AccountId: 011433970860
ContactId: fde8a3b1-8a01-4a1c-bc33-86d7b9ca9bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480570 ms
Total Talk Time (AGENT): 236478 ms
Total Talk Time (CUSTOMER): 136008 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/fde8a3b1-8a01-4a1c-bc33-86d7b9ca9bc2_20250303T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and uh I'm calling about um my policy, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Um, it's 832.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And give me 1 2nd to get that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need the group number or?
[AGENT][NEUTRAL] It should say um policy certification number. It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] No, this is for APL medical insurance.
[AGENT][NEUTRAL] Mhm. On your card, does it say in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Um, it says member number, it says group name, group number, group affiliate.
[AGENT][NEUTRAL] Hm, I can, let me try the group number. I can look you up to the group.
[CUSTOMER][NEUTRAL] It's APL.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 000.
[AGENT][NEUTRAL] Hm. What's your first name? I'm sorry?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm gonna look it up with the name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And then last name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], hold on, [PII] OK, hold on one second.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm just waiting for the policies to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I believe I just found it. I'm waiting for it to pop.
[AGENT][NEUTRAL] OK, so I found the um policy. May I have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, this is it. And what's your relation to the patient?
[CUSTOMER][NEUTRAL] Just both.
[AGENT][NEUTRAL] OK. Is Mr. [PII] available just for me to get authorization to speak with you and then I can have the whole call with you?
[CUSTOMER][POSITIVE] Yeah, he's right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm fine and you?
[AGENT][NEUTRAL] I'm doing good. I just need you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and then your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And do I have permission to speak with Mrs. [PII] on this call?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, that's all I needed. Have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hello?
[AGENT][NEUTRAL] Hi, Mrs. [PII], and how may I help you today with your um with the policy?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, I was calling to see if he has, um, short term or long term disability on this.
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] OK, um, so now on this policy, this policy is medical only. He also has dental with us.
[AGENT][NEUTRAL] Now, that's not to say that he doesn't have short term or long term, it it it's just not through us. Now, if the, if the job does offer short term or, you know, long, well, short term would be through us. If it's long term, it might be another provider, but um I would just reach out to the benefits department and see if he can still enroll and then they'll just send it over to us in writing and we'll go ahead and um create the policy for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh. OK, and, and you're saying that you don't see that he's enrolled in short term disability?
[AGENT][NEUTRAL] No, ma'am, not with APL, just the medical and the dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Oh, wait, wait, wait, wait. Hold on one second. How does it work? I've been out, so will it kick in now? He, um, he wants to know how will it work if he was to enroll with you guys? Will it kick in right now since he's been out of work for like 2 weeks or?
[AGENT][NEUTRAL] You're welcome. Was there anything? OK. Mhm. OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is there a time frame when it kicks in?
[AGENT][NEUTRAL] Well, so it depends. If this is something to where like he was supposed to be signed up for it already, they just didn't send it to us, then they'll probably tell us to put it back to the date because these other ones have been active since [PII]. So if he was supposed to have short-term disability, they'll probably tell us to make the effective date the other ones too.
[CUSTOMER][NEUTRAL] I thought he said.
[CUSTOMER][NEUTRAL] He said he thought he did.
[AGENT][NEUTRAL] Oh yeah, well then check with, check with your benefits department. If if it was supposed to be sent over to us and they didn't, we can go ahead and enroll you and it'll probably be effective [PII] like your other policies. If not, we'll go ahead and create it and then it'll just be from
[AGENT][NEUTRAL] Whatever day they send it to us on, um.
[AGENT][NEUTRAL] But you can still file, well, then that would depend.
[AGENT][NEUTRAL] See, OK, so I would say to check with benefits first. The reason I'm hesitating is because if it's something to where it was supposed to be already, then he could just, you know, say I had coverage. I just didn't, y'all didn't send it over to us. So, or you didn't send it over to the insurance company and in that case, it could, he could still be covered. But if it's something to where this is a new policy, then it could go into, well, the policy wasn't active when he
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] was first on disability.
[CUSTOMER][NEUTRAL] I will. OK.
[CUSTOMER][NEUTRAL] OK. Well, we'll reach out to them.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be it. Is the benefits the short term disability through you guys or some another company?
[AGENT][NEUTRAL] Well, see, so we do have short-term disability. I don't know if your company uses us or another company. That's why I'm saying to check with them because if they do use us, they can go ahead and get you enrolled. But if it's another company.
[CUSTOMER][NEUTRAL] I'm an [PII] is an outside company, that's why I use them. He said he's an 18 wheeler, this was the outside company and that's why he signed up with you guys.
[AGENT][NEUTRAL] Right, but we're, but we work with universal trucking. So some, yes, some of our universal trucking do have short-term disability. I it's so many of them and they get to choose what they want from us. So I don't want to say yes and then this is one that doesn't have it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because there's a lot of universal trucking.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you all have a great week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.