AccountId: 011433970860
ContactId: 2d88a322-a75c-4fde-9b0e-0665cdc967ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353480 ms
Total Talk Time (AGENT): 91308 ms
Total Talk Time (CUSTOMER): 157113 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2d88a322-a75c-4fde-9b0e-0665cdc967ae_20250402T14:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling to see if I'm a part of your group or not. I don't know if y'all service was offered through our agency or what, um, co-workers.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Refer me, can you check to see?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can check that for you. Um, let's see. Do you have a, can I get your social security number or last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Social security number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, sorry, can you repeat that for me, please? So sorry about that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me just a moment pulling it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like we had a plan quite a while back. It looks like it was terminated at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I did have the plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, I have another coworker wanna check on her status.
[CUSTOMER][NEUTRAL] You hold just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And this this was offered to our job, right?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Through our employer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me double check, hold on one moment.
[CUSTOMER][POSITIVE] And yeah we'll get it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it was.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] It was OK, is there any way possible that you can enroll again?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][NEUTRAL] Um, no, you would wanna check with your human resources and see if they still offer anything similar to this or.
[AGENT][NEUTRAL] Um, you'd have to check with HR, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, hold on, here you go.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's that I had to go the terminal.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you? Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Yes ma'am. My name is [PII]. I was trying to see if I had the insurance. Let me, let me give you my social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] And all that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And could you repeat your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, it looks like this used to be a policy as well, and that terminated [PII].
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]. Wow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I was, I was explaining to check with your human resources and they should be able to help you and maybe they switched to a different carrier or they're offering different stuff now or something.
[CUSTOMER][POSITIVE] OK, wow.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] I don't know, but OK, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, I have somebody else who wanna ask you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why who terminate yours? Hey, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Alright, I guess you say oh we just in a line this morning. Um, my name, my name is [PII].
[AGENT][NEUTRAL] OK, do you have your social?
[CUSTOMER][NEUTRAL] Yeah, I do. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I mean not even me.
[CUSTOMER][NEUTRAL] It's on the floor.
[CUSTOMER][NEUTRAL] But I'm thinking
[CUSTOMER][NEUTRAL] You like that and you do that? You be singing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Running a little slow here. Hold on one moment.
[CUSTOMER][NEUTRAL] What y'all do.
[CUSTOMER][NEUTRAL] You OK, you OK.
[AGENT][NEUTRAL] Um, I didn't pull your name up in the system.
[CUSTOMER][NEGATIVE] I know you have no credit so.
[CUSTOMER][NEUTRAL] OK then, cause that might not have what because when y'all had that offered here.
[AGENT][NEUTRAL] Uh, looks, looks like it was over 10 years ago.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][POSITIVE] OK, I don't think I would see her then. OK, thank you so very much. We appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You have a great one too. Bye bye.
[AGENT][NEUTRAL] Bye.