AccountId: 011433970860
ContactId: c03ec0c1-8793-43de-8814-ee4967255ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622280 ms
Total Talk Time (AGENT): 269936 ms
Total Talk Time (CUSTOMER): 223033 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c03ec0c1-8793-43de-8814-ee4967255ee5_20250325T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you. Um, I have a question, please. I am working with the Morales group, but still they don't call me because they have a work maybe next week. So can I pay my, uh, Medicare today?
[CUSTOMER][NEGATIVE] The last Friday I don't pay it.
[AGENT][NEUTRAL] OK, so you're wanting to pay the invoice for the group today?
[CUSTOMER][NEGATIVE] Yeah, because last Friday, the last 3 weeks I paid it, but still they don't call me, so that's why they can't pay my bill. So can I pay you to keep save my Medicare?
[AGENT][NEUTRAL] Your Medicare
[CUSTOMER][NEUTRAL] This insurance.
[CUSTOMER][NEUTRAL] Uh, my, uh, this insurance, you know, this benefit, yeah.
[AGENT][NEUTRAL] OK, all right. So can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Oh my [PII]. OK.
[CUSTOMER][NEUTRAL] Let me see that boy.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] If you don't know your policy number I can look it up with your social.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, that's great OK.
[AGENT][NEUTRAL] What is that, please?
[CUSTOMER][NEUTRAL] Please, you're
[CUSTOMER][NEUTRAL] My last [PII].
[AGENT][NEUTRAL] No, I'll need the full social to pull up your policy.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me pull your policy in real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Let me get your active policy up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Can I please get you to verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] My uh email [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and I'm showing that we have a PO box for you.
[CUSTOMER][NEUTRAL] Yeah, but that's, yeah, that, because I don't need the house, so I have PO Box 462.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 68, Indiana.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And if we get disconnected, can I call you back on that number you just gave me?
[CUSTOMER][NEUTRAL] Yeah, yeah, yes, yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. OK, I'm showing that you have several insurance policies with our company, but they're through your employer. So your premium is, is deducted through your paycheck and then your employer sends in the premium.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because, you know, I was working with still the last two years I worked with Morales, but with my um solution uh with Team service. But uh when I work in [PII], they say the work like [PII], they tell us go home. So I was applying another work, but they say now it's slow, so I have to wait, but they call me this week or next week. But it's still 2 years I'm working with this stuff.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right, right. OK, so, um,
[AGENT][NEUTRAL] So you're not and I don't mean to be personal, but you're not sure if you have a job with them right now?
[CUSTOMER][NEUTRAL] They give me because you know this, the moment is slow, we have to wait it uh because I do everything, application, everything they'll, uh, they told me maybe next week they can send me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you don't need to pay your premiums over the telephone because that will be taken from your paycheck and sent in.
[CUSTOMER][NEGATIVE] Yeah, but you know, like if I, they take the paycheck, if they call me next Friday, they pay you after 3 weeks, you know? So that's why I wanna keep it this, um, I don't wanna have a field. So that's why I need to pay to keep it this one.
[AGENT][NEUTRAL] OK, so is there certain policies that you're wanting to start?
[AGENT][NEUTRAL] So the thing that with our company is when you're with the group.
[AGENT][NEUTRAL] We can't do any changes because the group is, is the group is the ones that send in the premium in order for you to pay your premium yourself, you can no longer be with the group and then we can send you paperwork to port your policy, which means take it with you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you would no longer be on group and then you could pay by yourself.
[CUSTOMER][NEUTRAL] Oh, so how can I know?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So if
[CUSTOMER][NEUTRAL] What's coming now? They cancel it?
[AGENT][NEUTRAL] No, um, your policy is still showing active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So until we get something right, until we get something from your group stating that you're no longer on the group.
[CUSTOMER][NEUTRAL] So, you wanted me to
[AGENT][NEUTRAL] Then when you work, your premiums will come in.
[AGENT][NEUTRAL] Now, this is with benefits and a card.
[CUSTOMER][NEUTRAL] OK, so, but um.
[AGENT][NEUTRAL] So I don't know if you can.
[AGENT][NEUTRAL] Since you're missing a week, if you can uh pay it through benefits and a card, that might be an option, but I can transfer you to benefits and a card so you could talk to them and see if you can do that.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Would you like for me to do that for you?
[CUSTOMER][POSITIVE] Yeah, it's helpful. Thank you so much.
[AGENT][POSITIVE] OK, you're very, very welcome and I hope you have a wonderful night. It's gonna be a brief hold while I transfer you over, OK?
[CUSTOMER][NEUTRAL] OK, but can you give me the policy number if it is?
[AGENT][NEUTRAL] Yes, yes, you've got several, um, let me give you the first one.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The first one is 259.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 8109.
[AGENT][NEUTRAL] That is your hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have 259-811-0.
[AGENT][NEUTRAL] And that is your group accident.
[CUSTOMER][NEUTRAL] OK. 859-810-9.
[AGENT][NEUTRAL] No, 859-811-0.
[CUSTOMER][NEUTRAL] And then the second one?
[CUSTOMER][NEUTRAL] OK. The 1st 1, 82598.
[AGENT][NEUTRAL] Yes, 259-810-9.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. The 2nd 1?
[AGENT][NEUTRAL] 259-811-0.
[CUSTOMER][NEUTRAL] 2598.
[CUSTOMER][NEUTRAL] 1102598
[AGENT][POSITIVE] Yes, they're gonna go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 110. They're gonna go in numerical order.
[CUSTOMER][NEUTRAL] 112.
[AGENT][NEUTRAL] Your short term disability is 259-811-1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your group
[CUSTOMER][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] Group term life is 259-811-2.
[CUSTOMER][NEUTRAL] Oh, wait, hold on. That's 3, number 32598 11.
[AGENT][NEUTRAL] And then the next one is gonna be 259-811-2.
[CUSTOMER][NEUTRAL] OK. 259-8.
[CUSTOMER][NEUTRAL] 11 2
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the next one is your dental, and that's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so number 3259 [PII] only?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK, 31. OK, continue. OK. 112113. OK, the same number.
[AGENT][POSITIVE] Yes, you got it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, it's gonna be a quick hold while I transfer you over to benefits and a card so they can help you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. OK. Thank you. Have a good day.
[AGENT][POSITIVE] You're very welcome. You, you have a blessed night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. God bless you. Thank you. Have a good.
[AGENT][POSITIVE] You're very welcome. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wel