AccountId: 011433970860
ContactId: f213e854-b4a5-4873-9160-6fde2d3db660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598799 ms
Total Talk Time (AGENT): 214310 ms
Total Talk Time (CUSTOMER): 197136 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f213e854-b4a5-4873-9160-6fde2d3db660_20250502T20:31_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. I was just calling because I was trying to log in to um my policy. I haven't had to use it, um, like thus far, but then I remembered I had it and I have some hospitals like states that I was trying to file claims for, but every time I go into the system, it tells me that I can be found, but my benefits coordinator, she gave me like my group number and stuff and then told me to reach out to y'all.
[AGENT][NEUTRAL] OK, alright, let me see what we can do. um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK. And Miss, you don't have the policy number or do you have it?
[CUSTOMER][NEUTRAL] I have what she gave me, which is
[CUSTOMER][NEUTRAL] Um, sorry, I'm trying to look off.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I have the group number, no policy number. She said the hospital and is with American Public Life group number and then contact or go to the website. I hope this helps. Thank you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] What is that group number?
[CUSTOMER][NEUTRAL] 17553.
[AGENT][NEUTRAL] 53. OK, thank you. One moment, let me see if I can find you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said the last name. Uh, can you spell it out one more time?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, you're breaking up. I'm sorry. That was [PII]?
[AGENT][NEUTRAL] UGG.
[CUSTOMER][NEUTRAL] U as in umbrella.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it will not be under any other last names.
[CUSTOMER][NEUTRAL] Possibly my maiden name, [PII].
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] But no, it should be under [PII]
[CUSTOMER][NEUTRAL] But it should be
[AGENT][NEUTRAL] And when did you get uh subscribed with the group?
[CUSTOMER][NEUTRAL] Starting [PII].
[AGENT][NEUTRAL] And you're with um let me make sure I got that group number right. Is it Ashley Independent School?
[CUSTOMER][NEUTRAL] Azel mhm independent mhm school district, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've been paying for it like every month, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Still searching for your name.
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me search a different way because uh I don't know why I cannot find you under that group, um.
[AGENT][NEUTRAL] Do you mind providing me with the social?
[CUSTOMER][NEUTRAL] I just think it's weird.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got you. Let me check.
[AGENT][NEUTRAL] OK, what is your date of birth for security?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And uh your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found you. Um.
[AGENT][NEUTRAL] OK, the group number is different, that's why.
[CUSTOMER][NEUTRAL] OK, is it under the.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry. OK. So the group number you're under, it, it looks like you're still with Elio Independent School District.
[CUSTOMER][NEUTRAL] Oh, I'm no longer with them, but
[AGENT][NEUTRAL] It looks like they never moved you from the group, so you deal with them.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, because I was with Alito from August, September and October, but then I switched to Azel in November, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, OK. Yeah, it looks like they never changed it, so you're still with the um with the needle, so let me go ahead and, um, so you just need uh a card to be sent out to you and you need to be able to get into the website, correct?
[CUSTOMER][NEUTRAL] Yes, so I can file claims.
[AGENT][NEUTRAL] OK. So um let me check the email address. Um, what is the email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] M U S S 0 98.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, so that's the reason it will not let you go in because we also have your old email so let me go ahead and update that information.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, we're gonna take this off. And you said it was uh your first name?
[AGENT][NEUTRAL] And your maiden last name, [PII]?
[CUSTOMER][NEUTRAL] 98.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK let me go over it one more time just to make sure I'm gonna submit it correctly. So that is [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, ma'am, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So just one R, not 2.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So I went ahead and updated the system so you can um go ahead and register online. So it's just gonna ask you for personal information which is gonna be the same information you just provided to me, including the date of birth, the uh social, and your address in this email. OK?
[AGENT][NEUTRAL] And let me go ahead and send the request for the card. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And how far back can we do claims? because I've had this, I've had this policy for forever, but it just dawned on me to file it, and I, because I was like looking through my benefits to see what I was gonna switch over to my new district and I was like, I have a hospital indemnity plan. I have like multiple hospital visits from my pregnancy, so I was like, I need to file those, but it, I had the my baby, I had him in November, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm, OK, um, well, it looks like you are, you started with us on [PII], so you can submit claims as far back as [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mhm. OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][NEUTRAL] OK, and your card should be on the way. It usually takes 5 to 7 business days, OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, sir.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.