AccountId: 011433970860
ContactId: 1e912e5a-7eaf-4917-b558-9beff782f8d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444739 ms
Total Talk Time (AGENT): 114210 ms
Total Talk Time (CUSTOMER): 126774 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/1e912e5a-7eaf-4917-b558-9beff782f8d4_20250110T23:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] Yes, I was returning someone call regarding my cancer policy, I guess.
[CUSTOMER][NEUTRAL] Oh, I can
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you my name and a social. I don't have the actual number for the group policy, but y'all should have that when you pull up my name, you probably see what I have. I have the group policy with the hospital and the accident and the cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, ma'am. Can I get your name first and your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] Uh-huh. Sure. Sure, [PII].
[CUSTOMER][NEUTRAL] And my date of birth is [PII]. My phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Miss [PII], can I get your social security number and that'll pull in all your policies for me.
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] OK, let me repeat it back to you, make sure I heard it correctly. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me pull you in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons, um, you did give me your date of birth, but can you give me your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my email address is [PII]. My phone number again is [PII], and my address is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying your policy for me. All right, let me look and see who it was that you spoke to last so that you can return the call on your cancer policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, they actually left a message for me on my voicemail. That's why I'm calling.
[AGENT][NEUTRAL] OK, and you don't remember the.
[CUSTOMER][NEUTRAL] And she was saying something about the cancer policy. No, I don't remember her name.
[AGENT][NEUTRAL] Did the voicemail say anything about porting the policy or?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did she give you any
[CUSTOMER][NEUTRAL] Well, it's supposed to be reported already. She was just saying they did set up, I think the, either the accident or the hospitalization, but they needed something to set up the cancer, something about the cancer policy.
[AGENT][NEUTRAL] OK, let me look and see that gives me a little more information I'll try to find out who it was that tried to contact you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I do see that your group accident policy was set up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEGATIVE] So still have the cancer and the hospitalization.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I am going to contact somebody real quick uh room service to see um if they know who it is that tried to reach you. I'm gonna put you on a brief hold, Miss [PII] while I try to get a hold of somebody. OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. I did find out who called you and it was [PII] that called you so I'm going to transfer you to Miss [PII] now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. You have a good weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, it's me. I was trying to write you back and tell you I already called you direct.
[CUSTOMER][NEUTRAL] That's OK. Yeah, so.
[AGENT][NEUTRAL] But she's on the other line. OK, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you bye.