AccountId: 011433970860
ContactId: 05f0d5e0-3e41-48bd-b993-8de0d44ab351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568599 ms
Total Talk Time (AGENT): 181680 ms
Total Talk Time (CUSTOMER): 203897 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/05f0d5e0-3e41-48bd-b993-8de0d44ab351_20250613T22:00_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], my name is [PII]. I was calling to verify, are we supposed to get medical insurance cards or just the dental insurance card?
[AGENT][NEUTRAL] Um, let me check based off of your policy. Um, what's a good number in case we get disconnected?
[CUSTOMER][NEUTRAL] 512
[CUSTOMER][NEUTRAL] 939
[CUSTOMER][NEUTRAL] 1716
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For the medical I'm not sure the one on this card that I.
[AGENT][NEUTRAL] I can look it up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I was gonna say I can look it up um if you have your dental card and it has the policy on it, I can look up, I can look up all of the policies that you have. I just need one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so the one on here is 026.
[CUSTOMER][NEUTRAL] 19753
[AGENT][NEUTRAL] Alright, give me just a moment to pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Edge me to try.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that for me. Uh, let me check and see.
[AGENT][NEUTRAL] Right, if you have a pen and paper, I can give you your um hospital indemn your hospital indemnity policy number too if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I find something to write on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you find me a piece of paper right quick baby? Oh, you know what, I use your cabinet right here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Who's is all right.
[CUSTOMER][NEUTRAL] Wait, you said the hospital indemnity?
[AGENT][NEUTRAL] Yes, the two policies you have with us are hospital indemnity and dental.
[CUSTOMER][NEUTRAL] So I don't have anything that will cover prescription costs.
[AGENT][NEUTRAL] Uh, let me see if your hospital indemnity policy covers that. And for those, you won't get a, oh, go ahead.
[CUSTOMER][NEUTRAL] Because they
[CUSTOMER][NEUTRAL] Uh, uh, I was gonna say cause they told me that it would cover everything because that was the main thing I wanted was prescription coverage.
[AGENT][NEGATIVE] You don't have prescription coverage on this policy. Now, that doesn't mean that you don't have it um on your card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have anything that says um.
[AGENT][NEUTRAL] Lucy RX or uh Farmavale on there?
[CUSTOMER][NEUTRAL] What you screaming
[CUSTOMER][NEUTRAL] No, cause this just says group voluntary dental.
[AGENT][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] And that's the only card that I have.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] The mom said mine for like.
[AGENT][NEUTRAL] So if you need to check to see if you have prescriptions, um, I have the number for Lucy RX that will be able to tell if you have a prescription coverage through them. It might just be it's a separate part of the policy that you pay for, um, but I'm not able to see prescriptions. So if you want, I can give you that number and you can check and see if they, if they have that part of your policy, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] It's 1800.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 933.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 37
[AGENT][NEUTRAL] 34
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me go ahead and give you your hospital indemnity policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's 0, it's 02.
[AGENT][NEUTRAL] 63
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 84
[AGENT][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um you can go ahead and cancel the dental coverage as well.
[AGENT][NEUTRAL] You want your dental coverage to, you don't want it anymore?
[CUSTOMER][NEUTRAL] No, I, I'm pro and I'm probably gonna call you back to cancel the other one too because I'm actually gonna be starting a new job here soon so I'm not gonna actually need the coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me go ahead and transfer you um while we're on the phone uh you should be able to make a cancellation you'll have to do that through benefits and a card, so let me go ahead and call them so we can transfer you over to them and they'll be the ones who will cancel your coverage, OK? Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, thank you.
[CUSTOMER][NEUTRAL] I will let you talk to the person that you need to talk to.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have uh an insured on the line who is wanting to uh have a future cancellation of her uh policy. Uh, do you need her policy number before I transfer her over to you?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh, what's the last four of her social?
[AGENT][NEUTRAL] Oh, let me go back to it.
[AGENT][NEUTRAL] It looks like it is [PII] [PII].
[CUSTOMER][NEUTRAL] And what is, uh, do you have the name of her employer?
[AGENT][NEUTRAL] Yeah let me look.
[AGENT][NEUTRAL] Uh, it's Lingo Staffing Incorporated.
[CUSTOMER][NEUTRAL] OK. And then um let's see, date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and she's wanting to cancel coverage?
[AGENT][NEUTRAL] Uh, yes, I believe she wants to in the future, um, but I have her on the line ready to transfer to you whenever you're ready.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't have the exact date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, yeah, we can't do future cancellations, but I can speak with her.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Alright, [PII], I have benefits and a card on the line that can help talk you through your coverage, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hello, how are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Good good.
[CUSTOMER][NEUTRAL] Hey, so you're wanting to cancel enrollment, is that correct? Yes, for the dental.
[CUSTOMER][NEUTRAL] OK, um, now the representative over at APL said you're wanting to cancel that for the future or or you just wanting to go ahead and cancel it?
[CUSTOMER][NEGATIVE] I wanna cancel it completely because um I'll be starting a new job so I have different benefits so I just wanna go ahead and cancel it.
[CUSTOMER][NEUTRAL] OK, do you also want to cancel the classic elite that you have?
[CUSTOMER][NEUTRAL] OK, so what does that