AccountId: 011433970860
ContactId: d34dd352-c48d-4071-8f56-3ab3cba39620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504450 ms
Total Talk Time (AGENT): 217226 ms
Total Talk Time (CUSTOMER): 191477 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d34dd352-c48d-4071-8f56-3ab3cba39620_20250204T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanted to call for confirmation for my benefits.
[AGENT][NEUTRAL] OK, and you're calling for confirmation for I didn't catch the second part, sir.
[CUSTOMER][NEUTRAL] Um, for my benefits, health benefits.
[AGENT][NEUTRAL] Your benefits, OK, I can help you with your benefit information. Can you please give me your name and your callback number, sir?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] That's my, that's my question, so I was.
[CUSTOMER][NEUTRAL] Um, employed or I should say I, I was on a contract, I left and I came back within I think 2 months, so I called earlier and um and so I'm not sure if I'll still have the same policy number so they said I would have to check because now I'm back with the company and um so and someone said that I was back within like the time frame so I wanted to check. I do have a policy number though that I can give you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir, please.
[CUSTOMER][NEUTRAL] Yes, uh 0251.
[CUSTOMER][NEUTRAL] 636-4 and this is for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII] let me look it up real quick.
[AGENT][NEUTRAL] And we'll look and see what's going on.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, sir, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then for security reasons I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Sure, it should be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then the phone number gave me to call you on if our call gets disconnected is that your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So looking at this policy, this is your dental insurance. I do see that the policy is active, effective [PII].
[CUSTOMER][POSITIVE] OK, so it's still, it's still good.
[AGENT][NEUTRAL] Yes sir, it's yes it's still active it's not lapsed.
[CUSTOMER][POSITIVE] OK awesome and is how do I get connected to health benefits?
[CUSTOMER][POSITIVE] Because actually I thought this was, I, I mean I'm glad I, I.
[AGENT][NEUTRAL] That's the same same line that you're.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, same one.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] Sir, so I'm looking at, yes sir, I'm looking at your, your hospital indemnity plan is active.
[AGENT][NEUTRAL] Uh, your group accident is also active.
[AGENT][NEUTRAL] So is your group term life.
[AGENT][NEUTRAL] And all of them are effective [PII].
[CUSTOMER][NEUTRAL] Oh, so there it's still, I guess, OK, I, I guess everything's good then from.
[AGENT][POSITIVE] Yes, sir. Looks like all your policies were reactivated. Yes, sir. Everything looks good, looks like all of your policies were reactivated after you left and then when you came back, they got reactivated.
[CUSTOMER][NEUTRAL] From what I understand, is that correct?
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] Got it, got it, and then is there a, um, I guess.
[CUSTOMER][NEUTRAL] Uh, in-house providers that I can talk to as far as, um, you know, checkups or.
[CUSTOMER][NEUTRAL] Um, as far as health, and then, oh, you know what, I, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you be able to email that to me to the email address?
[AGENT][NEUTRAL] OK, so on your.
[AGENT][NEUTRAL] Uh, well, there's a number that you need to call. I can give you the phone number and you can call them and find out where your providers are for your area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that phone number is [PII].
[AGENT][NEUTRAL] 457.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me give you your health policy number.
[CUSTOMER][NEUTRAL] 440.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 251-636-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome. OK. And then for and then um.
[CUSTOMER][NEUTRAL] So that's [PII] is the phone number and then policy number is 251-6361.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome and then um and then as far as for, um, dental is vision included as well? I just wanted to make sure because I think I have a vision card as well for um.
[AGENT][NEUTRAL] Now the vision is going to be with another company we don't do the vision insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh God it's MetLife, correct?
[AGENT][NEUTRAL] I'm not sure who your company has it through, but as of right now we don't have any kind of vision insurance with our company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. OK, that's totally fine. Um, and then as far as cleaning because I wanted to get my teeth cleaned, um, uh, I know that you get like 22 a year, yeah, so can you tell me if possible what's available to me right now, if any?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As far as cleanings go, let me look and see if you've had any claims for those.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I think I had one in [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] Looks like we had a claim for that in August, [PII], wait, wait, wait, I take that back.
[CUSTOMER][NEUTRAL] September.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh doctor
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Oh, got it. OK, so would I, would I be able to get to get the next one? would that cover?
[AGENT][NEUTRAL] So [PII], uh, let me pull your policy, your, um, benefits up real quick so I can look at it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Because if so I was gonna make a phone call actually as soon as I get off the phone with you.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It's just taking a minute to pull in for me.
[CUSTOMER][POSITIVE] Oh no worries.
[AGENT][NEUTRAL] OK, so your cleaning is once every 6 months. You had it done September.
[AGENT][NEUTRAL] Did I say the [PII]? I got off that screen. Let me look again.
[CUSTOMER][POSITIVE] Yeah, that sounds about right, yeah.
[AGENT][NEUTRAL] OK, the [PII], so [PII], [PII], [PII] would be 5 months, [PII].
[AGENT][NEUTRAL] would be 6 months.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it's every 6 months.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Got it, got it. OK, alright, that's not a big deal. I can wait until then. OK, um, alright, I think that's, uh, that's it. I really appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's no problem at all. I enjoyed helping you. I'm glad you're back on board with us and everything worked out good for you.
[CUSTOMER][POSITIVE] Me too, thanks a lot.
[AGENT][POSITIVE] You're welcome. You take care, sir. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.