AccountId: 011433970860
ContactId: 0947b78a-4b97-4897-8f40-084ce708238d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295760 ms
Total Talk Time (AGENT): 134168 ms
Total Talk Time (CUSTOMER): 122217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0947b78a-4b97-4897-8f40-084ce708238d_20250530T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] Uh, I can't just called but um apparently couldn't, uh, other line couldn't hear me, so I wanna make sure.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I am calling in regards to my account. Um, I just was going through my paperwork trying to get everything all squared away here, um, but it doesn't have any information like as far as uh.
[CUSTOMER][NEUTRAL] And it just has like,
[CUSTOMER][NEUTRAL] General information that doesn't have my uh oh maybe those here account number or anything like that on there.
[AGENT][NEUTRAL] OK, alright, I can look up your policy number. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And it's um callback number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], and if you give me your social security number, that'll pull in all the policies that you have with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure. Um, [PII].
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][POSITIVE] Because on here I have a letter that um MetLife became my new carrier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's look and see.
[AGENT][NEUTRAL] OK, Ms. [PII]. I think I have found you. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then I'm also going to need your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, our current address is [PII]. And what else did you need the email uh [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII]. Uh, what kind of questions did you have about your policy?
[CUSTOMER][POSITIVE] Um, well, that was one of them. I had this one that said, um, that MetLife became my new carrier.
[CUSTOMER][NEUTRAL] So I was wondering, um replacing my accident cancer and critical illness and long-term disability benefits.
[AGENT][NEUTRAL] Right, so all of those policies are no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so what is active with you?
[AGENT][NEUTRAL] Uh, and it's
[AGENT][NEUTRAL] Means that they're no longer.
[AGENT][NEGATIVE] You can't use them. They lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you can like anything that you may need to claim.
[CUSTOMER][NEUTRAL] And what, why is that, do you know?
[AGENT][NEUTRAL] Because the um group that you're with went to a different carrier.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what is active with you then?
[AGENT][NEUTRAL] We don't have any active policies at this time.
[CUSTOMER][NEUTRAL] With for me.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] OK, so you guys are just no longer carrying me at all, that's what I was calling to try to figure out.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. You're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, and you wouldn't have any more advice from there as far as who we went over to, or?
[AGENT][NEUTRAL] I can look up um now they didn't give us any information about who they went to but I can look and transfer you on over to another number that can help you as far as uh finding out who you're insured with now.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me look that up real quick.
[AGENT][NEUTRAL] OK, and let me give you the phone number I'll transfer you but I wanna give you the phone number just in case the call gets dropped along the way you'll have the number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. The, the number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so it's gonna be a, you're very welcome. It's gonna be a quick hold while I transfer you over. Is that everything I can help you with today, Miss um [PII] before we go?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, it is. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you