AccountId: 011433970860
ContactId: a48d322d-ff24-4e59-9e3f-2a0c152d7b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446380 ms
Total Talk Time (AGENT): 197481 ms
Total Talk Time (CUSTOMER): 160775 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a48d322d-ff24-4e59-9e3f-2a0c152d7b63_20250408T14:02_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? My name is [PII], and I was calling to, uh, guess reinstate my policy.
[AGENT][NEUTRAL] All right, Mr. [PII], we can help you with that. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you happen to have your policy number available, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't.
[AGENT][NEUTRAL] That's not a problem. I can look it up by your social if that is OK with you.
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][NEUTRAL] And that number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm just getting your policy pulled up and let's just verify everything. Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Um, Mr. [PII], in order to reinstate your policy, I would need to connect you with benefits in a card.
[AGENT][POSITIVE] And they'll be happy to assist you with that. Would you like for me to give you their phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And their phone, you ready?
[CUSTOMER][NEUTRAL] Uh, hold on, let me, hold on, let me grab a, a pen outline.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'm ready for the number.
[AGENT][NEUTRAL] And let me just check one other thing. Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And I was checking your policies. It looks like you do have an active critical illness, accident, life and dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Are you wanting to reinstate your medical policy?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, yeah, yes ma'am. I want to, uh, reinstate my medical insurance on that. Uh, I know we have a illness, but, uh, I have a blood clot, um, I have a blood clot, um, medicine that I've been trying to get, and I, I'm, I'm pretty sure that falls under the illness claim, but I have not been able to get my medicine, um, on my copay card because of, because they're saying that I have no insurance with uh APL.
[AGENT][POSITIVE] OK. All right. Well, I will be happy to transfer you to a representative there if you don't mind holding just one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] All right. Well, thank you, Mr. [PII]. One moment, please.
[CUSTOMER][POSITIVE] Yes ma'am, thank you, and if if there's a survey that I can do for, for your help then I, I, I definitely will uh do that survey if you can send it to me or anything like that.
[AGENT][POSITIVE] Well, I really appreciate it. There's we don't really have a survey you can email a supervisor uh but that's really the only option we have right now. I can provide that email for you if you'd like.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][POSITIVE] I appreciate that. It's [PII], that's [PII] [PII] [PII]
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At A
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And, and my name is [PII] and it's been a pleasure and I'm gonna get a representative on the line. I'll give him a brief synopsis of the reason you're calling so you don't have to go through all that again, OK?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in the Cart. My name is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hi [PII], it's [PII] at JPL. How are you doing today?
[CUSTOMER][POSITIVE] Hi [PII], doing great. How are you doing today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. Listen, I have an insured who had a, a hospital indemnity policy. He's looking to reinstate.
[CUSTOMER][NEUTRAL] OK, um, can I get uh the member like uh what company you working with?
[AGENT][NEUTRAL] You sure can. I can give you anything you want. I verify his information. He's with management analysis and utilization.
[CUSTOMER][NEUTRAL] OK. And the last four of his social?
[AGENT][NEUTRAL] The last 4 of his social are, let me get back to that screen.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Come on computer there we go. Last four of his social is [PII], and his name is [PII].
[CUSTOMER][NEUTRAL] OK. [PII], I got him. uh do do do do.
[AGENT][NEUTRAL] And I know I know you and I didn't write your name down, and it has flown my memory. Is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, no [PII]
[AGENT][POSITIVE] It went out just as quickly as it went in.
[CUSTOMER][NEUTRAL] How we
[CUSTOMER][NEUTRAL] I mean, it, it always happens, so I have to clarify that.
[AGENT][NEUTRAL] All right. Is there anything else you need from me, [PII]?
[CUSTOMER][POSITIVE] No, [PII]. I think that's pretty much all. I really appreciate. Thank you very much.
[AGENT][POSITIVE] Oh, it was a pleasure to speak with you this morning. Let me get Mr. [PII] on the line, [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you very much. Take care of yourself, please.
[AGENT][POSITIVE] Thank you. You too. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm sure, bye.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line. She's going to assist you further, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and thank you for your help.
[AGENT][POSITIVE] My pleasure. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Good morning, uh, Mr. [PII], this is [PII] from Benefits in a cart. Um, may I have please uh the last four of your social and the name of the agency that you're working with?
[CUSTOMER][NEUTRAL] I, I, uh, let me.