AccountId: 011433970860
ContactId: 63b1717a-46cd-4a2a-bd53-324c17b71db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225279 ms
Total Talk Time (AGENT): 109274 ms
Total Talk Time (CUSTOMER): 75801 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/63b1717a-46cd-4a2a-bd53-324c17b71db9_20250203T14:08_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm mm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. How you doing?
[AGENT][POSITIVE] I'm good. I'm sorry about that. I guess my mute was on when I turned on my mic.
[CUSTOMER][NEUTRAL] Mm. No worries, it's Monday morning.
[AGENT][NEUTRAL] It is. What can I do for you?
[CUSTOMER][NEUTRAL] [PII], could you look at a policy for me? I have an insured on the phone calling about eligibility, but it says that it's terminated, but then I see a note in here from [PII].
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, let me know when you're ready for the policy number 108.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] 0673 that's 1080673.
[AGENT][NEUTRAL] OK, yeah, I hadn't gotten started on anything yet, so I was ready to go. All right, let me see.
[AGENT][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Yeah, I try to cause I, I don't like when people call me and just go straight into a policy number like, hold on, I'm working on something, so can you give me a moment, please?
[AGENT][POSITIVE] I appreciate that. I appreciate that because a lot of times we're in the middle of a policy where we're doing changes and you know, it makes you put a note and all this other stuff. So let's see, correct PIDFT claims did not know what the term date was of benefits was double benefits were in PIBFT and only said.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Was dropped. What?
[CUSTOMER][NEUTRAL] I don't know what that means.
[AGENT][NEUTRAL] I don't know last policy from overdue effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, but the pay today is only 101. What in the world is going on with this?
[AGENT][NEUTRAL] Yeah, they haven't paid a premium on this since uh da da September.
[CUSTOMER][NEUTRAL] Oh it was terminated. It actually is terminated. I want to verify before I told her because of the notes that [PII] left in.
[AGENT][NEUTRAL] Yeah, let me double check and see if maybe it's a group thing. Hold on just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What date are they trying to confirm the benefits for?
[CUSTOMER][NEUTRAL] Um, she said that they're trying to go to the provider now to get services and the provider call to verify benefits, but the services that they want is not covered. He want a crown, that's not covered under the policy, but
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She wants to know why her policy says it's terminated. And I asked her if she still work for the employees, she says she does.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like the whole group is turned. Hold on, let me look.
[AGENT][NEUTRAL] Uh EMPL.
[CUSTOMER][NEUTRAL] And she
[AGENT][NEUTRAL] Well, I don't see any notes where the group was termed, but there's nobody active on the group right now.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so I'll let her know that it's turned.
[AGENT][NEUTRAL] Yeah, I mean what I'm looking at, they haven't paid a premium since um August and so yeah and so it's only paid to [PII].
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'll let her know. Thank you, [PII] for looking into it for me.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No problem. Thank you. Have a good day.
[CUSTOMER][POSITIVE] Have a good. Thank you. You should be fine. Bye.
[AGENT][NEUTRAL] Bye-bye.