AccountId: 011433970860
ContactId: d26aca72-1b2b-4b61-b6fe-9675894ddc07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640820 ms
Total Talk Time (AGENT): 184944 ms
Total Talk Time (CUSTOMER): 256618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d26aca72-1b2b-4b61-b6fe-9675894ddc07_20250106T17:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. What was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII] last name. Um, my name is [PII], and I need to find out number one what my coverages are.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And how to file a claim if I have the coverage and now mind you, I know I can go like to find out your coverages or whatever you can go online, but I'm so confused with that. So what can you help me with?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits or information about the policy, Ms. [PII]. Um, may I have, um, a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have not received the card?
[CUSTOMER][NEUTRAL] I have my social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, it's that I'm not, that's actually one of the reasons I'm calling for a flipping card.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Can you, can you send it to my phone?
[AGENT][NEUTRAL] Um, no, I can only send it um by mail or I can email a copy, or you can get a copy through the website once you register. Like if you need to save it on the phone, you can get it, um, registered and you can just, you know, download one to your phone.
[CUSTOMER][POSITIVE] OK, yeah, if you can just email it to me that'd be great.
[AGENT][NEUTRAL] If you want to do that.
[AGENT][NEUTRAL] OK, alright, and, and your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII] and uh email maybe has [PII].
[AGENT][NEUTRAL] Mm, no, that's not the one we have.
[AGENT][NEUTRAL] Probably your work?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] OK, bear with me. Let me check this group.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, let's see. I will have to check with customer service because I don't see an active policy. Um, I see that this policy terminated back in October.
[CUSTOMER][NEUTRAL] OK, um, I, and that's interesting. Why would it terminate in October?
[AGENT][NEUTRAL] That is what my records is indicating that it terminated. Did you, when it was open um registration, did you choose um the policy again?
[AGENT][NEUTRAL] Open enrollment.
[CUSTOMER][POSITIVE] I've, I've always, yeah, I've always choose the chosen the the policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check with customer service and see if um there's an error or something like that. If not, they probably will ask you to call the employer, but let me just go ahead and check, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have, um, OK, I have a member on the line that, um, it looks like she has a policy, but the policy it's been terminated and um she's not really aware of it and I was looking into the notes and I see where.
[AGENT][NEUTRAL] We put some information in, I guess, to have a draft, but it looks like it never happened, so I'm a little confused about it. I checked the notes and I'm just confused about the notes and everything. So I don't know if you can help me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I can help you
[AGENT][NEUTRAL] OK, yeah, because it's, it's over rubbed, that's how it laps. So usually when that happens sometimes it's an error, so I just wanna make sure, um, and it's for 239-401-3.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, uh, [PII], is it Sweden, Sweden?
[AGENT][NEUTRAL] Yes, Sweden. Mhm, yes, Sweden.
[CUSTOMER][NEUTRAL] I can see, well, OK. No. Yeah, OK.
[AGENT][POSITIVE] That's exactly how I like, uh, wait.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, you, you know, but wait a minute, no.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh man, um, da da da da da. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] yes, no, maybe
[CUSTOMER][NEGATIVE] Right, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK, I can talk with her, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to be thinking of what to say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 00 good, it just lapsed so good because I was thinking, um, you know, they have 30 days to keep it if they want it, but it just lap this [PII], so good, good if she wants it she can keep it. OK, that's a relief. OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you ready for it?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome. Here she comes. Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line. She is from the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] You bet.
[CUSTOMER][POSITIVE] OK, thank you so much so.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][POSITIVE] Hi, are you [PII]? Yes ma'am, yes. I love how y'all do single syllable names it's great.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Uh, I, I, I gotta, I gotta know, is this your assigned name or is this your given name? It doesn't matter to me if it is either one. I just think it's interesting how they make y'all do like single syllables. Now that is just a nickname that I grew up with, [PII]. Oh, OK. There you go.
[CUSTOMER][NEUTRAL] OK, so, uh, my question, I'm gonna fix to go into this hospital and pay a hospital bill, um, and I know I have or had in the past, uh, an APL account and the APL account had some benefits that paid um.
[CUSTOMER][NEUTRAL] Like for test and such as that, can you give me any information on that and um help me understand why they said my account was closed in October.
[CUSTOMER][NEUTRAL] OK, um, let me ask you this are you still employed at, um, let's get back to that.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][POSITIVE] [PII], yes, [PII] you you.
[CUSTOMER][NEUTRAL] OK, let me see what might be going on.
[CUSTOMER][NEUTRAL] Hm, it
[CUSTOMER][NEUTRAL] So you are still employed there and they are still um.
[CUSTOMER][NEUTRAL] Like payroll deducting for your policy.
[CUSTOMER][NEUTRAL] As far as I know, what would it come over through or through us and how much is my deductible or my my premium so I can tell you for sure if they're deductible. Uh, it's $20.64 monthly.
[CUSTOMER][NEUTRAL] $20.64 does not show up on this year so.
[CUSTOMER][NEUTRAL] I honest to God I have no idea.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm wondering if something might have happened with your policy it may be open enrollment, um.
[CUSTOMER][NEUTRAL] I mean I don't know that but.
[CUSTOMER][NEUTRAL] Can you tell me if my husband has one?
[CUSTOMER][NEUTRAL] Um, it's, and his last name is [PII] also.
[CUSTOMER][NEUTRAL] Yes.