AccountId: 011433970860
ContactId: 5cac3c19-f669-4e1b-93ed-b5603f55e978
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401690 ms
Total Talk Time (AGENT): 206544 ms
Total Talk Time (CUSTOMER): 170255 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/5cac3c19-f669-4e1b-93ed-b5603f55e978_20250129T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I was trying to see do I have insurance with y'all.
[AGENT][NEUTRAL] OK, you're wanting to
[CUSTOMER][NEUTRAL] Cause I got a um
[CUSTOMER][NEUTRAL] Yeah, verify my insurance, yeah. Boy!
[AGENT][NEUTRAL] OK, so you want to verify if you have an active policy with APL is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] Yes, sir, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, Mr. [PII], what was your first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, and your policy.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Uh, 02 53.
[CUSTOMER][NEUTRAL] 6666.
[AGENT][NEUTRAL] OK, thank you. Just give me one moment, Mr. [PII] to pull this information up. Once I do, I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] City, state and field?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one you gave me, so again, that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So this policy, Mr. [PII], I can see was a dental policy, and it was active from [PII] to [PII]. At this time, you do not have any active coverage with our company.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] That's what I was trying to find out cause I went to the doctor with my new insurance, and they said, you know, that I got another insurance already, so they wouldn't be able to pay, pay, you know, do the, do the pay there. So I'm trying to figure out what.
[AGENT][NEUTRAL] No, so the only cover.
[AGENT][NEUTRAL] The only coverage you had with us was this dental policy. You didn't have any type of medical. Was it a dental appointment you went to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is, is y'all with WorkSource?
[AGENT][NEUTRAL] We do work with that company, but we, you did not have a medical plan with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Now, if you have any questions about who you had coverage with for that employer, benefits and a card would be the company that you would need to speak to. I can give you their phone number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And I can also connect you with him, Mr. [PII], if you would like.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So and they tell me what um what um benefits, I mean what insurance I have or what?
[AGENT][NEUTRAL] Do you still work with that company?
[CUSTOMER][NEUTRAL] No, WorkSource was a um was a um a temp agency. I, I, I rolled over.
[AGENT][NEUTRAL] OK, so you're saying that you now have new insurance with your current employer?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you would just need to reach out if it's, if you've gone to work, you know, are you full time or is this still something through WorkSource?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, full time ma'am.
[AGENT][NEUTRAL] OK, so you would just reach out to your human resources department at your employer?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And they would be able to direct guide you, Mr. [PII], as to what you have signed up for.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you see, so, so you say my job that I'm working at now would tell me.
[AGENT][NEUTRAL] Uh, yes, your human resources department should be able to tell you any insurance coverage that you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it, I, I wanna make sure I understand what you said. You said you're no longer working with the WorkSource and you now have another job with a different company?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So yes, sir. Your human resources department would be able to tell you who you have insurance with now.
[CUSTOMER][NEUTRAL] Yeah, I know, I know what insurance I have, um, and I would just say, uh, I went to the doctor and they say that um they wouldn't be able to cover half of it because I have insurance with.
[CUSTOMER][NEUTRAL] With someone else.
[AGENT][NEUTRAL] With who?
[CUSTOMER][NEUTRAL] Yeah, that's what I was trying to figure it out.
[CUSTOMER][NEUTRAL] I thought it was with y'all, but.
[CUSTOMER][NEUTRAL] I don't think you said that it's not.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No, sir, you've never.
[CUSTOMER][NEUTRAL] I thought it was with y'all, but I, yeah, I never had medical with [PII].
[AGENT][NEUTRAL] That is correct. You did not have medical. Now, you could try and reach out to Benefits in a card, which would have been who handled any enrollment for insurance when you were with Workforce.
[AGENT][NEUTRAL] To see what other coverage you might have had.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I wouldn't have access to that information. I can only tell you about, you know, our company's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And benefit in a card's phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And again, I would be happy to connect you with them if you would like, or would you rather call them directly, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, I think I caught, uh.
[CUSTOMER][NEUTRAL] I call them directly.
[AGENT][NEUTRAL] OK then. Well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] No I mean that's that's OK.
[AGENT][POSITIVE] OK. Well then, thank you for calling APL I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.