AccountId: 011433970860
ContactId: f86c79e9-67cb-4a95-95db-92c5412a5429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267429 ms
Total Talk Time (AGENT): 110420 ms
Total Talk Time (CUSTOMER): 115842 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f86c79e9-67cb-4a95-95db-92c5412a5429_20250417T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with UTBA.
[CUSTOMER][NEUTRAL] And I have a gentleman I can give you his social. I'm trying to locate what policies you guys are showing for him.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me just a moment, I'm pulling it up.
[AGENT][NEUTRAL] OK, it looks like he's got
[AGENT][NEUTRAL] Dental
[AGENT][NEUTRAL] Uh, group cancer.
[AGENT][NEUTRAL] Group term life.
[CUSTOMER][NEUTRAL] Mm, he doesn't have, he doesn't have cancer.
[AGENT][NEUTRAL] Um, got that active under.
[CUSTOMER][POSITIVE] But you can keep going. I'm sorry.
[AGENT][NEUTRAL] OK. Uh, group term life, hospital indemnity, and short term disability.
[CUSTOMER][NEUTRAL] I don't know where the cancer one but we have them with the one year term, the dental, the HR 21, and then the short term disability.
[AGENT][NEUTRAL] OK, let me pull it up real quick to make sure I'm not seeing something different.
[CUSTOMER][NEUTRAL] But he said he just called APL and about the medical about getting um his card sent over to him and someone told him that he would be under another provider.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know why he was told that.
[AGENT][NEUTRAL] Hm, that's weird. Let's see.
[AGENT][POSITIVE] And will you give me your name one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] I'm [PII] with UTBA.
[AGENT][NEUTRAL] And what's your good callback number?
[CUSTOMER][NEUTRAL] [PII]. I'm with the agent's office.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Huh, I don't know why he would have been told that. That's strange. Um, hm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Because all he's wanting is a copy of his card and they told him to call us because he would be in a different provider and I'm like I don't, I don't even know what that means but.
[AGENT][NEUTRAL] I don't, don't either. Um, does he want the, uh, do you want me to send them the hospital indemnity and the dental?
[CUSTOMER][POSITIVE] Yes, that's what he needs.
[AGENT][NEUTRAL] OK. HI and dental, OK.
[AGENT][NEUTRAL] Um, let me guess.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, oh, do you mind holding really quick for me one second.
[AGENT][POSITIVE] Yeah, sure, absolutely.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] OK, no worries. OK, so, um, yeah, I can get that sent over to the email address we have on file. Looks like it's a Gmail address, uh.
[CUSTOMER][NEUTRAL] the [PII].
[AGENT][NEUTRAL] Yeah, that's what we have, is that right?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and then um just uh concerned though about the group cancer if we're not, if he's not supposed to be active under that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see on my end, I don't see a cancer policy on him.
[AGENT][NEUTRAL] OK, um, because we've got an effective 4-1-2025.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And that's not something that goes with the one year term or or anything, right? I don't.
[CUSTOMER][NEUTRAL] On your term HR 21, I know that HR 21 has a don't they have a life insurance with it? It's got something extra with it. I wonder if that's what that is.
[AGENT][NEGATIVE] Not sure about that or customer.
[AGENT][NEUTRAL] Yeah, usually wouldn't be split.
[CUSTOMER][NEUTRAL] Does it show how much it is?
[CUSTOMER][NEUTRAL] They do have it split, believe it or not on one of the I think the HS 21 has two is something split. There's one of the policies that splits it splits something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, actually this says group, wait, hold on, let me see. Let me make sure I'm just quoting you the right thing. Hold on one moment.
[CUSTOMER][NEUTRAL] When you see it online.
[CUSTOMER][NEUTRAL] I'm pretty sure it's gonna be part of the HO 21, I bet.
[AGENT][POSITIVE] I'm sorry, it's, it's not cancer, it's group critical illness. So sorry about that. That's my my fault. Sorry about that.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's OK. That's yeah, it goes with the other one, yeah.
[AGENT][POSITIVE] OK. OK, perfect. OK. Um, I'll get his heart.
[CUSTOMER][NEUTRAL] OK, I'll tell him you're gonna email that to him.
[AGENT][NEUTRAL] Yeah, I'll get those sent right now just give it just about 2 minutes, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.