AccountId: 011433970860
ContactId: 4bae85db-b450-4676-bcc3-25f1acbabc85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719080 ms
Total Talk Time (AGENT): 175675 ms
Total Talk Time (CUSTOMER): 127366 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4bae85db-b450-4676-bcc3-25f1acbabc85_20250203T14:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, um, I was calling to see if I could get my um.
[CUSTOMER][NEUTRAL] I didn't receive my insurance card in the mail yet and I was calling to see if I can get the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, I can assist you with that information. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] The spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment, let me see if I can find you.
[AGENT][NEUTRAL] All right. And for security, may I have your um your date of birth, the email address, and the mailing address on file.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII]. My email address is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Sometimes I'll be to get in school.
[AGENT][NEUTRAL] It's OK. All right, and I see you have your, uh, disability policy. Is that the one you need, right?
[CUSTOMER][NEUTRAL] Um, no, I need the dental and uh.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] Let me check and see um if I can view those. Uh when did you register for the dental and medical?
[CUSTOMER][NEUTRAL] Um, on the [PII].
[CUSTOMER][NEUTRAL] Of January.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. And they told me that it would be affected on the [PII].
[AGENT][NEUTRAL] OK, um, let me check what we have on our end because I only see the disability. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you for calling PL. This is hello.
[AGENT][NEUTRAL] Hello? Oh.
[CUSTOMER][NEUTRAL] Yes, hello, this is [PII].
[AGENT][NEGATIVE] Hi, [PII], you're breaking up. This is so. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Um, I'm good, I'm good. Yeah, I don't know why, but it's coming in and out. Um, but I have a question. Um, I have a, uh, member, an insured. She's calling to check on her dental ID card. Um, I pulled a group, but I don't see any dental there. I don't know if, if we're still waiting to upload it or to create it. Can you check and see if this group should have dental?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, yes, I can. What is the group number?
[AGENT][POSITIVE] OK, good
[AGENT][NEUTRAL] It's 14941.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 14941.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is it Gulf Coast LTC?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I only see accident, um, cancer, intensive care, and short-term disability. I don't see any dental.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let's see to the group notes.
[AGENT][NEUTRAL] OK. OK. All right.
[CUSTOMER][NEUTRAL] Mm, you know, short term disability only. It probably is with another provider.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's what I'm thinking too because she called to get her card and I'm like, well, let me check and see if this group has that and since this is fairly new group, I was like maybe, but no, OK, alright, thank you. I'll let her know that he's not with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Miss [PII]. All right, so I checked uh with customer service to see if the group uh carries the dental with us, but they don't. So you may need to contact the HR department and see who is handling their dental, um, but it's not, we don't have anybody with dental in that group.
[CUSTOMER][NEUTRAL] So do y'all have the vision part?
[AGENT][NEUTRAL] No, we don't have vision or dental for this group.
[CUSTOMER][NEUTRAL] Oh, so who do I, do you have the number that I need to contact to where they have that? I mean, I don't, I don't understand like how y'all got the short term disability but you don't have like the other insurance part.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, uh, usually whenever it's an employer, they, they can get more than one company working on insurance and in this case we got disability and cancer and other type of uh products, but we do not have um the dental or the vision.
[CUSTOMER][NEUTRAL] OK, so you don't know the number to contact the whatever other company it is.
[AGENT][NEUTRAL] No, unfortunately uh we have the contact person for our group but it's it's not, it's probably not gonna be the same person so the best thing is to contact um HR and see who handles that part of it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] What I