AccountId: 011433970860
ContactId: 6d9ba979-9746-4289-95c3-5b2cb1eae351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232309 ms
Total Talk Time (AGENT): 99616 ms
Total Talk Time (CUSTOMER): 91147 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6d9ba979-9746-4289-95c3-5b2cb1eae351_20241230T23:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir, I have a question.
[CUSTOMER][NEUTRAL] Uh, I just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just have got some coverage, uh, identification cards come through the mail.
[CUSTOMER][NEUTRAL] And I'm, I'm trying to figure out what, what job is that listed up on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, on either one of those cards, do you have like a policy number?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Uh, yeah, I do need to give it to you.
[CUSTOMER][NEUTRAL] Uh, I guess I have a policy number.
[CUSTOMER][NEUTRAL] Policy number is 0.
[CUSTOMER][NEUTRAL] 258-064-3
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could verify your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh first is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. And then the address we should have on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the Gmail account we have on file, it looks like it's [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like this plan is coming through MAU. It's listed the employer management analysis and utilization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that sounds about right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Have you, OK, it's about right. You ask a question.
[CUSTOMER][NEUTRAL] Does it show the.
[CUSTOMER][NEUTRAL] The people that they have listed up on the policy?
[AGENT][NEUTRAL] Um, so it looks like you have two policies. You have a life insurance policy with us and a dental. Uh, the dental is for you and [PII].
[CUSTOMER][NEUTRAL] OK, and the life insurance policy is it for just me.
[AGENT][NEUTRAL] That would just be for you. Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And have, have y'all already sort of picking out?
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] So, if I start taking money out?
[CUSTOMER][NEUTRAL] I, I do, uh.
[CUSTOMER][NEGATIVE] It ain't, it ain't been taken out or take out. I know it take out every week or every month. I don't know how how base on.
[CUSTOMER][NEUTRAL] I don't, I don't see it on my, on my stool. Have you been taking it out already?
[AGENT][NEUTRAL] Yeah, so the coverage effective date was [PII]. It looks like.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Uh, the premium would be coming payroll deducted from your um employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so,
[CUSTOMER][POSITIVE] OK, sounds about right.
[AGENT][NEUTRAL] Yeah, so if you haven't seen it, you should see it starting to duct soon.
[CUSTOMER][NEUTRAL] Yeah, I think, I think I probably have.
[CUSTOMER][POSITIVE] OK, well, I appreciate it. And if I need to add another on the life, is this possible?
[AGENT][NEUTRAL] Um, you would just go through your employer as far as enrollment goes and like adding somebody if you wanted to add anybody to a plan, um, and yeah they could let you know as far as if there's they may have a certain time frame for like enrollment, you know, um, but definitely check with your employer on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can do for you?
[CUSTOMER][POSITIVE] That'd be it I appreciate you.
[AGENT][POSITIVE] All right, well thanks for calling APL. Have a good one.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Uh-huh, bye-bye.