AccountId: 011433970860
ContactId: e0c6cff3-b862-4fe7-93f1-cb6c020539a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1084219 ms
Total Talk Time (AGENT): 272364 ms
Total Talk Time (CUSTOMER): 271527 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e0c6cff3-b862-4fe7-93f1-cb6c020539a9_20250429T14:50_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling for my husband, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he has a policy, um, I don't have the policy number but I can give you his social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on just a moment while I pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And while I'm pulling that up, um, do you mind if I can get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] OK, do you mind verifying his date of birth and address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and is he there where I can get permission to speak to you about his policy?
[CUSTOMER][NEUTRAL] Well, I filled on the paper and I faxed it in, um, the lady, um.
[CUSTOMER][NEUTRAL] I spoke to someone about last 2 weeks ago.
[CUSTOMER][NEUTRAL] And I faxed the paper in with um that consent that you don't see it.
[AGENT][NEUTRAL] OK, let me check and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and which policy are you calling on?
[CUSTOMER][NEUTRAL] Um, well, I spoke to the job, his, uh, the job, and they said that he has to start paying his premium to APL and I need to know how to do that and also, uh, I've been trying to get him logged in online.
[CUSTOMER][NEUTRAL] And it's not letting me do it. It said it's, he's not found. So the lady I spoke to, she said maybe one thing that's off, so that's why I had to send in that paper.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] And to, you know, to get that corrected.
[AGENT][NEUTRAL] OK, let me check that, see if we.
[AGENT][NEUTRAL] I have that on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's got 3 different policies, so it may take me just a little while to to look at each one, see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I that
[AGENT][NEUTRAL] And how did you send that in? um.
[AGENT][NEUTRAL] By mail or fax? OK.
[CUSTOMER][NEUTRAL] Facts
[CUSTOMER][NEUTRAL] Buffet. Uh-huh.
[AGENT][NEUTRAL] And what number did you fax that to?
[CUSTOMER][NEUTRAL] Affects that along with
[CUSTOMER][NEGATIVE] Oh God, um, I'd have to pay for home.
[CUSTOMER][NEUTRAL] It's the the number at the bottom of the sheet.
[CUSTOMER][NEUTRAL] Um, it has a fax number, address, and uh phone number. I left it at home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's no problem. Let's see.
[AGENT][NEUTRAL] Let me see if I can find the form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see what what it says at the bottom.
[CUSTOMER][NEUTRAL] OK, I just in um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That far you found it?
[AGENT][NEUTRAL] Authorization to disclose protected health information form.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, it's got a different fax number than us.
[AGENT][NEUTRAL] I believe that went to claims and I'm not able to see anything in claims.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh it was the claims.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, hold on just a moment. Let me see if I can get someone in claims that can look and they can send that to me, uh, real quick, um.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me put you on hold for just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ssferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I am good. um I have an insured spouse on the phone that says that she faxed in a disclosure to release information form or whatever it's called and uh she faxed it to the number on the bottom of the form which is not customer service phone uh fax number so I was wondering if you can check on these and see if we've got that form so I can speak to her.
[AGENT][NEUTRAL] If I give you the policy numbers.
[CUSTOMER][NEUTRAL] Um, sure. Do you have a policy number? Yeah.
[AGENT][NEUTRAL] Mhm. Uh, one of them is 2449431.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's on [PII].
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I'm thinking that's claims fax number so I didn't.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] Because it's not customer service I'm not sure where it went.
[CUSTOMER][NEUTRAL] Yeah, I know, I don't know. Let's see.
[CUSTOMER][NEUTRAL] Yeah, I call that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But it's continuation policy.
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't see anything that we've received. I checked in on base. I don't have anything in there, um.
[CUSTOMER][NEGATIVE] I don't know where else we would put the besides entering it in the line, the CHIP when we received it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. How about um 244-9463.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I don't saw anything there either.
[AGENT][NEUTRAL] OK, and I've got one more policy number 2449504.
[CUSTOMER][NEUTRAL] She said she faxed it, right?
[AGENT][NEUTRAL] Yes, uh huh, and the fax number is claims is fax number [PII].
[AGENT][NEUTRAL] It's where she faxed it to, she said.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, looks like we got it.
[CUSTOMER][POSITIVE] Yeah, we got it on that that policy.
[CUSTOMER][NEUTRAL] 244-9504.
[CUSTOMER][NEUTRAL] Authorization to release to.
[CUSTOMER][NEUTRAL] What's her name? T[PII].
[AGENT][NEUTRAL] [PII]. Yes, uh-huh. OK, that's fine. All right, thank you.
[CUSTOMER][POSITIVE] Yeah, handling it, yeah, handling of all, yeah, everything, so yep.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, thank you for holding Miss [PII]. um, we did receive your form, um, and how can I help you with these policies?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I need to know um how do I send in payment for the premium?
[CUSTOMER][NEGATIVE] And um another thing I was trying to log him in to do the to do it online and it's telling me he's not found.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said it could be one thing that's off.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I'm putting in
[AGENT][NEUTRAL] OK. Um, are you putting [PII] behind his [PII]? No period or anything but just [PII]
[CUSTOMER][NEUTRAL] Oh, so they have [PII], OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, that's what it is. OK, what they are.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and about his um premiums, I gotta make payments on those.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I would have to send you um a letter with the form and everything that you would have to, he would have to fill out to to continue um I'm not sure which policies he can continue um he's got a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An accident, a critical illness.
[CUSTOMER][NEUTRAL] Well, the critical, the critical, yeah, I wanted to know if I could drop the critical illness in the accident.
[CUSTOMER][NEUTRAL] To make it affordable for us. Um,
[CUSTOMER][NEUTRAL] To put up in the vision, those 3. Is it possible to drop those 3?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, well, the vision is not handled through, um, APL.
[CUSTOMER][NEUTRAL] Oh, OK, that's command. OK, that's command.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, we've got uh group accident, critical illness, and disability, but now the disability is not, uh, he cannot continue that one if he's not, no longer working with them.
[CUSTOMER][NEUTRAL] No, no, I need to he needs a disability. I don't, I don't wanna drop that one. Yeah. He's still employed, but he's out, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On leave right now. Um
[CUSTOMER][NEUTRAL] So we're gonna keep the disability and could we drop the critical illness and the accident?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah, he has to be working with the group and pay through the group for the, the disability.
[CUSTOMER][NEUTRAL] OK, I'm not understanding.
[CUSTOMER][NEUTRAL] Uh, but told me that I have to pay APL, the, uh, guy that, guide human resources.
[AGENT][NEUTRAL] Yes, uh, no, ma'am, it, it's, it can only be paid through payroll deductions.
[CUSTOMER][NEUTRAL] Pay through. I could have me write that down so I could call and pay through.
[AGENT][NEUTRAL] Payroll deductions.
[CUSTOMER][NEUTRAL] Payroll deductions.
[AGENT][NEUTRAL] Is he needing to file a claim on his disability or?
[CUSTOMER][NEUTRAL] No, he filed the claim already, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So pay through payroll disability, I mean payroll deductions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's for the
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And he's, he's on disability at the time at the, right now, or is that what you're saying?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right now, yeah, he received, he already received one check for his short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up the policy and see um how they handle that what if he's in the middle of a claim um that's.
[AGENT][NEUTRAL] See how they do the premium on that. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm, I'm sorry, I'm reading the policy.
[CUSTOMER][POSITIVE] Uh, take your time.
[AGENT][NEUTRAL] Pro
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] anything about the premium, how it's paid once you're on.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me get with someone in our claims department and they can let me know how, how that's handled and.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, you can call me back. Mhm.
[AGENT][NEUTRAL] All right, and I can call on the [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, thank you [PII] and um I'll give you a call back just in as soon as I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a wonderful.