AccountId: 011433970860
ContactId: afc4cce3-849c-4279-8eb2-23a1253c2b50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387290 ms
Total Talk Time (AGENT): 152317 ms
Total Talk Time (CUSTOMER): 114980 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/2025/06/04/afc4cce3-849c-4279-8eb2-23a1253c2b50_20250604T21:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I have uh two policies. One is the dental and the vision, and I think they sent me a letter for Cobra.
[CUSTOMER][NEUTRAL] Uh, how does this work? Because I am with, um, uh, a temp agency, so sometimes I get jobs, sometimes I don't get a job, and I want to keep these policies. How do I do this?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, um, let me take a look at the policies, but I'll be more than happy to help you with them. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yeah, my last name is [PII] [PII].
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][POSITIVE] That's a good question. Let me find it for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Doesn't have a policy number. All it has is the Dela Cobra 782025.
[CUSTOMER][NEUTRAL] Uh, I give you the plan is 9403 BGSF.
[AGENT][NEUTRAL] You can look your policies up with your social if you like.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I believe I just found I'm I'm waiting for one to come up now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[CUSTOMER][NEUTRAL] Um, and you know, [PII].
[AGENT][POSITIVE] Thank you for that and all the information.
[CUSTOMER][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that there's no active policies with us at this time. Um, all of your policies terminated on [PII]. Um, if you are wanting to continue any of the policies, you may have that option. Um, you would just have to go through benefits and a card um because everything comes from the employer to us.
[AGENT][NEUTRAL] Um, so I can give you their phone number and transfer you over and they'll be able to help you with continuing if you like.
[CUSTOMER][NEUTRAL] Um, yeah, sure, no problem. So, so this, um, thing that they send me for Cobra, what does that mean?
[AGENT][NEUTRAL] For Cobra, hold on one second.
[AGENT][NEUTRAL] To be honest with you, I'm not sure because you don't have a medical policy with us, but, um, benefits and a card will be able to look at all of your benefits.
[CUSTOMER][NEUTRAL] Benefits the car is the, is the insurance company.
[AGENT][NEUTRAL] The insurance company is American Public Life. Benefits in the card is the third party that your temp agency uses to
[AGENT][NEGATIVE] really they do everything. They send us over the policies, they terminate the policies because we can't do anything, uh, without receiving it in writing. So, we can't make any changes. I can't continue the policy unless they tell us to continue the policy, which is why I'm directing you to them.
[CUSTOMER][NEUTRAL] So what's the
[CUSTOMER][NEUTRAL] Yeah, so what's the phone number for benefits of the card?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the phone number for the national, national insurance was the name of the insurance company?
[AGENT][NEUTRAL] The only number you'll need is benefits and a card for your APL policies. If you have any other policies, I'm not sure how that would work for them.
[CUSTOMER][NEUTRAL] And what is the APL stands for?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] I I probably is that like a life insurance policy?
[AGENT][NEUTRAL] No, sir, you have a, hold on.
[AGENT][NEUTRAL] You, you had a critical illness policy with us, an accident policy, a short-term disability policy, and a dental policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well, let me write this down. Give me that one more time again.
[CUSTOMER][NEUTRAL] Uh, was accidental life, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, no, so critical illness.
[CUSTOMER][NEUTRAL] And then what else they have?
[CUSTOMER][NEUTRAL] Critical illness?
[AGENT][NEUTRAL] Accident
[CUSTOMER][NEUTRAL] Accident?
[AGENT][NEUTRAL] Disability, short term disability.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Short term?
[AGENT][NEUTRAL] And the dental policy.
[CUSTOMER][NEUTRAL] And the vision also, right? The television together.
[AGENT][NEGATIVE] No, only the ones that I've given you. We do not provide vision.
[CUSTOMER][POSITIVE] Yeah. OK. Alright, well thank you so much. I got it. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Um, would you like me to transfer you over to benefits in the card or did you want to call them at a later time?
[CUSTOMER][NEUTRAL] I'll call him in a few minutes. I have to verify something before I call them.
[AGENT][POSITIVE] Alrighty. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.