AccountId: 011433970860
ContactId: f7f727d9-5b27-42fd-bf97-a84d5f9fe661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513039 ms
Total Talk Time (AGENT): 214450 ms
Total Talk Time (CUSTOMER): 195030 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f7f727d9-5b27-42fd-bf97-a84d5f9fe661_20241230T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. Um, I have a question. I have a member on the line that she has a, um, she has 3 policies with us. And it looks like she is, um, in one, the hospital indemnity is a couple's policy, but the other two is an individual, and she said that it's supposed to be a couple's policy altogether, all of them. So I don't know if you can check on that for me and see if we need to do anything or what can we do to have this fixed. Um, the policy number.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] The policy number I got is 2491412.
[AGENT][NEUTRAL] Yeah, you can
[AGENT][NEUTRAL] All right, the hospital indemnia is the one for a couple and the rest should be as well. OK, um, so she with a group and since um the policy is issued through the employer, she needs to reach out to her HR department for this changes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, um, in our records, in our end, is it supposed to be individual or is it in because sometimes you know it could be an error from us. So, um, is it supposed to be individual or it's supposed to be, uh, couples?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I would have to look to um her documents we received. Let me see if we have any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because sometimes it's the group who processes it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it, sometimes they do that and they really and we don't have any record from them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me look into if we have anything.
[AGENT][NEUTRAL] We received a portability letter for her cancer policy.
[AGENT][NEUTRAL] I'm not sure if she's um still already with the group or not.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. I can go ahead and take her.
[CUSTOMER][NEUTRAL] OK. All right. Um, yeah, let me go ahead and transfer her over. I did verify the information. The callback number is the same one in the system, OK?
[AGENT][POSITIVE] All right, got it, thank you.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Ms. [PII] on the line and she's gonna assist you from here. She's in the customer service department.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, um, can you verify while I have you though that the claim went through for myself and just tell me how long those usually take to process. The normal processing time is 7 to 10 business days for any claim, um, and let me check and see if I got one.
[CUSTOMER][POSITIVE] Yes, I do have the one that is under your name. Mhm. OK. All right, thank you. You're welcome. Have a good day bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] Hello, um, I'm this is.
[AGENT][NEUTRAL] Customer service. I was just looking through your policies and I was advised that um two of the three policies should be, should have been issued as a couple coverage. Is that correct?
[CUSTOMER][NEUTRAL] Every, every one of them should be couple. Yes, ma'am. Mhm.
[AGENT][NEUTRAL] Yes, and we only have one in record as a couple. um I was looking through our our files just in case to um make sure that we didn't miss to enroll your husband, um, but I see that you already ported your um.
[AGENT][NEUTRAL] Your policies. Is that correct?
[CUSTOMER][NEGATIVE] No, I didn't. No, that's not correct at all. I'm still working for Louisiana Citizens.
[AGENT][NEUTRAL] OK, because maybe I found um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, uh, the correspondence that I found it was for another policy. I, my apologies for that. um, so you're still with your group, uh, so what I would advise since we don't have any record of an application or anything from you that it could have been an error that on.
[AGENT][NEUTRAL] Our end, um, I will recommend you to reach out to your HR department uh so they can get, um, send us an email um with um the.
[AGENT][NEUTRAL] Coverage should have been issued since the beginning as couple that way we can go ahead and make the changes.
[CUSTOMER][NEUTRAL] OK, I am the HR department for my company.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] I guess how do I fix this? Do I have to get the broker to do it because this wasn't an application it was we did it at open enrollment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, then, yes, sometimes uh the file, it get it it's missed on the file and that's why and um it's like for an example, right now, your husband wasn't enrolled, so it has to be corrected in the file and since we need to keep a record that there was a um
[AGENT][NEUTRAL] A small issue with it. Um, we need it in written through an email. Um, you can include the broker as well. Um, you just let us know, um, through the email that your husband should have been enrolled starting, it was in [PII], yes, [PII] and we since we were, we will go ahead and change all of the um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]. Yeah.
[AGENT][NEUTRAL] The premium, we will be requesting that premium um going far behind.
[CUSTOMER][NEUTRAL] Of course I understand. I think um I think I have to look at my payroll records, but I think I've been um paying the right amount and the company doesn't um pay any anything towards our work site products so um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like I guess we'll just be billed for the additional premium, right? OK, so can you tell me who's the person that I need to address the email and letter to please?
[AGENT][POSITIVE] Yes, yes, that is correct.
[AGENT][NEUTRAL] Um, it can go to the, uh, care team.
[CUSTOMER][NEUTRAL] OK, what's the email address?
[AGENT][NEUTRAL] Um, that will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sure the broker has the address and I probably have it somewhere in my records. um, OK, so just an email I'll include the broker on it, include the policy numbers and just state that they were he was supposed to have been on these policies from the beginning, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right, I appreciate your help, [PII]. Thank you.
[AGENT][POSITIVE] You're very welcome. [PII].
[CUSTOMER][POSITIVE] [PII] to you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.