AccountId: 011433970860
ContactId: 7e0767e2-fb46-4ee8-956f-b81405bd2bc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238550 ms
Total Talk Time (AGENT): 94926 ms
Total Talk Time (CUSTOMER): 63022 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/7e0767e2-fb46-4ee8-956f-b81405bd2bc0_20250626T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. We're calling from 90 Degree Benefits, and we have a group MAU that has a, a COR participant, and I, she needs an ID card, but I need to see if her premiums are paid to date.
[AGENT][NEUTRAL] OK, um, well, may I have a good contact number in case we're disconnected and her policy number?
[CUSTOMER][NEUTRAL] What do you need from me?
[CUSTOMER][NEUTRAL] My phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I don't have a policy number but I have her social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cobra Medical. OK, so, well, may I have her first and last name?
[CUSTOMER][NEUTRAL] OK, it's [PII]. Last name is I'll attempt this [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] And can you verify her date of birth for me?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. OK, so she, so there are policies here for her at one point, they're both lapsed, but it was a life policy and a dental policy, but for COR, are you looking for medical?
[CUSTOMER][NEUTRAL] I'm looking for [PII].
[AGENT][NEUTRAL] Dental, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the policy um was active from [PII]. Let me look at the ledger. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So our premiums are paid up to the pay due date, the [PII], but there also was no bills after that either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me ask you this, uh, may I speak with someone in, uh, group I guess premiums?
[AGENT][NEUTRAL] Group. So what's the, what are you trying to obtain?
[CUSTOMER][NEUTRAL] Group billing maybe.
[CUSTOMER][NEUTRAL] I'm not uh I need to see, um, I need to speak with someone regarding, uh, who receives the premiums that post them to her account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To receive the premium posted to her account. So that will be group billing, but group billing is in their um their team meeting. I can send them over an urgent request to call you, um, once the meeting is done to help you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That'd be great. Yes.
[AGENT][NEUTRAL] OK, and is the [PII] that's the best number for you?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK. So I will go ahead and send over an urgent request for them to call you back um to help you with the, her premiums and payment.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Thanks. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.