AccountId: 011433970860
ContactId: 1fed5655-b5fd-46fe-abcc-3e55842d61b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263750 ms
Total Talk Time (AGENT): 101667 ms
Total Talk Time (CUSTOMER): 66361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/1fed5655-b5fd-46fe-abcc-3e55842d61b2_20250217T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to check the status of a claim that I had put in.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status and um may I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mister [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have a claim number.
[AGENT][NEUTRAL] OK, go ahead with the claim number.
[CUSTOMER][NEUTRAL] It's 3562311.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull the claim and the policy.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII], and my address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. I see.
[AGENT][NEUTRAL] I'm waiting on the documents to pull up, so it's indicated that the services rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, why was coverage terminated if I'm still, um, it's still coming out of my paycheck?
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Like, uh, I don't know, it's because our school switched over from um um
[CUSTOMER][NEUTRAL] What do you call it? uh, insurance?
[AGENT][NEUTRAL] It more than likely that's the reason um they probably did not keep this policy. Um, let me check the group, OK? One moment.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes, ma'am, cause I, I mean, I'm paying for it out of my insurance.
[AGENT][NEUTRAL] It's probably through another entity, but let me check and see if if the groups still with us or not, OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, the group is no longer with us.
[AGENT][NEUTRAL] Yeah, they probably just changed companies.
[CUSTOMER][NEUTRAL] OK, so what do I have to?
[AGENT][NEUTRAL] Uh, you need to contact the employer and ask them to see who they got right now.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] The, I need to contact the back of like my insurance card.
[AGENT][NEUTRAL] No, you need to contact um the Independent School District and check and see who are they working with right now because um they, they don't have our policy or product any longer so that means they're probably working with another company. So you just need to call them and see who they're working with right now.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.