AccountId: 011433970860
ContactId: 586b8adc-d8c6-434d-bce1-20947aa95009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377540 ms
Total Talk Time (AGENT): 188696 ms
Total Talk Time (CUSTOMER): 90167 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/586b8adc-d8c6-434d-bce1-20947aa95009_20250507T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] It would. I was calling to see if my insurance still in, still in affected.
[AGENT][NEUTRAL] OK, Ms. [PII], you're wanting to verify if your policy is still active with APL or not?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] I think it's 359-4709.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] So that's not, that's not it. Oh, I see the.
[AGENT][NEUTRAL] I was gonna say that's not an ACO policy number. You're saying, that's not our policy number.
[CUSTOMER][NEUTRAL] It's 02596421.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, Miss, um, excuse me, Miss. I will need to verify several things with you first for security and also any information provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you does, uh, excuse me, it is the same as the one you gave me, so that is your best contact number, is that correct? Alright, thank you. And lastly your email address please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't think I have one.
[CUSTOMER][NEUTRAL] I might have one, but I don't know it.
[AGENT][NEUTRAL] OK, alright, that's fine. OK, so this policy that you had had with APL was through your employment with management analysis and utilization review and no ma'am, it is no longer active. This policy termed in March as of [PII].
[CUSTOMER][NEUTRAL] Oh, I thought they was taking out my checking account every month.
[AGENT][NEUTRAL] Now you would need to speak to benefits, but again, Benefits and a card is the enrollment company that you would have enrolled through and that is also who handles any of your deductions.
[AGENT][POSITIVE] So I'll be happy to give you their phone number and I can connect you with a member of their um company that you can further discuss that with.
[CUSTOMER][NEUTRAL] OK, give me the number.
[AGENT][NEUTRAL] OK, the benefits on a card, their phone number is [PII].
[CUSTOMER][NEUTRAL] Hold on 18.
[CUSTOMER][NEUTRAL] Wait a minute, [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] You said for what?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, um, if you would like for me to connect you.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] I'll be happy to do that.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Well, is there anything, anything else I could help you with today before I do?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] And you too.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well and yourself?
[AGENT][POSITIVE] I'm doing fine, thank you. So I have a former insured on the line, a Miss [PII].
[AGENT][NEUTRAL] Last four of social is [PII].
[AGENT][NEUTRAL] She had been with [PII].
[AGENT][NEUTRAL] She was calling to see if her policy was still active, which it is not, and she said that she thought it was supposed to be being taken out of her check.
[AGENT][NEUTRAL] And also there is an email address that's on file for her.
[AGENT][NEUTRAL] But she says she doesn't have an email.
[CUSTOMER][NEUTRAL] OK, um, so let's see here.
[CUSTOMER][NEUTRAL] To [PII], you said?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, I have it pulled up here, but bear with me one second. I'm looking at something.
[AGENT][NEUTRAL] Mhm and that's fine um but again if you see an email on file, she says.
[AGENT][NEUTRAL] She doesn't have one or she does, she wouldn't know what it was, so I don't know what that email that we have, where it came from.
[CUSTOMER][NEUTRAL] OK, um, yeah, you can go ahead and send her over.
[AGENT][POSITIVE] OK, [PII]. Well, thank you so much and it was nice speaking to you. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You do the same, OK, [PII].
[AGENT][POSITIVE] Alright. Thank you, [PII]. All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.