AccountId: 011433970860
ContactId: 27bf6604-fd4d-4988-aec2-407588ee30e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433609 ms
Total Talk Time (AGENT): 123768 ms
Total Talk Time (CUSTOMER): 202254 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/27bf6604-fd4d-4988-aec2-407588ee30e3_20250203T16:22_UTC.wav
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[AGENT][NEUTRAL] calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing, ma'am? My name is [PII].
[AGENT][POSITIVE] Hey [PII], I'm great, thanks for asking. How are you?
[CUSTOMER][NEUTRAL] I don't know, man. I got off the phone well come from work. I, I've never, I thought I renewed my health insurance with the job and I then, so I'm basically calling trying to see.
[CUSTOMER][NEUTRAL] If I can get it set up or is it too late or do I gotta wait till next year or just find another.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello, is anybody?
[AGENT][NEUTRAL] What's your policy number so I can see for you?
[CUSTOMER][NEUTRAL] Uh, uh, yeah, yeah, hold on, I got you man right now.
[CUSTOMER][NEUTRAL] Um, I'm guessing it would be, you ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 02461477
[AGENT][NEUTRAL] [PII], what's your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] And my first name is [PII] and my last name is [PII], [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my birthday is [PII] non-smoker.
[AGENT][NEUTRAL] That's your mailing address?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] Uh, right, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and your callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah, that's active.
[AGENT][NEUTRAL] And you're calling because you want to reinstate your policy.
[CUSTOMER][NEUTRAL] Yeah, because I didn't know that it, I just come from the dental office and they told me it wasn't active since last year, but that was the time to renew it.
[AGENT][NEUTRAL] Yes, since [PII].
[AGENT][NEUTRAL] Of [PII], since [PII].
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] Yeah, right, right.
[CUSTOMER][NEUTRAL] OK, what year is this?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I need to reinstate the uh dental vision and medical.
[AGENT][NEUTRAL] It's been terminated for 10 months. I'm not sure you but you have to contact Cobra in regards to this, but hold one moment. Let me get some, let me ask questions with customer service because this is the claims department. May I place you on a brief hold?
[CUSTOMER][NEGATIVE] Yeah, but I don't want you, I mean, I don't want you to run around and go your way if, if, if, if there's, if there's gonna be any, uh, extra work on your part like.
[AGENT][NEUTRAL] Now I just need to find out who can assist you because it's not me that can assist you. I just verify benefits and give claim status.
[CUSTOMER][NEUTRAL] I'm just kinda
[CUSTOMER][POSITIVE] Oh, I appreciate it, ma'am very much. I thank you. Yeah, you put me on hold. Go ahead. What you gotta do. I appreciate it.
[AGENT][POSITIVE] Thank you. Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling the ATO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], how are you doing?
[CUSTOMER][NEUTRAL] I'm fine. Is this Miss [PII]?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] Hey, darling, how are you?
[AGENT][NEUTRAL] I'm good, thank you for asking, Ms. [PII]. I have an insured on the online. He's calling about his policy that's been terminated since [PII].
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] And he wanted to verify how can he reinstate the policy.
[CUSTOMER][NEUTRAL] Oh man
[CUSTOMER][NEUTRAL] OK, what's that number, [PII]?
[AGENT][NEUTRAL] It's 2461476.
[CUSTOMER][NEUTRAL] All right, let me get that pulled up.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] 2461476.
[CUSTOMER][NEUTRAL] OK, is this for [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, he's with Vic. He's gonna have to get their benefits in the card.
[AGENT][NEUTRAL] OK, so I gave them the.
[CUSTOMER][POSITIVE] They do, yeah, just send him the benefits on the card, honey. They're they do, they handle everything.
[AGENT][POSITIVE] Alright, so I'll let him know. Thank you, Ms. [PII]. You have a good one.
[CUSTOMER][NEUTRAL] You, you have that number you tell, do you have that number?
[AGENT][NEUTRAL] Um, I think, hold on, let me verify.
[AGENT][NEUTRAL] I think it's the, the one where you call to verify the benefits, I mean the dental um provider or no?
[CUSTOMER][NEUTRAL] I've got it 1-800-497.
[CUSTOMER][NEUTRAL] 4856.
[AGENT][NEUTRAL] 1800487 or 497.
[CUSTOMER][NEUTRAL] I'm sorry, 1-800497.
[CUSTOMER][NEUTRAL] 485 6 um.
[CUSTOMER][NEUTRAL] It's just report transfer or make plans. I was just looking to see if it there's so much information all over the place. I just got this number from, from, from Guru. That's where I send them to right there.
[AGENT][POSITIVE] OK, so I'll let him know. Thank you, [PII].
[CUSTOMER][POSITIVE] OK, dear. All right, thank you, [PII]. Have a good day, honey.
[AGENT][POSITIVE] You do the same thank you bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thanks for calling Benefits in the Card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello, [PII]. My name is [PII]. I'm an agent at American Public Life. I have [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] [PII] on the phone. Mc[PII] on the phone who's calling in regards to his policy. So I'm gonna transfer him over to you so you can better assist him because he wants to reinstate his policy. [PII], thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][POSITIVE] Thanks, goodbye.