AccountId: 011433970860
ContactId: 485e0949-1cf7-4924-a64a-0964b912cb6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269470 ms
Total Talk Time (AGENT): 81637 ms
Total Talk Time (CUSTOMER): 73983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/485e0949-1cf7-4924-a64a-0964b912cb6c_20250115T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I don't know if I have the right extension or not, um, but my husband had, um, our family had insurance through you guys, um, while he was working for a temp agency and now he's been hired on permanently, and I'm trying to find out the end date of our insurance with you guys.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, um, do you have a policy number perhaps maybe?
[CUSTOMER][NEUTRAL] Yep, so the policy certificate number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 02520562.
[AGENT][NEUTRAL] have
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] OK, and may I have your name and date of birth?
[CUSTOMER][NEUTRAL] So I'm [PII], [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was through my husband [PII].
[AGENT][NEUTRAL] OK, and what is his date of birth?
[CUSTOMER][NEUTRAL] He is [PII].
[AGENT][NEUTRAL] OK, verify your mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And your callback number if we're disconnected during this call, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much, and you're calling to check to see when the policy ended. OK, give me one moment. I can check for eligibility for you. One moment.
[CUSTOMER][NEUTRAL] And then, yep, mhm.
[AGENT][NEUTRAL] The policy currently shows that it is active with us.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] But he was not, we're not still paying for it. Like his employment ended with the um
[CUSTOMER][NEUTRAL] With the staffing company, so how do we ensure that that's ended because he's been offered benefits through his new company.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] Of Spain.
[AGENT][NEUTRAL] OK, may I place you on a brief hold please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you so much for your patience. Let me provide you a number for benefits on the card, excuse me, the administrator for the plan [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 8334296
[AGENT][NEUTRAL] 96, yes.
[CUSTOMER][NEUTRAL] And that's their benefits in the card that's who I'm calling?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That's who you will be calling, yes, um, give me one second to look at something else.
[AGENT][NEUTRAL] Yes, if you like, I can try well, actually your husband may have to give them a call since he is the policy holder, but yes, that is the number that you will call.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome thank you have a good day take care.
[CUSTOMER][NEUTRAL] Bye.