AccountId: 011433970860
ContactId: decd83d4-113b-4c70-89cc-806600ea96c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674580 ms
Total Talk Time (AGENT): 265737 ms
Total Talk Time (CUSTOMER): 178718 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/decd83d4-113b-4c70-89cc-806600ea96c3_20250422T13:30_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] Uh, yes ma'am. I have a policy through y'all and I need, I don't have any like paperwork information on it, but I needed to see about coverage that I have.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with coverage information. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, um it should be under [PII]
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. One moment, let me do a name search.
[AGENT][NEUTRAL] Um, can you spell that last name one more time?
[CUSTOMER][NEUTRAL] Yes, um, also, I was recently married, like, well, no, not recently married, but I recently changed to my married name which is [PII]. So my name was previously a different name. I did change all of my information through the school that I work for.
[CUSTOMER][NEUTRAL] But I don't know if it may have gotten through to you so it could be under a different name.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But you spell my name the way.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh, do you want the name it was originally under?
[AGENT][NEUTRAL] Yeah, let me try that.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, it was [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And let me have the spelling of [PII] one more time.
[CUSTOMER][NEUTRAL] Of [PII]
[AGENT][NEUTRAL] OK. And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I need the mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my, uh my home address is [PII].
[CUSTOMER][NEUTRAL] Email, um, if, if it's my work email, it would be uh mail.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] maybe.
[AGENT][NEUTRAL] I it's gonna be your personal.
[CUSTOMER][NEUTRAL] Or it
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sorry, let me check this really quick.
[AGENT][NEUTRAL] And you still with uh 4.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, I did find a policy, but this one seems to be terminated. So let me check and see if I can find a different one.
[AGENT][NEUTRAL] Yeah, this policy is been um terminated starting [PII].
[CUSTOMER][NEUTRAL] What policy is terminated because I didn't make any changes.
[AGENT][NEUTRAL] The cancer policy?
[CUSTOMER][NEUTRAL] Why would it be terminated?
[AGENT][NEUTRAL] It looks like it was a request from the employer to terminate.
[CUSTOMER][NEUTRAL] I haven't made any such request.
[CUSTOMER][NEGATIVE] To have that terminated and I was never notified of anything being terminated.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean they make us go through this every year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To, you know, do this, uh, whatever it's called.
[AGENT][NEUTRAL] Mhm. Yeah, it seems like we did receive it.
[CUSTOMER][NEGATIVE] So you're telling me I don't have the coverage.
[AGENT][NEGATIVE] No, no, it's been terminated. There was an error.
[CUSTOMER][NEUTRAL] So who do I need to talk to?
[AGENT][NEUTRAL] You had to talk to your employer, um, talk to your employer and see if it was an error on their part, so they can go ahead and send us a letter of confirmation to continue the policy because right now it's just indicated that we received a letter indicating the policy needed to be terminated.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, so my question if you can you see the policy?
[AGENT][NEUTRAL] And I'm just going by the notes I see.
[AGENT][POSITIVE] I do. Mhm, yes, I can see it. Yes.
[CUSTOMER][NEUTRAL] Can you see the policy that I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From what I understand, what I can remember whenever I was going through all this with the man on the phone, is there some type of coverage in that cancer policy for heart attacks?
[AGENT][NEUTRAL] OK, let me check and see. One moment.
[AGENT][NEUTRAL] Bear with me just a minute, let me pull your benefits, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's gonna be a minute or two. It's a it's a large file.
[CUSTOMER][NEUTRAL] It's OK and I'm sorry I'm not trying to be snappy with you, it's not your fault, but I'm under the impression I've got coverage and I've not been notified that anything was terminated.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand it's OK. Yeah, I yeah, I just went ahead and saw that in the notes. I saw the policy was terminated, so I wanted to check before I let you know that it was terminated. Yeah, that's what I see in the notes and.
[AGENT][NEUTRAL] Usually when we have a letter, it means that it was sent in from the employer to be terminated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But again it may be an error. I mean sometimes it happens um they send us a reporter who's gonna be like not having the policy no more and.
[AGENT][NEUTRAL] Your name could be there and it could be wrong. Um, let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm so sorry, I'm still waiting on the system. It's taking a little bit to pull up.
[AGENT][NEUTRAL] 54 pages so.
[AGENT][NEUTRAL] Takes a little bit to pull up.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's OK. I just, I'm just like not understanding. They make us go through all of this every year for open enrollment so I know I did it and I know I didn't cancel it.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And so I mean.
[AGENT][NEGATIVE] Yeah, it's a surprise. Yeah, I'll be in shock too if I didn't know it was canceled, I didn't get anything.
[CUSTOMER][NEUTRAL] Now that I need my policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, on the page.
[AGENT][NEUTRAL] Yes, you do have a heart attack and a stroke benefit. Um, let me see. Be amount is going to be 2500.
[CUSTOMER][NEUTRAL] OK, how does that work? Because I had a heart attack last Thursday.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] So like, how does that work?
[AGENT][NEUTRAL] Um, so what, um.
[AGENT][NEUTRAL] You'll go ahead and send in a claim. Um, the claim forms are on our website at [PII]. Um, it's gonna be the cancer claim form and you're just gonna go ahead and fill out your information and send in itemized bills. The itemized bill needs to have the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's all we're gonna need just the claim form and itemized bills. Yeah, if you can call your employer and see, um, just let him know that you call us and that we're showing you terminated as of [PII] of this year and check and see what they have in their records and if it's an error, um, they just need to send us a notification so we can go ahead and update the policy, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, OK, well thank you so much. I appreciate your help.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mrs. [PII]? Or do you need the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, that would probably be helpful.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I'm just in shocked that I'm like, what? Cause I didn't do this. Let's see.
[AGENT][NEUTRAL] Yeah, I get it. It's OK. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so the policy number is 02394730.
[CUSTOMER][NEUTRAL] OK, I got it. I'll call the administration building back.
[AGENT][POSITIVE] OK, Miss. [PII], you're welcome. Have a good day and thank you for calling ATL, Ms [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome, bye bye.