AccountId: 011433970860
ContactId: 92213d43-a04c-4e61-9320-3b210e9eb0bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295899 ms
Total Talk Time (AGENT): 87790 ms
Total Talk Time (CUSTOMER): 137697 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/92213d43-a04c-4e61-9320-3b210e9eb0bc_20250402T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hello. Um, so I recently, so a, a while back, I've gotten uh this insurance card for a dental. I was wondering, um, because I'm no longer with the organization. Is this still valid or not?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get your name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number, it's going to be 0258.
[CUSTOMER][NEUTRAL] 0285 58 sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 0258 OK and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you can verify your, uh, date of birth and your mailing address.
[CUSTOMER][NEUTRAL] My date of birth is going to be, excuse me, [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My mailing address is going to be [PII]
[AGENT][NEUTRAL] And the city, state and zip code?
[CUSTOMER][NEUTRAL] Uh, city [PII].
[AGENT][NEUTRAL] OK, and can you verify the email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and you're calling to see if or verify if this policy is still active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I show it active at this time. Are you still employed?
[CUSTOMER][NEUTRAL] Um, well, technically I'm no longer working for the this organization, so I was just calling to find out if, if I'm still on.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] If your policy is still active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the name of the employer?
[CUSTOMER][NEGATIVE] Um, I'm trying to remember. I think it's BS BSG hold on.
[AGENT][NEUTRAL] Is it BG staffing?
[CUSTOMER][NEUTRAL] Yes, yes, BG staffings.
[AGENT][NEUTRAL] OK. When was your last day at work?
[CUSTOMER][NEUTRAL] I mean, uh, let's see, the last, the last time I was working there was, uh, last month.
[AGENT][NEUTRAL] In March?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You remember what day?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Hold on because I stopped working there.
[CUSTOMER][NEUTRAL] Well, mm.
[CUSTOMER][NEUTRAL] I believe it was like the first week of
[CUSTOMER][NEUTRAL] Oh yeah, the [PII].
[AGENT][NEUTRAL] OK, so at this time I do show that the policy is active, however, since it's a group policy you had it through an employer, um, they'll send us the notification so it's probably a matter of time, you know, before we get that to term the coverages. Did you have more than one policy with us?
[CUSTOMER][NEUTRAL] Um, I believe I have like another policy. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, one moment, uh, let's see, there was dental.
[CUSTOMER][NEUTRAL] Um, what else?
[CUSTOMER][NEUTRAL] What is this?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Medical and yeah, that's it, just dental and medical.
[AGENT][NEUTRAL] Yeah, I'm showing dental.
[AGENT][NEUTRAL] A medical policy, accident policy, a disability policy, a critical illness policy, and a group term life policy. So you have more than several policies with us. And so since it's a group, um, we'll have to wait until we get the termination request from the, your employer to term the coverage.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah. I just, I, I just don't, you know, wanna get in trouble or anything, you know, if I use it.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][POSITIVE] Yeah, so like I was just calling just to verify but like thank you very much, miss. I really appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. All right. Did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] Um, no, that, that's it.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right you too take care.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm