AccountId: 011433970860
ContactId: 66662651-b8f2-42c6-a10b-1f0b89801032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362410 ms
Total Talk Time (AGENT): 118400 ms
Total Talk Time (CUSTOMER): 109093 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/66662651-b8f2-42c6-a10b-1f0b89801032_20250203T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a question. My, um, new company offers you guys as like for like a disability insurance, um for short-term disability, and I just had a couple of questions about like how your policies work.
[AGENT][NEUTRAL] OK, um, I can help you with your questions. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII] [PII]. I just wanna make sure that I'm like selecting the right thing. So if someone is like pregnant already, would they still be able to enroll for that short term disability or would that not apply?
[AGENT][NEUTRAL] Uh, I would have to pull in your policy and look at your policy and see, Ms. [PII], um, how your policy rates.
[CUSTOMER][NEUTRAL] I don't have an active policy, so it just is like a new policy that we can select it's a new company that our company just got bought out.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so you guys.
[CUSTOMER][NEUTRAL] So I didn't know if that would be one of the exclusions.
[AGENT][NEUTRAL] Right, I understand what you're saying. What I'm gonna need to do since you don't have a policy yet, I'm gonna have to transfer you over to broker resources are you um.
[AGENT][NEUTRAL] The contact person for the group is your group with us yet?
[CUSTOMER][NEUTRAL] No, I just work for the company and I'm selecting my benefits and I'm currently pregnant, so if I could enroll in this benefit and be able to use it after I give birth and I'm not working, that would be great, but I wanna make sure that that's legally OK. I obviously don't wanna do anything that's not correct.
[AGENT][NEUTRAL] Right, I understand. OK. All right. Um, I am going to go ahead, let's see.
[AGENT][NEUTRAL] What's the name of the company that you work for?
[CUSTOMER][NEUTRAL] Parkview Dental.
[AGENT][NEUTRAL] And can you spell the first part for me, please?
[CUSTOMER][NEUTRAL] P A R K V I E W.
[AGENT][NEUTRAL] Park View Dental. OK. Let me look and see if I can find your group real quick.
[CUSTOMER][NEUTRAL] Also, I haven't disclosed with them that I'm pregnant because they just bought out my previous company, so I haven't disclosed that with anyone.
[AGENT][NEUTRAL] OK, well, we keep everything private anyway for HIPAA reasons.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and you're with Park View Dental?
[CUSTOMER][NEUTRAL] Yes, it's Park View Dental Partners.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What um state are you guys located in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] I'm not pulling up Park View.
[CUSTOMER][NEUTRAL] Mm, I wonder if it's under Bayview Dental.
[AGENT][NEUTRAL] Let me try that way.
[CUSTOMER][NEUTRAL] It's like an umbrella company, they have a bunch of different offices.
[AGENT][NEUTRAL] Yes, Bayview.
[AGENT][NEUTRAL] I do have the Bayview OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] I'll see if I can find somebody that actually has.
[AGENT][NEUTRAL] Term disability and see if I can pull in their policy to see.
[CUSTOMER][POSITIVE] Thank you. I really appreciate you helping out.
[AGENT][POSITIVE] Oh it's no problem at all.
[CUSTOMER][NEUTRAL] This is all a last minute sale that just happened, so I wasn't expecting for like my previous coverage to be interrupted.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] OK, let's look. um.
[AGENT][NEUTRAL] It's gonna be just a second while I read through the policy and see if I can find anything that mentions pregnancy.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, it does have preexisting on the um policy for injury or sickness, and pregnancy is considered sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just wanted to make sure. OK.
[AGENT][POSITIVE] Yeah, OK, well, I'm glad I was able to give you some answers.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] All right, thank you for your help.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] You too, and congratulations on your new baby coming.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.