AccountId: 011433970860
ContactId: dbf9b80a-1b33-463b-b2bc-e0f978f08ce0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265519 ms
Total Talk Time (AGENT): 95884 ms
Total Talk Time (CUSTOMER): 82499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/dbf9b80a-1b33-463b-b2bc-e0f978f08ce0_20250529T17:48_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] Yes, hi, my name is [PII]. um, I have a policy through you guys.
[CUSTOMER][NEUTRAL] But my wife said she went to the doctor and they say it's not covering all that stuff. So she's trying to see how can I, is there a way that I can take her off the insurance and just just let it be me.
[CUSTOMER][NEUTRAL] Or would I have to wait till like another, I guess the enrollment period or whatever.
[AGENT][NEUTRAL] Um, let me pull up the policy and see, um, you may have to go through your employer, but I can let you know for sure. Um, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, phone number [PII]. I don't know the policy number. Can I give you my social security number?
[AGENT][NEUTRAL] Yes, sir, that's fine.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop up here. Hold on one second.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, this is for the medical policy you said, yeah.
[CUSTOMER][NEUTRAL] Yes, she got medical, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. Email is [PII]. And what else you say you need it?
[AGENT][NEUTRAL] Um, the just the mailing address. Mhm.
[CUSTOMER][NEUTRAL] The address?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. Um, so yes, if you wanted to make any changes to the policy, you would have to go through the employer, um, because the policy comes from the employer. Um, I can give you the number and transfer you over to benefits and the card if you'd like.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Waiting for it to come up.
[AGENT][NEUTRAL] Alright, so for benefits in the card, the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK now.
[AGENT][NEUTRAL] All right, and before I transfer you over, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Oh no, that's all.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and hold on one moment. I'm gonna get a representative and then connect everybody together, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a car. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with APL. How are you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm doing good. Um, I have a member on the other line who wants to remove their spouse on the policy.
[CUSTOMER][POSITIVE] Sure thing, you can go ahead and get them transferred over.
[AGENT][NEUTRAL] OK, hold on one moment. Did you need anything from me or are you OK?
[CUSTOMER][NEUTRAL] Oh, no, it's OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Good afternoon.