AccountId: 011433970860
ContactId: 21819bbc-6a51-49f0-ada8-af24200e26e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171360 ms
Total Talk Time (AGENT): 54913 ms
Total Talk Time (CUSTOMER): 90111 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/21819bbc-6a51-49f0-ada8-af24200e26e6_20250107T14:09_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have a couple of questions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the first one is um.
[CUSTOMER][NEUTRAL] I, I don't have no medical cards.
[CUSTOMER][NEUTRAL] I'm trying to get medical cards for me and my daughter that I signed up for it, medical. Then I got some.
[CUSTOMER][NEUTRAL] I don't even know what this is. paper saying accident injury, if I wanna carry on something.
[CUSTOMER][NEUTRAL] But they told me I had to send, fill it out and send it back in.
[CUSTOMER][NEUTRAL] At the time of the Smith.
[AGENT][NEUTRAL] OK, I can help you with that. Um, hold on just a second.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] I guess the policy number is
[CUSTOMER][NEUTRAL] 0255
[CUSTOMER][NEUTRAL] 2284
[AGENT][NEUTRAL] OK, thank you. And can I get your name, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII] and hold on just a moment while I pull that policy up.
[CUSTOMER][NEUTRAL] they can.
[CUSTOMER][NEGATIVE] Cause I got two of them and um lost.
[CUSTOMER][NEUTRAL] to.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] This one is for limited visit and medical plans.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Another one is for accidental injury.
[CUSTOMER][NEUTRAL] today.
[AGENT][NEUTRAL] Alright, this is um an accident, a group accident plan that was taken out through right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At school.
[AGENT][NEUTRAL] And, uh, it looks like they sent in something to cancel it as of [PII]. And that's just letting you know that if you wanted to, you could continue the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Why are they canceling it?
[AGENT][NEUTRAL] You would have to get with your employer and and check on that.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] that's. So they try to give me my money back that I put into it.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] You would have to get with them on, on the premium and and why they canceled it and everything.
[CUSTOMER][NEUTRAL] Alright, that's for both of them medical too?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, well, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEGATIVE] I need to cancel this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What day did they cancel this?
[AGENT][NEUTRAL] Uh, as of [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a good day, Mrs. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm.