AccountId: 011433970860
ContactId: 2de72c05-5e9b-4be9-9cb1-7aa5c3314ec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202179 ms
Total Talk Time (AGENT): 79420 ms
Total Talk Time (CUSTOMER): 81851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/2de72c05-5e9b-4be9-9cb1-7aa5c3314ec4_20250226T16:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am calling to first just um verify that I have a policy with you.
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], do you happen to have a policy number or no?
[CUSTOMER][NEUTRAL] Uh, the policy number is 24301.
[AGENT][NEUTRAL] Mm, sounds like a group number. Um, give me one moment. And do you have a
[CUSTOMER][POSITIVE] I'm so sorry. You're right. No, I do, I do. I'm sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I have, I don't have, that's my group policy number.
[AGENT][NEUTRAL] That's the group number. Uh, are you looking at your copy of your card?
[CUSTOMER][NEUTRAL] I wasn't sent a card. I have a, a PDF file that I'm looking at this information.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] You said the last name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] [PII] Thank you. [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, my mailing address is [PII].
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] Um, I don't know what's listed. My personal email address is [PII].
[AGENT][NEUTRAL] Uh, this one looks like a work email.
[AGENT][NEUTRAL] With I, OK.
[CUSTOMER][NEUTRAL] That would be a hacker at New KISD.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh yes, ma'am. I saw you had a policy with us. Oh, it looks like you had a cancer policy um effective [PII], and it turned on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, is that OK. What is it? Yeah, is that because we changed providers as a whole district or just my or can you tell?
[AGENT][NEUTRAL] Uh, it looks like we received information from the group. Are you still with um Nanny ISD?
[CUSTOMER][NEUTRAL] I am and I do think that we changed, but this is the only paperwork I had so all right.
[AGENT][NEUTRAL] It could be, yes, ma'am. I would say to contact your uh group admin or administrator and they can verify who you have a policy with.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I appreciate your help. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Uh thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.