AccountId: 011433970860
ContactId: 4a1a97d5-0207-4ca8-abae-17ee28a6102d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 604679 ms
Total Talk Time (AGENT): 288907 ms
Total Talk Time (CUSTOMER): 161603 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4a1a97d5-0207-4ca8-abae-17ee28a6102d_20250317T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[CUSTOMER][NEUTRAL] I'm OK, thank you for asking. Um, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, I'm trying to figure something out. I got a letter and it's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says that our records indicate that premium.
[CUSTOMER][NEGATIVE] For this service was not paid, uh, received, therefore benefits are not payable. Um, this premium is being paid through Coro contact. Well, I was contacting y'all to see how much my premium is.
[AGENT][NEUTRAL] OK, Mrs. [PII], I can help verify what your premium is and why you're receiving that letter. Um, but before we proceed, is it possible to get a callback number in the event that we're disconnected, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And do you have to have your policy number by chance?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it on this letter.
[CUSTOMER][NEUTRAL] Uh, give me just a sec.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] See if I can find it for you.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I can do a name search and social search if that would work better, Mr. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am, that'd be fine. Thanks, please.
[AGENT][NEUTRAL] All right, so your last name is [PII] and what was your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell it for me, Mr. [PII], your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state do you currently live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Alright, give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I believe I've located your information. Mr. [PII], can you verify a couple of things for me though, just to make sure this is your policy. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and that's what we.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And that is what we have on file and I'm showing we also have an email address. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is what we have on file. Thank you for that. So, I'm showing um that you have a dental policy with us, but it looks like you had a hospital indemnity and a group accident, but they have not been in force since [PII]. Um, was it dental services that were submitted or was it medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. So that's why you're receiving that information is because the medical policy hasn't been active with us in quite some time. Um, you may have something different through benefits and a card. I can give you their number, um, but also to answer your question, your premium for your medical was 1568 biweekly.
[CUSTOMER][NEUTRAL] $15.68.
[AGENT][NEUTRAL] Yes, sir. And that was biweekly. Um, again, you do have a dental policy with us too, and it's active and current, but you just don't have a medical with us. If you think you've got medical, I can give you the number to the agent's office and they can help you, um, see if you did get medical, if it was something with a different company.
[CUSTOMER][NEUTRAL] Uh, I'm supposed to have medical, supposed to have medical, dental and vision.
[AGENT][NEUTRAL] OK, in which we don't sponsor Vision Insurance, that is a different company. Benefits in a card is a third party agent's office that handles um different products for different companies. So you might have medical, it's just with a different company. I can give you their number and transfer you as well if you'd like.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, would you transfer me, please? And well, I'll take the number as well. Let me, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, take, take your time. Yes, sir.
[CUSTOMER][POSITIVE] Let me find something right with right way please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] Great, pretty pain but it don't write.
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] Take your time. No problem.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] There's some somewhere around here. We have grandkids. I just have to locate one.
[AGENT][NEUTRAL] It's usually when you need one, you can't find one. I don't know what it is about pants, but when you need them, they are not around.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] All right, I'll take this, uh, I have a, a mini marker we'll use that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. So, are you ready, mister?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so the number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Give me another minute. This thing is not working. I wanna work. Wow.
[AGENT][POSITIVE] OK. Take your time. No problem, Mr. [PII].
[CUSTOMER][NEUTRAL] This is crazy.
[CUSTOMER][NEGATIVE] Find what you're looking for and it still don't work.
[AGENT][NEUTRAL] It happens.
[CUSTOMER][NEUTRAL] A little further.
[CUSTOMER][NEUTRAL] Not really a whole lot of pins here, so I wonder.
[CUSTOMER][NEUTRAL] What they do at school.
[CUSTOMER][NEUTRAL] Do I have any pencils or pens at home.
[CUSTOMER][POSITIVE] Good grief. I think everything is on a computer now.
[AGENT][NEUTRAL] They, um, my son nowadays is telling me.
[AGENT][NEGATIVE] Right. That's what my son was telling me this morning. It's unnecessary to even buy any school supplies cause they give, give them tablets and everything's done on the tablet. It just doesn't make sense.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] All right, so that that number again is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 497
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] I have 4804974856.
[AGENT][NEUTRAL] Yes, sir, that is correct. And I'm still gonna transfer you for further assistance, and I will make sure I get someone before I release you. Um, but again, you do have an active dental policy. It's paid current, and they should be able to provide you the further details on the medical. And what you may have to do is just transfer all those claims to that company and you should be good from there. Is there anything else I can help you with before you go, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that'll be all. I appreciate your time and patience.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. It's been a pleasure speaking to you and thank you for calling APL. You have a wonderful day and hold, please.
[CUSTOMER][NEUTRAL] Same here.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Be safe.
[AGENT][POSITIVE] You too, thanks. Hold please.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got an insured on the back line that's inquiring about, you should have a medical policy, but we only are showing dental in our system. It's a Mr. [PII].
[CUSTOMER][NEUTRAL] OK, um, do you know the name of his employer?
[AGENT][NEUTRAL] I do, give me just a second.
[AGENT][NEUTRAL] Looks like he's with MAU.
[AGENT][NEUTRAL] Management analysis.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Got you. And the last four of his social?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is uh date of birth [PII].
[AGENT][NEUTRAL] Let me just, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he does have medical but it's not through you guys. Looks like it's through, uh, 90 Degree.
[AGENT][NEUTRAL] I told him that might, yeah, I told him that might be the case, but I said to make sure, let's get you the benefits in a card and they'll be able to provide you with the details. He submitted some claims to us and of course, we denied them because of no active medical. So, um, that's kind of why he got us to begin with.
[CUSTOMER][NEUTRAL] OK, do you want me to speak to the member?
[AGENT][NEUTRAL] Like
[AGENT][POSITIVE] Yes, please. um I verified everything and I'm gonna add him on now. Thank you for your help.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[AGENT][POSITIVE] You too. Thanks. Bye.