AccountId: 011433970860
ContactId: 25285463-1026-423c-bd40-8b2db428e38b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607690 ms
Total Talk Time (AGENT): 195131 ms
Total Talk Time (CUSTOMER): 160937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/25285463-1026-423c-bd40-8b2db428e38b_20250123T13:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. Um, I wonder if you could verify for me if, um, if I'm cause they're not taking any deductions on my check.
[CUSTOMER][NEUTRAL] And I'm about to go into surgery in a month, so I wanna know um
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, ma'am. I can check on that.
[CUSTOMER][NEUTRAL] You need my Social Security?
[AGENT][NEUTRAL] Uh, yes ma'am, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am, just one second, let me check on that for you.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ay.
[AGENT][NEUTRAL] Can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] Thank you and is a good call back number the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes ma'am, and you just want to make sure your policies are still active.
[CUSTOMER][NEGATIVE] Yeah, cause I'm about to go into a surgery in February and I wanna make sure that my disability is active, but they're not taking any deductions, that's the problem.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] It it was it states the future lapse dates [PII] for the group um let me see if I can get you over to customer service and um let me figure and maybe they can figure out why um if that group canceled with us just one second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have Miss [PII].
[AGENT][NEUTRAL] I'm not, I can't even pronounce her last name, um, but she has a disability policy.
[AGENT][NEUTRAL] Um, it's 23.
[AGENT][NEUTRAL] 431 56.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I show it's paid to 81-2025, but if you go on PIDAT, it shows that there's a future lapse date of [PII].
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah. So I don't know what to, she's checking on her disability and I don't know what to tell her.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] You're gonna need to get with um.
[AGENT][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Billing, yeah, it's it's rolling in it's it's semi monthly and it's rolling in monthly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I believe now it's 13 pay. I don't know what it's doing. Yeah, get with billing and see what's going on with that because it shouldn't be paid up to 81 of 2025.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, alright, thank you.
[CUSTOMER][POSITIVE] All right thank you bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] the claims.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hey, I have Ms. [PII], I can't even pronounce her last name, um, on the phone, um, her policy number?
[AGENT][NEUTRAL] It's 234-3156.
[CUSTOMER][NEUTRAL] OK, hold on, let me pull that up.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she's saying she's gonna go out on disability. I'm showing the policy is paid to 81-2025, but on PIDAT it is showing um that it, it lapsed um 11-2025, so, um, I'm confused.
[CUSTOMER][NEUTRAL] Um, that's a good question. I don't know anything about that, [PII], to be honest with you.
[CUSTOMER][NEGATIVE] And I hate to say that, but I don't, I don't know how that works.
[AGENT][NEUTRAL] Let me see if [PII]'s here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, [PII] would probably know about that.
[AGENT][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I don't know anything about whenever we have the future laps date and it's paid.
[CUSTOMER][NEUTRAL] Ahead like that. I
[CUSTOMER][NEUTRAL] Uh, I don't know, and I do apologize, but I am gonna have to find out, so I will know in the future.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm, I'm gonna investigate that myself, but in the meantime, I.
[CUSTOMER][NEUTRAL] Yeah, [PII] would probably know.
[CUSTOMER][NEUTRAL] About that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do not and I do apologize, but I'm gonna find out.
[AGENT][NEUTRAL] OK. That's.
[AGENT][NEGATIVE] And I don't either. I'm like, I don't know. I don't know what to tell this poor lady.
[CUSTOMER][NEUTRAL] Right, right. Um, hmm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry. I wouldn't much hate.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] That's right. I'll get with [PII].
[CUSTOMER][POSITIVE] All right, dear. Thank you. You have a good day.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hay.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I am so sorry about that. I am still still researching on.
[AGENT][NEUTRAL] Still researching that for you. Can I um give you a call back when I find something out?
[CUSTOMER][NEUTRAL] Sure, what would be your number?
[AGENT][NEUTRAL] Um, my number is [PII]. Um, it might come over as an [PII] number. Um, I'm not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not really sure, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] All right, I'll, that's fine. I'll wait for you to call me. Thank you.
[AGENT][POSITIVE] Thank you so much, [PII]. I'll get back to you as soon as I can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] But