AccountId: 011433970860
ContactId: 13f13b2a-48d4-418e-9229-96b85c0c452a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248050 ms
Total Talk Time (AGENT): 111438 ms
Total Talk Time (CUSTOMER): 70637 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/13f13b2a-48d4-418e-9229-96b85c0c452a_20250228T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm gonna want to check the status of my benefits.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For my um
[CUSTOMER][NEUTRAL] Activation standards. Am I active or not? That's what I mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you happen to have a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 50384
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing with this dental policy, you've been affected since [PII] and that the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's a, it's a group policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I want to know that I can continue to make payments on the policy.
[AGENT][NEUTRAL] Um, let me check who you have to speak with that because uh you talking about, are you still with the group or you're no longer with them?
[CUSTOMER][POSITIVE] I'm still with them right now, but I'm getting ready to go.
[AGENT][NEUTRAL] OK. Uh, let me see. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, you have to contact Benefits in a card, um, and they'll be able to verify if you're able to port the policy or, um,
[AGENT][NEUTRAL] Cobra, um, but they'll be able to verify that with you. Um, do you want their phone number or I can transfer you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Or both.
[CUSTOMER][NEUTRAL] You say cobra?
[AGENT][NEUTRAL] Or they can verify that with you if you can get on COR or if you can port the policy, um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Like keep the policy and pay on your own, they can verify that with you.
[CUSTOMER][NEUTRAL] OK, OK, um, what is that phone number?
[AGENT][NEUTRAL] Uh, their phone number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and what information do I need to give them when I call?
[AGENT][NEUTRAL] Uh, more than likely they'll just ask for your name and probably last four digits of your social to pull you up, and they, and you can ask them, uh, is there any way to keep the policy since you will be leaving the group and they can verify on if you can or how to.
[CUSTOMER][POSITIVE] Oh OK OK I got you I got you.
[CUSTOMER][POSITIVE] Well, thank you for your information.
[AGENT][POSITIVE] Oh, you're welcome. Well, uh, you have a great day, Mr. [PII], and great weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] But as of right now, right now I'm still good. Right now I'm still good, uh, so I can.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can use it before I go.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. All right, well, thank you.
[AGENT][POSITIVE] Oh you're welcome. You have a great day.
[CUSTOMER][POSITIVE] All right, you too. Have a good weekend.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Alright.