AccountId: 011433970860
ContactId: 0b1ddb13-b7a1-4ba4-89a4-d314a0c37272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191929 ms
Total Talk Time (AGENT): 65245 ms
Total Talk Time (CUSTOMER): 80955 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0b1ddb13-b7a1-4ba4-89a4-d314a0c37272_20250514T19:34_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]. My name is [PII]. I actually just had a quick question. I was trying to upload a wellness form for my husband here and whether I, uh, well, I'm just not seeing that I'm able to, I'm only able to do it for myself, and I just wanna make sure everything looks good on your end and get some pointers maybe.
[AGENT][NEUTRAL] OK, um, are you the policy holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I believe it's um 231.
[CUSTOMER][NEUTRAL] 9782
[AGENT][NEUTRAL] OK, looks like, let's see.
[AGENT][NEUTRAL] And do you have your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then can you verify your address and your email address?
[CUSTOMER][NEUTRAL] Yes, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then just in case we're disconnected, do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Are you getting, uh, I, I do show this policy is termed, is it for a date of service before it was termed? Looks like it was turned on [PII].
[CUSTOMER][NEUTRAL] Um, I'm not sure why it would have been, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have no idea. Is it termed on my end also on my husband's?
[AGENT][NEUTRAL] Uh, yes, it looks like you were the policyholder and then it was um,
[AGENT][NEUTRAL] He was uh dependent under your policy.
[AGENT][NEUTRAL] Like it terminated [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm, I have no idea why I know it's payroll deducted every.
[CUSTOMER][NEUTRAL] Uh, every, at least I think it still is every, um, once a month on my paycheck.
[AGENT][NEUTRAL] OK, um, you're with the Transport Workers Union, is that right?
[CUSTOMER][NEUTRAL] Yes, uh, well, Southwest Airlines, it would be Transport Workers Union 556.
[AGENT][NEUTRAL] Yes, um, so what I would suggest is to contact your human resources. Um, maybe they switched groups, uh, that's possible, um, but we have it terminated, um, as a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and just to clarify, that's for myself and my husband, correct?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, uh, I'll reach out to you Southwest and thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too. Goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye.