AccountId: 011433970860
ContactId: f9979362-cfd1-4095-a28a-6144de070eba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371459 ms
Total Talk Time (AGENT): 202063 ms
Total Talk Time (CUSTOMER): 137204 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f9979362-cfd1-4095-a28a-6144de070eba_20250204T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to see the type of policy that I have.
[AGENT][NEUTRAL] OK, yeah, I can see what kind of policy you've got with us um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, 409.
[CUSTOMER][NEUTRAL] 951.
[CUSTOMER][NEUTRAL] 93997
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] I have two of them, I believe. Um 001211.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 193.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Yes, uh, and [PII].
[AGENT][POSITIVE] All righty. Thank
[CUSTOMER][NEUTRAL] That email address I need to update if possible.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can definitely get that changed. Um, what would you like that email to be?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will get that changed. Alrighty, and I appreciate you verifying that information, [PII]. So, you currently at the moment do not have any active policies with us. Uh, the policy number that you gave me was for a cancer policy. You did previously have a limited indemnity uh medical plan. Uh, both of those policies terminated [PII] of last year, [PII].
[CUSTOMER][NEUTRAL] OK, can you, so the cancer one?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] September, say the date again?
[AGENT][NEUTRAL] It terminated [PII].
[CUSTOMER][NEUTRAL] OK, does it have a reason why?
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] It looks like it was through the group or through your employer rather.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That they terminated the pol that they terminated it so they might not have coverage with us anymore it's possible you might have other coverages um they might have just switched to a different carrier so I would get with your um HR department and see who those current options are that you've got.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, cancel policy and which, which other one canceled?
[AGENT][NEUTRAL] The other one, yes, so it's called a hospital indemnity plan, but it is essentially a limited indemnity medical plan. Um, so that one was the same as this one. It did terminate [PII]. And I can verify, I imagine it's the same situation, but I can just double check that. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and just, just to make sure I'm asking the HR department, uh, what's the exact question am I asking them?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I would ask um just strictly about benefit information health benefit information um and then who that's going to be through.
[AGENT][NEUTRAL] So for your actual medical plan and then any sort of supplemental medical as well or supplemental as well. So supplemental would be considered like cancer, accident policies, critical illness, things like that. Um, if your employer offers that, see who that's through.
[CUSTOMER][NEUTRAL] OK, seem like we would have received the policy or something for that, you know, um, now the other, the other one is that the 01381644.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh, give me just a moment, let me get back there.
[CUSTOMER][NEUTRAL] OK, cause I, I still, I'm calling you guys like.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 0138644. That plan terminated in [PII]. That was a secondary medical policy.
[CUSTOMER][NEUTRAL] Secondary medical and you said when did it cancel?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] I wanna go check my pay stubs and see if I still been paying. Is there a way to see if I still been paying for this stuff?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We've not received anything since like last was uh [PII] at least on our end we've not been receiving that that's not to say you might still be getting something taken out of your check so I would absolutely see what's going on with that if you have, you know, of course, where is it going um it's possible you've got newer coverage through different providers, um, so I would definitely be with your HR as soon as you can.
[CUSTOMER][NEUTRAL] OK, check to see if you're taking out a check that canceled. I'm just making notes because I know once I get off the phone with you, it's like we didn't talk, um, my memory, my memory.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] Yeah, OK, OK, well, that's what I was checking for to see about all of those wonderful things. OK, thank you, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, do you have any other questions for me?
[CUSTOMER][NEUTRAL] No, that's it. Just checking on those policies.
[AGENT][POSITIVE] All right. Yes, ma'am. All right, well let us know if you have any other questions and I hope you have a great rest of your day. Thanks for giving us a call.
[CUSTOMER][NEUTRAL] You too. Uh-huh, bye-bye.
[AGENT][POSITIVE] Thank you.