AccountId: 011433970860
ContactId: 4df60c18-70e3-4ce6-b943-4a2c69ca29aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470959 ms
Total Talk Time (AGENT): 124861 ms
Total Talk Time (CUSTOMER): 118268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4df60c18-70e3-4ce6-b943-4a2c69ca29aa_20250210T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm looking to, uh, re-enroll in, uh, my benefits.
[CUSTOMER][NEUTRAL] To make sure I don't lose them um on the [PII] or whatever it is.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII], yup.
[AGENT][NEUTRAL] OK, [PII]. OK. What's your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, let me find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry, I'm having trouble finding it.
[AGENT][NEUTRAL] Can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number I'm after in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] So I'm showing a dental policy, a group term life policy, and an accident policy for you.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] So which policy are you talking about all three?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And when you, when you say you wanna make sure that they.
[AGENT][NEUTRAL] That they don't, um, term, what do you mean by that?
[CUSTOMER][NEUTRAL] I got a um call saying that I needed to
[CUSTOMER][NEGATIVE] Uh, re-enroll in the benefits, um, or I would lose access to them.
[AGENT][NEUTRAL] And who who called you?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Who, who, who, who called you? Who did you receive a call from?
[CUSTOMER][NEUTRAL] Um, my workplace.
[AGENT][NEUTRAL] OK, so then you would need to contact your employer.
[AGENT][NEUTRAL] Let me see, because it's a this is a group policy is it uh focused workforce management?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you would need to call Focus Workforce management since this is a group policy there's nothing we can do on our end.
[AGENT][NEUTRAL] We get uh all communication from the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I wonder is it open enrollment maybe or something like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is, uh, I called them first and they said to um call you guys. I don't know why if that's the case, um, but yeah, I could call them back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean if you're gonna keep.
[CUSTOMER][NEUTRAL] Maybe they just didn't understand what I was saying.
[AGENT][NEUTRAL] Yeah, I think it I think it's kind of customary if I don't know if they're changing your policies or not you may keep the same ones that you have. I think it may be a matter of you telling them that you want to keep them. I don't know, but, uh, check with your employer because they're active now and we wouldn't term them unless we get notification from your group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, anything else I can assist with? And did you want to write down your policy numbers or?
[AGENT][NEUTRAL] You have them, you just couldn't find them?
[CUSTOMER][NEUTRAL] Um, actually.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] I don't know that I have. I thought maybe it would be on my benefits in a card, but uh.
[CUSTOMER][POSITIVE] I couldn't find it. So if you could tell me, that would be awesome. Uh, just a second, let me get some pen and paper real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me know when you're ready.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] This I.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] Your group accident policy number?
[AGENT][NEUTRAL] It's 255.
[CUSTOMER][NEUTRAL] 255
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] 6705.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 705
[AGENT][NEUTRAL] Mhm and then your group term life is 255.
[AGENT][NEUTRAL] 6706.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 6706
[AGENT][NEUTRAL] And then your dental policy number is 255.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] 6707.
[CUSTOMER][NEUTRAL] 6707
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, ma'am for you no other questions, thanks for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Alright, you too, bye.
[AGENT][NEUTRAL] Uh, bye-bye.