AccountId: 011433970860
ContactId: 9ff6cbf3-cf76-449d-bede-1286af8b4b19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334859 ms
Total Talk Time (AGENT): 153671 ms
Total Talk Time (CUSTOMER): 149532 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9ff6cbf3-cf76-449d-bede-1286af8b4b19_20250312T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. Uh, yes, uh, hi, hi, [PII].
[CUSTOMER][NEGATIVE] Um, please, I need help. You know, I receiving this American public life for a benefit card. I don't understand how it's going work in this one. Can you explain me?
[AGENT][NEUTRAL] Um, what do you need help with, um, your benefits or how to file claims?
[CUSTOMER][NEUTRAL] Yeah, because I received this paper like uh expanding in a benefit horizon they have like APL.
[CUSTOMER][NEGATIVE] Uh, 2 paper, pay ID, payer ID, but the, uh, it was, I was with the staff in more or less group. The last 3 weeks, I think they don't pay because, um, I was, um, firing from my work. So, can I, can I pay by myself, continue this benefit card?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK, so yeah, so you're no longer with your employer and you just wanna see if you can um continue the policy independently of them, is that right?
[CUSTOMER][NEUTRAL] Yeah, yeah, because I don't know how the Medicare, yeah.
[AGENT][NEUTRAL] Gotcha. OK.
[AGENT][POSITIVE] Of course, OK, so let's take a look at that, um, and I will see what I can do for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Yes.
[AGENT][NEUTRAL] OK, thank you and then uh could you give me that policy number please?
[CUSTOMER][NEUTRAL] Yeah. OK. The policy number, uh OK, cover policy number 02598113.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Alrighty, and they're just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] OK, the PO box, um, I have here, hold on.
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Well, there's a start.
[CUSTOMER][NEUTRAL] For one
[CUSTOMER][NEUTRAL] 6 [PII] uh for the uh ZIP code?
[CUSTOMER][NEUTRAL] [PII], so let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. OK, yes, and then awesome, yes, just wanted to make sure what we had was right, um, and then last thing I need is the email address we've got on file for you. Uh, looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah, yeah, I have to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that information. OK, so let me see right quick.
[AGENT][NEUTRAL] So I am still showing that this policy is active, um, the policy number you gave me was for your dental but you do have, let's see 12345 different policies with us, so you do have medical accident, short term disability, uh, term life, and then dental. So if you're no longer with this employer and you wanted to continue it, that would be through benefits in a card and I can give you their phone number and then transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. So, because I received only this card, you know, I don't receive it the other card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure. Yes, and if you'd like, I can give you the policy number for your medical, uh, if you needed that.
[CUSTOMER][POSITIVE] Yeah, I need a place, yeah, thank you, sweetie, thank you.
[AGENT][POSITIVE] Of course let me know when you're ready, yes.
[CUSTOMER][POSITIVE] Yes, I do. I'm ready now.
[AGENT][NEUTRAL] OK, so that policy number is 25.
[AGENT][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 109.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. 259-8, yeah, 259-8109. Is that correct?
[AGENT][NEUTRAL] And that is for your medical. Mhm.
[AGENT][POSITIVE] Perfect, yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then whenever you're ready I can give you that phone number for uh benefits and a card and then I can transfer you to them as well.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, did you want me to go ahead and transfer you now? Oh yes, go ahead and read that back to me sorry.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], is that correct?
[AGENT][POSITIVE] That's it, yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, so this is, um, I have to call them now?
[AGENT][NEUTRAL] Um, I can transfer you if you'd like, but they would be the ones to, uh, that would help you continue this policy, uh, outside of your employer.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, did you want me to transfer you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm just gonna put you on a brief hold while I get them on the line for you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, have a great day. Bye bye. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.