AccountId: 011433970860
ContactId: 9c739f9b-4a58-4f53-b9d5-50dc98f154c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209089 ms
Total Talk Time (AGENT): 82811 ms
Total Talk Time (CUSTOMER): 98640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9c739f9b-4a58-4f53-b9d5-50dc98f154c9_20250625T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with 90 Degree Benefits. We're the COR administrator for uh MAU that's management analysis, and they have a participant that is currently currently on COR, uh, but I don't think y'all have her set up yet under COBR because the, the premium was just sent to y'all from APL uh um not not APL. It was sent from B to APL on Monday. I'm just checking to see if y'all have got that posted posted that yet.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] What do you need from me?
[AGENT][NEUTRAL] Um, I can check for you, and can you spell your first name again for me and give me your phone number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right. Phone number [PII]. I'm sorry, [PII] A.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, I have name as [PII] A. I'm gonna attempt the name, last name is [PII]. I'll spell it [PII] E. Date of birth [PII] and I only have a social, not a post uh policy number. That's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see if I can find her real quick.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I am not showing that she has any active policies with us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. She has dental, dental cobra effective [PII].
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] Um, and she is currently paid to 7:13, so who do I need to speak with in regarding that file, uh, billing file?
[AGENT][NEUTRAL] OK. So uh.
[AGENT][NEUTRAL] We'll need to get an email sent to our care team. Let me give you that email address.
[AGENT][NEUTRAL] It's [PII] M.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then, um, let me, let me give you the policy number to refer to. It's 259.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4688.
[AGENT][NEUTRAL] And you'll just need to put in the body of the email, um, the cover date effective date, payment all the information that you've given me over the phone in the email so that they can get it updated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you so much, [PII].
[AGENT][POSITIVE] OK. You're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it for now. Thank you very much.
[AGENT][POSITIVE] Alright, you have a good night. Thanks for calling ATL M. [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.