AccountId: 011433970860
ContactId: f5106763-4720-482b-83aa-3f2377d9a437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1400880 ms
Total Talk Time (AGENT): 356552 ms
Total Talk Time (CUSTOMER): 264510 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f5106763-4720-482b-83aa-3f2377d9a437_20250228T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am trying to create um an account um through your portal, but um it's saying that when I click next, it's saying that I may not be eligible to create an account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK. Are you, you're an individual with a policy with us?
[CUSTOMER][NEUTRAL] Yes, through, so this is um my father. I'm trying to help him file a claim. He recently um had cancer surgery and so he's employed through Carrollton ISD.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I have his portal open now and I saw that there's a website here and we're trying to file the claim so that he can, you know, get his benefits for the cancer. Um, and I was trying to figure out how to file the claim, but it's not even letting me create an account, so I was trying to figure out why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let's take a look. All right, what is, do you have his policy number there?
[CUSTOMER][NEUTRAL] I do not, uh, actually let me double check.
[CUSTOMER][NEUTRAL] It says this is just a sample certificate for Carrollton branch.
[CUSTOMER][NEGATIVE] It doesn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give us his policy number because I'm just accessing his, his employer's portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's do a search by his name. We can search by his name. What's the last name?
[CUSTOMER][NEUTRAL] I don't think
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then what would be the address that we should have on file for him?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Let me see if.
[AGENT][NEGATIVE] There's ever been any login for this profile at all.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, yeah, it doesn't look like he's ever.
[AGENT][NEUTRAL] Find in online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you by chance is he near you where he can like authorize you to speak on the account?
[CUSTOMER][NEUTRAL] Yes, let me wake him up.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Like it's OK.
[CUSTOMER][NEUTRAL] I was trying to help him on this like, you know, the technology and stuff. Hey, can you authorize me to please?
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yes, uh, I authorize her.
[AGENT][POSITIVE] OK, thank you so much, Mr. [PII]. I appreciate it.
[CUSTOMER][NEUTRAL] Now daddy, have you ever created a portal through for this? No, because what I'm looking on through your portal in your employee portal, it's just a certificate, it's a sample certificate, it's not the actual, do you have a policy number or anything?
[AGENT][NEUTRAL] So I did find the policy, um, yeah, I, I did. The reason I was at, he has never logged in before, but the policy, um, it looks like terminated in August of last year. Was he continuing it on? Is he still there like employed with them or?
[CUSTOMER][NEUTRAL] You did? OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, he's still an employee with them. He checked, he checked before he left, and I mean he was the last time he worked at the school was a couple of weeks ago, so he still works there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK, so we may be, that's why it's giving you um that error, yeah, because it's saying it's not active, but we need to figure out.
[CUSTOMER][NEGATIVE] Issues
[CUSTOMER][NEUTRAL] And they say is it Terminator?
[CUSTOMER][NEUTRAL] So he's you're, you're saying that his policy isn't active right now?
[AGENT][NEUTRAL] That's what I see right now, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just a second. Let me see what we need to do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would you make
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm not sure. Hopefully we can clear it up.
[CUSTOMER][NEUTRAL] I'll let you know.
[CUSTOMER][NEUTRAL] You need anything?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I have a point of
[CUSTOMER][NEUTRAL] So we need to contact the, oh sorry, go ahead.
[AGENT][NEUTRAL] No, I was just gonna say I have a point of contact. Let's see.
[AGENT][NEUTRAL] Some
[CUSTOMER][NEUTRAL] Yeah, I was gonna ask, do we need to contact his employer for this because he said that prior to him having the surgery, which was a, a couple of weeks ago that he spoke to the head of benefits, and she told him that everything was active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um whenever you get the chance, would you mind telling me the policy number so I can write that down so that we have that in our files.
[AGENT][NEUTRAL] Yeah, absolutely. So the policy number is um 02.
[AGENT][NEUTRAL] 278-059
[CUSTOMER][NEUTRAL] OK, 02278059.
[AGENT][NEUTRAL] Mhm. So, let me reach out to this contact to see if she's available. It says I, and see if she can do any research on this. Let me see if she's around. Um. My name is [PII].
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[CUSTOMER][POSITIVE] Yeah, thank you, [PII], for your help.
[AGENT][NEUTRAL] Yeah, no problem. Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I place you on a brief hold while I reach out to her and see what we can do?
[CUSTOMER][POSITIVE] Oh yeah, no, that's perfect. That's fine. Thank you sir.
[AGENT][POSITIVE] Thank you. One moment. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There isn't a group chat that I see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Maybe I should just call the first.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I hope I'm doing this right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I just wanted to reach out and let you know I'm still working on this. I haven't um gone anywhere so I'm just waiting to get a response back. I'm sorry for the hold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, no worries, thank you for the update.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good, very busy, but I'm good.
[AGENT][NEUTRAL] I know, girl. It's been a day for me. I don't know about for you, but I'm just like, good grief, could this Friday be over already?
[CUSTOMER][NEUTRAL] Yeah, the month end is always crazy for doing it.
[AGENT][NEUTRAL] Yeah, um, so I have a policy number if you want, let me give that to you and I can tell you what's going on.
[CUSTOMER][NEUTRAL] Alright, go ahead.
[AGENT][NEUTRAL] Um, 02278059.
[AGENT][NEUTRAL] Should come up for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I spoke with [PII], verified everything, and his daughter is on the line too. He gave me permission to speak with her. He did verify all this information.
[AGENT][NEUTRAL] So, his policy has lapsed and it's not supposed to be. He thinks it should still be active. I did reach out to [PII].
[AGENT][NEUTRAL] Um, I was following the guru card and she said anybody in billing could help. So from his understanding this policy should still be active.
[AGENT][NEUTRAL] And so she had told me to contact billing.
[CUSTOMER][NEUTRAL] Um, so just looking at the notes, he is actually going to have to contact the employer, um, because we received a notification from them in June of last year to lapse the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. June of last year. OK.
[CUSTOMER][NEUTRAL] And it was we were told to lapse it effective August, effective um for [PII].
[AGENT][POSITIVE] OK, alright, well I will tell them to contact the employer then and go from there. Thank you for the information. I appreciate you.
[CUSTOMER][POSITIVE] Yeah, no problem. I hope you have a great rest of your day and it's not as busy.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You too, girl, you too girl. Keep on keeping on.
[CUSTOMER][POSITIVE] Alright have a good weekend.
[AGENT][POSITIVE] All right you too bye.
[AGENT][NEUTRAL] Thank you so much for your patience and waiting um so I did speak with a supervisor and they did let me know that um apparently there was some communication from the employer, the school district, um, regarding the policy activity, so she was saying that um.
[AGENT][NEUTRAL] He'll want to contact the employer to see what happened there, why they put that information why they sent that to us.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] She said it was received in [PII] last year.
[CUSTOMER][NEUTRAL] OK. Um, OK, I'll try to see if I can contact my father's employer. Um, OK.
[AGENT][NEUTRAL] So yeah I mean aside from that uh you know I mean usually you can like file the claims online or even if um you know if there was for some reason claims that need to be filed during the time it was active, you can still do that um they would just have to be submitted in the mail there's just not a way to do it online unfortunately for past claims like if the policies already lapsed.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, cause he didn't receive the diagnosis in like until it was this year that he found out, so that the policy wouldn't even apply then, would it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Well, not right now, no. Um, the, yeah, the, the lapse date on it right now is the [PII]. So if it was after that, then unfortunately, no. Um, but yeah, definitely get in contact with him and see, see what happened there.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII]. I'll definitely try to see what I can do. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.