AccountId: 011433970860
ContactId: 3ef5c514-a734-47bc-ab10-98cb631cc437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239139 ms
Total Talk Time (AGENT): 106739 ms
Total Talk Time (CUSTOMER): 94041 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/3ef5c514-a734-47bc-ab10-98cb631cc437_20250220T21:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hello, [PII]. I have my, um, my policy number and group ID and I'm just trying to verify, um,
[CUSTOMER][NEUTRAL] My eligibility.
[AGENT][NEUTRAL] OK, as in like if your policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check for you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's 024776999.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII] and the email address is [PII] and mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. Um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Um, so, now, the company that I was working for is Oxford Consulting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the contract I was on ended uh [PII], so I know that the um.
[CUSTOMER][NEUTRAL] Benefits will expire usually it's in 30 days, but I wanted to check and see if that information is correct.
[AGENT][NEUTRAL] Um, to see when the policy terminates or like are you wanting to keep the policy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, to see when it would terminate.
[AGENT][NEUTRAL] OK, um, so it's paid up until [PII]. So, um, it's still listed as active in the system right now though, but that's the pay to date, uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then so that's paid up too so then the next payment would be due what? March?
[AGENT][NEUTRAL] So let me see how you pay. Hold on one second.
[AGENT][NEUTRAL] So through your employer, it's weekly?
[AGENT][NEUTRAL] The payroll deduction is weekly, so let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment when the last payment was?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Unless there's a, so it's waiting for a payment now, um, unless there's a payment that comes in, like if you have one more check, I don't know, um, depending on how your checks are, you know, your days, um, if there's one more check or so for [PII] the [PII], then, um, once it's deducted, that's the next week that it will cover.
[AGENT][NEUTRAL] If it is deducted, but that depends on your payroll deduction. I don't know when they put to stop it. Your employer um does the payroll deduction and then they pay us once it's taken out the payroll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Understood. OK, well thank you so much. I appreciate your time.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's gonna do it.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Sure. OK, bye now.