AccountId: 011433970860
ContactId: a0ec32a2-1928-4558-ac08-2d31a1ef846b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326570 ms
Total Talk Time (AGENT): 130175 ms
Total Talk Time (CUSTOMER): 133559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a0ec32a2-1928-4558-ac08-2d31a1ef846b_20250131T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Yes. Um, I am [PII]. I received a letter with uh
[CUSTOMER][NEUTRAL] What is this? A card?
[CUSTOMER][NEUTRAL] Insurance card, I'm wondering why I have this.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your insurance um card and why you received it. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Thank you. And then what is the number on the card, the policy number?
[CUSTOMER][NEUTRAL] Um, insured, uh, no, sorry, uh, policy number 32.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It may say in, yes.
[CUSTOMER][NEUTRAL] Yeah, I got it. 02588143.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] May I know your name again, ma'am?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] I don't know why I got this one. I did not apply for any insurance other than my husband's insurance, so.
[CUSTOMER][NEUTRAL] It is this under any company?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Whose name is on the card?
[CUSTOMER][NEUTRAL] My name, [PII].
[AGENT][NEUTRAL] OK, and the policy number is 02588413?
[CUSTOMER][NEUTRAL] 143.
[AGENT][NEUTRAL] 143, 2588143. OK, let me look it up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], um, for security reasons, I'll need to verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, [PII]. My email address is my name, my middle name [PII] [PII].
[AGENT][NEUTRAL] OK thank you and then I do see that the um phone number that you gave me to call you back on if we get disconnected that's your cell phone number correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, OK, Ms. [PII], this is the dental insurance that you got through Force Workforce Management Focus Workforce management, your employer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, cause I'm wondering, oh, OK, because, uh, yeah, but I'm not with them anymore, so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Can I still use it?
[AGENT][NEUTRAL] Well, let me look. Um, your policy is paid to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, [PII], because effective, effective date is [PII], so.
[AGENT][NEUTRAL] Yes, um, and you.
[CUSTOMER][NEUTRAL] And then I just, you know, find.
[AGENT][NEUTRAL] Yes, and then you have um.
[CUSTOMER][POSITIVE] Everything yes.
[AGENT][NEUTRAL] Yes, so the policy um.
[AGENT][NEUTRAL] The policy is still showing active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you, I think you have a waiting period. Let me check real quick. I think you have a waiting period for your benefits. Let me look.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, you have, um, oh, you don't have a waiting period.
[CUSTOMER][NEUTRAL] Waiting for you, uh, at the time where I can use it.
[AGENT][POSITIVE] Yes, you're, you're, you're able.
[CUSTOMER][NEUTRAL] When I can use the uh
[AGENT][POSITIVE] Yes, you're able to use it. The policy is still active. It's been paid for for one month.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] But I'm not already uh there, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Was there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I'm just, thank you for that because I was wondering what, what is this? Because I have no idea.
[CUSTOMER][NEGATIVE] So, I cannot use this anymore, like, because I'm not with them anymore, by the way.
[AGENT][NEGATIVE] Right, right, because your premiums would not come out.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][POSITIVE] Yeah, OK. OK, thank you. I'm gonna just keep this and not use it anymore. OK, thank you so much, man.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a great day and thanks for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.