL] Those were the only thing that's how I found out his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, I can finish verifying the rest of this information and I'll be happy to speak to him.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK sounds great.
[CUSTOMER][POSITIVE] All right. Thank you. Yeah, OK.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] OK, great. I have [PII] on the line and she'll be able to help you, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Mhm.