AccountId: 011433970860
ContactId: 0c1badff-7dc5-4aef-ae11-a7e02ede7302
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181580 ms
Total Talk Time (AGENT): 78930 ms
Total Talk Time (CUSTOMER): 90615 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0c1badff-7dc5-4aef-ae11-a7e02ede7302_20250129T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII], and I was trying to find on the website the coverage that I have for cancer.
[AGENT][NEUTRAL] All right, [PII], now I can see, can I help you. [PII], let me have your uh phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right. You have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, let's see, let's see if I've got it right here. Um, I'm on the website now that doesn't tell us, um.
[CUSTOMER][NEUTRAL] OK, I think it is, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm with the Caer ISD.
[CUSTOMER][NEUTRAL] And my group number is 12 0 is that.
[AGENT][NEUTRAL] Uh, I can use your group number. I, no, I can't use your group number. Let me have your social and I'll pull up your policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, verify your mailing address for me.
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see what I can find on you.
[CUSTOMER][NEUTRAL] Yes, but I, I need to take the PO box off.
[AGENT][NEUTRAL] OK, let me, let me, uh, see what we got here. I don't see but one policy for you, 1599043. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what about your email address that you had on file for?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII]
[AGENT][NEUTRAL] All right, now I did pull up a policy for you. And you said you on our website and you got set up on the website? OK, cause I, I, I thought once your policy terminates, you can't get on that website. It looked like this policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, I thought I, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] Uh-huh. You don't have coverage with us, not with our company. Uh-huh, not with our company.
[CUSTOMER][POSITIVE] So I don't have that anymore. OK, that's right. OK, we're in a different one. OK, thank you so much I appreciate it uh uh that'll do me right thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] All right. Anything else I can help you with today?
[AGENT][POSITIVE] Well, you have a great day, [PII]. Thanks for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right bye.