AccountId: 011433970860
ContactId: 2bd4c030-55b3-4152-ab6f-1ccea5e65cde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235029 ms
Total Talk Time (AGENT): 85491 ms
Total Talk Time (CUSTOMER): 131308 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2bd4c030-55b3-4152-ab6f-1ccea5e65cde_20250519T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I guess you need my policy number. I guess that starts with it.
[AGENT][NEUTRAL] Um, I'm sorry, first, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what can we help you with today, [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, I was just checking on my bill because I have myself, my wife, and my son on it, and I didn't know if it was cheaper to take my son off because he's got coverage where he's working at now. He's out of college and he's working and he's got his own coverage there where he's at in [PII]. So I'm kind of like going like, well, I'm not gonna pay for his medical when I have it. I have I have like that, so I'm just checking to see what, what the price difference is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, OK, with getting him removed, we can definitely check that, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's uh 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 31568
[CUSTOMER][NEUTRAL] And I got the group number if you need that.
[AGENT][NEUTRAL] That's OK. I appreciate it though. I'm just gonna verify some information really quick. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. It looks like it is an [PII] account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Perfect. OK, I appreciate you verifying all of that, [PII]. Uh, so the policy number you gave me was actually for a dental policy, uh, that terminated [PII], and you currently don't have any active policies with us. That is the only policy you had with us.
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][POSITIVE] Well, that's interesting.
[AGENT][POSITIVE] I would definitely get with your employer as to see who that might be through.
[CUSTOMER][NEUTRAL] Well, in that case, then I don't know.
[CUSTOMER][NEUTRAL] OK, yeah, I, I'm just trying to get a hold of the people.
[CUSTOMER][POSITIVE] Because, um, anyway, I'll get a hold of them, find out what's going on because I, because I thought I had in life insurance and stuff for the medical, not life insurance, but medical, so I'm going like, OK, cool, life's good.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Definitely well I mean you probably do it just may not be through us.
[CUSTOMER][NEUTRAL] And then so
[CUSTOMER][POSITIVE] OK, well if I don't have anymore that's cool I'll just.
[CUSTOMER][NEUTRAL] File that away so life's good and then I'll reach back out to the broker I went through and I'll talk to [PII] and see what she has.
[AGENT][POSITIVE] Perfect sounds good. I'm sorry there's not more I can do to help.
[CUSTOMER][NEUTRAL] So we'll go from there.
[CUSTOMER][POSITIVE] No, no, you have a wonderful day. I take it you're in [PII], right?
[AGENT][POSITIVE] All right, you too, [PII]. Thank you. I am. We got a big day.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] I could
[CUSTOMER][POSITIVE] Well, yeah, it's a good day. I mean, I, I'm from [PII], so just south of you about 3 hours.
[AGENT][NEUTRAL] No, we got, OK, well, hi neighbor.
[AGENT][NEUTRAL] Watch that weather today. I don't know what part of [PII] you're in.
[CUSTOMER][NEUTRAL] Hey, how are y'all doing?
[CUSTOMER][NEUTRAL] Well, Fort Worth area, but I, I lived there and then I moved to [PII] for work, but when they offer you a.
[CUSTOMER][POSITIVE] Like a 25% increase in money and they pay a great big shit thing to move you to [PII] and you get to live close to the beach. I'm going, yeah, OK.
[AGENT][NEUTRAL] There you go. Why would you say no?
[CUSTOMER][NEUTRAL] Yeah, I mean, you can always move back.
[AGENT][POSITIVE] There you go, exactly.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] All right well I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] So anyway,
[CUSTOMER][POSITIVE] You too ma'am thank you so much and have a wonderful day.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye. Bye bye.