AccountId: 011433970860
ContactId: 2f2d2e07-11ab-4607-a039-fc5ecac9203d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182639 ms
Total Talk Time (AGENT): 78596 ms
Total Talk Time (CUSTOMER): 66175 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2f2d2e07-11ab-4607-a039-fc5ecac9203d_20250611T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I am calling in regards to my, um, previous benefits. Can you please let me know if my policy, and I can give you the policy number, is, um,
[CUSTOMER][NEUTRAL] Still valid or if it's been canceled?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Mr. Will. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 0233
[CUSTOMER][NEUTRAL] 4653
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Security is um uh for security um date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII]. It may have a different address though because I did move.
[AGENT][NEUTRAL] No, that is the address we have.
[CUSTOMER][NEUTRAL] Do you need the other address?
[AGENT][NEUTRAL] The address [PII] is not longer valid, or that's the new one?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The [PII]. Is that the correct one? OK, yeah, that's the one we have.
[CUSTOMER][NEUTRAL] That is the new.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's a new one.
[AGENT][NEUTRAL] OK. What's the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you. Alright, so it looks like um this policy was effective from [PII]. So it is terminated.
[CUSTOMER][NEUTRAL] It's been terminated. OK, that's all I needed to know. Is there any outstanding balances?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, when you say outstanding balances, you mean any claims submissions or?
[CUSTOMER][NEUTRAL] Yeah, claims for payments, I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm, let's see. I don't see that there's several policies, so I don't see anything under the dental. Let me check the medical.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I don't see anything that is outstanding on the claims for the medical either. Mhm.
[CUSTOMER][POSITIVE] OK great I appreciate it have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Yeah you too bye bye