AccountId: 011433970860
ContactId: 3d9d4929-d44b-460e-9f38-fb96f1b14a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230279 ms
Total Talk Time (AGENT): 92249 ms
Total Talk Time (CUSTOMER): 76041 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/3d9d4929-d44b-460e-9f38-fb96f1b14a14_20250620T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. So I received an insurance letter here. I want to know more about it. I don't know if I remember.
[AGENT][NEUTRAL] OK, um, so you receive an insurance letter and you want to know what is this insurance about or?
[AGENT][NEUTRAL] It's it's that question, OK.
[CUSTOMER][NEUTRAL] Yeah, so I was waiting for insurance, but I don't know what kind of insurance for my jobs, so I received the APL.
[CUSTOMER][NEUTRAL] Uh, go and there's all my information here, but I don't, I don't know if it's.
[CUSTOMER][NEUTRAL] If I'm a member or what, yeah.
[AGENT][NEUTRAL] OK, yeah, more than like.
[CUSTOMER][NEUTRAL] Just want to confirm it, yeah.
[AGENT][NEUTRAL] Yeah, yeah, more than likely this is your policy with your job because we do offer through the work insurance. Um, so let me have um your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have the policy number on the paperwork you received?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 0263.
[CUSTOMER][NEUTRAL] 7338.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my email address is [PII], which is TSH.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. OK, so this one is um your uh dental policy to MAU. It looks like you're with MAU.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this is your dental policy. You should be getting more information and another booklet for the rest of your policy, but it looks like you have a dental, life, critical illness and accident policy with us.
[CUSTOMER][NEUTRAL] What about medical?
[AGENT][NEUTRAL] I don't see a medical plan, no, not with us.
[CUSTOMER][NEUTRAL] Just dental.
[AGENT][NEUTRAL] If, if you don't know who has or who's um dealing with your medical, you can call either your HR or you can call benefits in a car and they can tell you who has your medical, but we do not have your medical.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.