AccountId: 011433970860
ContactId: 30f4d7b5-3fa3-4547-afac-a0aaaaae80cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299859 ms
Total Talk Time (AGENT): 122520 ms
Total Talk Time (CUSTOMER): 144868 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/30f4d7b5-3fa3-4547-afac-a0aaaaae80cb_20250603T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. This is [PII]. I'm calling um in reference to um uh uh denied benefits um uh back uh a couple of months ago. Uh, I changed it and they told me I, I couldn't drop the, uh, the medical, um, being that I couldn't, uh, tell them that I was hired in and actually have uh insurance now.
[CUSTOMER][NEUTRAL] But um we had insurance uh as of yesterday, so um I just wanted to make sure they cancel that immediately and I'm not charged out of my check in a week.
[AGENT][NEUTRAL] OK, just so that I understand, [PII], um, you should not have an active policy with us, correct? And we just need to verify that?
[CUSTOMER][NEGATIVE] Yes, everything should be canceled now, um, because I've, I've been hired in. Um, I got my offer letter last week, uh, benefits started immediately. And when I talked to the guy, the last time I did call in, he told me that I wasn't able to drop that until I was um able to show that I'm hired in. So I didn't know how I need to do that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, we'll, we'll get that pulled up and take a look, um, and then, uh, if it's through, um, a specific company or group, um, you know, we'll.
[CUSTOMER][NEUTRAL] M A U
[AGENT][NEUTRAL] OK, OK, we'll get it pulled up and just verify all of that, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] And I came in through [PII] and I'm now in with 4 Corner.
[AGENT][NEUTRAL] OK, thank you. Do you have that?
[AGENT][NEUTRAL] OK, um, do you have that policy number by chance?
[CUSTOMER][NEUTRAL] Um, hold on one sec.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, I have, uh, medical, um, benefits, uh, it's.
[CUSTOMER][NEUTRAL] IMA 943 7
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, um, you said that was through IMA?
[CUSTOMER][NEUTRAL] Um, I guess so.
[AGENT][NEUTRAL] OK, so, um, does the member ID or the certain number, does it begin with the letter D?
[CUSTOMER][NEUTRAL] I should.
[CUSTOMER][NEUTRAL] Um, BIN VIN number. 2.
[AGENT][NEUTRAL] OK, no, OK, that's not gonna be anything through us, um, let's see, this might be easier, um, I can search just using your social.
[CUSTOMER][POSITIVE] OK, it's [PII]. And he loves playing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] That's not actually he get told that you really know what she want.
[CUSTOMER][NEUTRAL] He's one right now so I ain't about to push him.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He did all the all the basketball.
[AGENT][NEUTRAL] There we are, um, so [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] And now.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. Uh, let's look at the Yahoo account.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Awesome, thank you for verifying all of that. OK, excuse me, so I am showing that you still currently have two active policies with us your, uh, accident policy and your, uh, medical, the limited indemnity plan. So what we can do, as this is through, um, benefits and a card, I will transfer you to them. I can give you their phone number as well if you'd like that, um, but they would be the ones to make sure that this policy gets canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] All right, give me just a moment, let me get that pulled up.
[CUSTOMER][NEGATIVE] That's the problem.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Uh, no, actually I really don't have time to talk to him, um, so I can just give him a call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I understand. All [PII]. Well, I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Alright, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.