AccountId: 011433970860
ContactId: ac774723-ea52-4890-813d-9a48026ef00b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434179 ms
Total Talk Time (AGENT): 149460 ms
Total Talk Time (CUSTOMER): 105896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ac774723-ea52-4890-813d-9a48026ef00b_20250317T16:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molletro Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing?
[AGENT][POSITIVE] I'm doing fine, thank you. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I'm calling to see if the good voluntary and still active.
[AGENT][NEUTRAL] Um, uh, I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I said I'm calling to see if the group voluntary then is still active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is your name and what group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] The group, um, the group says 700.
[CUSTOMER][NEUTRAL] 50
[AGENT][NEUTRAL] OK, now are you calling Mr. [PII] on your policy, your particular policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. What is your policy number?
[CUSTOMER][NEUTRAL] It says 25.
[CUSTOMER][NEUTRAL] 148.
[CUSTOMER][NEUTRAL] 42
[AGENT][NEUTRAL] 251-4842.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Mr. [PII] and um what is a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] This one right here [PII].
[AGENT][NEUTRAL] I'm I'm sorry, you're breaking up, you keep breaking up. I, I do apologize.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK. Thank you so much. And
[AGENT][NEUTRAL] So, Mr. [PII], um, can you verify the last four digits of your social, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] uh, one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, just a moment. And will you verify um
[AGENT][NEUTRAL] Your address and your email address please.
[CUSTOMER][NEUTRAL] [PII] and the email address is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that and what you were asking is if this is still active, is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to see if it's still active.
[AGENT][NEUTRAL] You are trying to see if it's still active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. Just one moment.
[AGENT][NEUTRAL] OK, Mr. [PII], I am showing that this policy is active.
[CUSTOMER][NEUTRAL] OK, how much longer is it still active for?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I, I, I'm sorry, you broke up.
[CUSTOMER][NEUTRAL] I said how much longer is it still active for?
[AGENT][NEUTRAL] Uh, well, I mean.
[AGENT][NEUTRAL] That depends on
[AGENT][NEUTRAL] On you.
[AGENT][NEUTRAL] And if they're taking it out of your, your paycheck.
[CUSTOMER][NEUTRAL] I didn't have a date or tell you a date or.
[AGENT][NEUTRAL] Of when it, when it's supposed to lapse, or, or, are you, is there a certain day that it's supposed to lapse? Is that what you're asking?
[CUSTOMER][NEUTRAL] Yes, ma'am, do you see a date or anything?
[AGENT][NEUTRAL] I do not see a lapsed date, no, sir.
[CUSTOMER][NEUTRAL] So is it renewed monthly or?
[AGENT][NEUTRAL] As long as we're receiving premium on it.
[CUSTOMER][NEUTRAL] Weekly
[CUSTOMER][NEUTRAL] So as long as
[CUSTOMER][NEUTRAL] I'm sorry, what did you say, ma'am?
[AGENT][NEUTRAL] As long as we're receiving uh premium on this.
[CUSTOMER][NEUTRAL] How often do you receive a premium?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 3 monthly.
[AGENT][NEUTRAL] Uh, just like weekly.
[CUSTOMER][NEUTRAL] OK. And this is, this is dental, right? or vision or life insurance.
[AGENT][NEUTRAL] It's your dental.
[CUSTOMER][NEUTRAL] OK, so it's not life insurance?
[AGENT][NEUTRAL] No, sir, it's not.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So I should be able to give this uh card here.
[CUSTOMER][POSITIVE] Caring to American public life.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The dental office
[AGENT][NEUTRAL] You can give them that policy number, yes, sir.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Alright you too you have a great one.
[AGENT][POSITIVE] Mm, thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.