AccountId: 011433970860
ContactId: 066292a0-b875-48b2-88e5-b89283382199
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367519 ms
Total Talk Time (AGENT): 103859 ms
Total Talk Time (CUSTOMER): 198846 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/066292a0-b875-48b2-88e5-b89283382199_20250220T18:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I, I have APL through my, my company for so many years.
[CUSTOMER][NEGATIVE] Unfortunately, after, after 10 years of working in that company, I got laid off.
[CUSTOMER][NEUTRAL] The reason why I was calling you guys is uh.
[CUSTOMER][NEUTRAL] How can I get uh keep with uh uh how, how can I keep
[CUSTOMER][NEUTRAL] Having the the APL services and how much I have to pay uh monthly, you know, I would like to know all that.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, yes. My phone number is [PII].
[CUSTOMER][NEUTRAL] 95
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] And do you have your policy?
[CUSTOMER][NEUTRAL] I also have
[CUSTOMER][NEUTRAL] Yes, I do. I do have my card right in front of me. Let me see. I have uh the group and uh payer ID uh which one, would you like?
[AGENT][NEUTRAL] Do does it have something on there with the inpatient outpatient certificate number or something like that?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I also have uh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I can look it up by your social.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] OK, OK, it's a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your date of birth, Ms. [PII], Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I verify your address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And can I verify your email address, please?
[CUSTOMER][NEUTRAL] Uh, I, I believe the one that I must have it on file is my first name [PII].
[CUSTOMER][NEUTRAL] Then the score [PII] or my old company's email. I am not sure you know at this point.
[AGENT][NEUTRAL] OK, that the first one you gave me is not the one we have on file.
[CUSTOMER][NEUTRAL] OK, but, uh, what about my company mail at a sausa at
[CUSTOMER][NEUTRAL] Uh, so the Toyota.
[CUSTOMER][NEUTRAL] I don't really it to remember right now. I saw it.
[AGENT][POSITIVE] That's the one we have, Mr. [PII]. Thank you.
[CUSTOMER][NEUTRAL] OK, uh, uh, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you were wanting to know uh how to keep this policy?
[CUSTOMER][NEUTRAL] Yes, if I would like to keep the policy and you know, as I'm no longer with the company, how much I would have to pay a month if it's, uh, if it is some kind of a con uh con con.
[CUSTOMER][NEUTRAL] Tracked
[CUSTOMER][NEUTRAL] For a year contract, 6 month contract, you know, all that kind of stuff.
[AGENT][POSITIVE] OK, I can get you to customer service. They will be able to help you with that. I'm in the claims department, so I'm gonna transfer you over to them. Hold on just a moment. You have a good day, OK? You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. You too, ma'am. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], I have a man on the phone that his he not working in his group anymore and he wants to know how to keep his policy, how much it will be and all that.
[CUSTOMER][NEUTRAL] OK, what's that number and I can help you, [PII].
[AGENT][NEUTRAL] He is the insured on the policy. His callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His policy number is 01852271.
[AGENT][NEUTRAL] And I already verified everything.
[CUSTOMER][POSITIVE] Wonderful, give me one moment, let me make sure I do have the right.
[CUSTOMER][NEUTRAL] Policy to take motors.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Salsa, Sasa.
[CUSTOMER][NEUTRAL] Salsa
[AGENT][NEUTRAL] Uh-huh. Salsa.
[CUSTOMER][NEUTRAL] I said so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, oh, he's gotta go to his employer. I'm thinking out loud got to his employers.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, put, put him on through.
[AGENT][NEUTRAL] I guess he's wanting cobra.
[AGENT][NEUTRAL] What he's wanting to do.
[CUSTOMER][NEUTRAL] OK, I, I'll let.
[CUSTOMER][NEUTRAL] I think that's all gonna go through his employer if I'm not mistaken because that's who he's gonna be paying to see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I, I'm thinking out loud, but yes, put Mr. [PII] through.
[AGENT][POSITIVE] OK. Thank you. Thank you, [PII]. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] And I'll do my best to assist him. Thank you, ma'am. Bye dear.