AccountId: 011433970860
ContactId: 13b0bfa5-f3ce-48ab-9e5e-d8654195b54b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201350 ms
Total Talk Time (AGENT): 89499 ms
Total Talk Time (CUSTOMER): 97861 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/13b0bfa5-f3ce-48ab-9e5e-d8654195b54b_20250430T20:33_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just have a quick question. I have found a insurance card from American Public Life.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just wanna know if the card's any good. It's been a while since um my job has offered this card, and if it's not, I just wanna discard it, but I have a policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] That it has on the card is um 107.
[CUSTOMER][NEUTRAL] 9355
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And then it has a group number on here as well.
[AGENT][NEUTRAL] OK, that's OK. I don't necessarily have to have that and so you just wanna verify if this policy is still active or not, right?
[CUSTOMER][POSITIVE] Yes ma'am, uh huh yes ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. Well, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment to get your information pulled up please, and I will.
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you.
[AGENT][NEUTRAL] You're welcome. And I will need to verify several things with you first, um, for security purposes.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is another last name that we could have had for you?
[CUSTOMER][NEUTRAL] Um, it would have been my married name at the time and that was [PII] and that's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you, and the address that we would have had on file for you at that time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh boy, let's see the two addresses, um.
[CUSTOMER][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] I think it was [PII] and that's in [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The zip code there was [PII].
[CUSTOMER][NEUTRAL] 03 or either [PII], that's been a while ago.
[AGENT][NEUTRAL] OK. OK. And then if you could just verify the last four of your social, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, this is an old policy and it's no longer active. This policy hasn't been in effect since [PII]. So yes, ma'am, you can get, you can discard that one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] Well, you're certainly very welcome. And is there anything else, Ms. [PII], that I can help you with today?
[CUSTOMER][POSITIVE] Oh no ma'am, no ma'am, I'm good thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too alright bye bye bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.