AccountId: 011433970860
ContactId: 2c34c7eb-7b59-4538-a5b4-9e44c5783347
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388750 ms
Total Talk Time (AGENT): 161540 ms
Total Talk Time (CUSTOMER): 156059 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2c34c7eb-7b59-4538-a5b4-9e44c5783347_20250102T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is Miss [PII]. I was just calling to contact you to see if my insurance that I have for y'all still in effect.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I had totally forgot about the policy and I was just going through my safe and run across it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes ma'am I can help you with that for sure um can you spell your first name for me and give me your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the number I can call you back on if we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, and then what is your policy number?
[CUSTOMER][NEUTRAL] OK, you're talking about the coverage ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 746-061425
[AGENT][NEUTRAL] OK, and this is an individual policy for yourself?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's all, that number is a little long. Do you see uh.
[AGENT][NEUTRAL] An inpatient or outpatient certification number or anything on there that says certification number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Specialist ID number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What do we have.
[AGENT][NEUTRAL] And, and I can look it up with your social security number if you wanted to give that to me, it'll pull it in.
[CUSTOMER][NEUTRAL] OK, hang on, let me see. I'm sending through your papers.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You you might it'll it may say policy search number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I've had this thing since I think [PII] or [PII].
[AGENT][NEUTRAL] Oh wow, that's a long time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I said I forgot all about it. I had to cover and cover call another insurance company that's been in my state that I had thought about for years. I guess we're gonna have to go by social security.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK, you can go ahead and give that to me and I'll pull it in that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[CUSTOMER][NEUTRAL] I'm assuming I picked this up through the school.
[AGENT][NEUTRAL] OK. I do have you pulled up, Ms. [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh good God, I, I don't even know if the same email address or not. Uh, address is [PII].
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] And you might can try uh lowercase my name [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] The number [PII]. Like I said, I, I haven't got on in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] In years on anything on the internet or anything.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. That's the email address that we have for you actually. OK, so I am looking at your policy.
[AGENT][NEUTRAL] And you have a group cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you did get it through Mid Texas Educator Benefits co op and it's paid to [PII] of [PII]. It's still active, but payment is due.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did you, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm sitting here looking at two different insurance policies that from two different companies that covers the same thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So that's why I was calling to see about if it was still in effect or or if it was out a warranty or whatever. So if it's going out, yeah, go ahead and let's just cancel like I said, I've got some through mutual life that covers the same thing you cover.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so are you still with um the school district because we're showing that, yeah, we're showing you're still on group.
[CUSTOMER][NEUTRAL] The school?
[CUSTOMER][NEUTRAL] Oh yeah, I'm still there. I just go ahead. You still have the same, the same account number to pull out by the month?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you.
[CUSTOMER][NEUTRAL] That's on file because that's how I've had it done is automatically.
[AGENT][NEUTRAL] OK, so on this policy we're showing that you're still with the group and so it's payroll deducted.
[CUSTOMER][POSITIVE] OK, then we're good. OK. Yeah, I'm still with them.
[AGENT][NEUTRAL] Yes, ma'am. Would you like the policy number?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] Yes, ma'am. It's 252.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 33,730.
[CUSTOMER][NEUTRAL] OK, 252-3730.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] All right, well I sure appreciate and I appreciate your time.
[AGENT][POSITIVE] Well, it's no problem at all, Ms. [PII]. We appreciate you being a longtime customer. Thank you so much.
[CUSTOMER][NEUTRAL] 24 years, girl. I don't know if I'll make it more than that, but 24 years.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, we'll pray that you do.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Yeah, it's just the kids are getting out of control and they have more rights and and stuff than we do anymore. You can't even hardly discipline them anymore.
[AGENT][NEUTRAL] My daughter-in-laws.
[AGENT][NEUTRAL] Yes, she, my, my daughter-in-law is a school teacher here in [PII] and she, yeah, we, I just saw her yesterday and she was talking about that herself.
[AGENT][NEUTRAL] That's crazy.
[CUSTOMER][NEGATIVE] Yes, it's crazy. It's just no respect of any kind anymore.
[AGENT][POSITIVE] Right, that's true. OK, well, you have a blessed day and thank you so much for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, you too. Happy [PII]. Alrighty, bye.
[AGENT][POSITIVE] All right, bye-bye, ma'am. Happy [PII]. Thank you.
[AGENT][NEUTRAL] Bye bye.