AccountId: 011433970860
ContactId: 2e031dd1-7b87-4ad2-811e-9f88305043e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331540 ms
Total Talk Time (AGENT): 107202 ms
Total Talk Time (CUSTOMER): 97618 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/2e031dd1-7b87-4ad2-811e-9f88305043e9_20250103T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, uh, my name is, uh, [PII]. I just received, uh, the APL.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] I guess the information they told me once I receive it, don't hesitate to call this number.
[AGENT][NEUTRAL] OK, uh, what information is that?
[CUSTOMER][NEUTRAL] It's uh it's a megaphor Staffing group incorporated and got an inshore name which is me published individual, then it got the policy certification number and all that stuff, limited benefits hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just wanted to make sure your policy is getting active.
[CUSTOMER][NEUTRAL] Yes, but um.
[CUSTOMER][NEUTRAL] Do, my question is, do I get one of these to my wife? Cause I see it say individual when I put cover both my wife and her.
[CUSTOMER][NEUTRAL] me and my wife
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we need to verify and make sure that your stuff is covered. OK, give me just a moment, we'll take a look at that. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, and really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, the policy number is 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 039 8
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] All right. [PII], just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Last thing I need is the email address that we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all that information, [PII]. Give me one moment, um, if you don't mind, I'm gonna put you on a brief hold and reach out to our customer service department, um, just to make sure that all of that is good to go.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. [PII], sorry about that. Wait, are you still with me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I am showing uh only you on this policy. So and I don't see any record of anyone being added, so if that was a mistake, I can give you the number uh for benefits and a card and I can transfer you to them as well. They're the ones who handle this policy.
[CUSTOMER][NEUTRAL] OK, so they gave me the paper to fill out and uh I have my wife to fill out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] They like the part too because it it it was it was issuing both of us.
[AGENT][NEUTRAL] OK, yes, so from what I see it is just showing individual. I don't see any other covered numbers.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and I can transfer you to them, but I'm gonna go ahead and give you the number as well just in case there's a disconnect so let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] OK, it is 1-800.
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] 4856, got it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, just gonna put you on a brief hold while I get them on the line for you. Thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright you have a blessing too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Welcome to Bene