AccountId: 011433970860
ContactId: 3dfeefdc-b0de-4e79-b5a8-fdcffb83fa5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232130 ms
Total Talk Time (AGENT): 99455 ms
Total Talk Time (CUSTOMER): 73801 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/3dfeefdc-b0de-4e79-b5a8-fdcffb83fa5d_20250220T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see I have APL insurance through my school district, and I just wanted to see if I could make some changes to the policy. I don't know if I have to wait till um.
[CUSTOMER][NEUTRAL] Like my annual open enrollment or if I'm able to change it now.
[AGENT][NEUTRAL] OK. All right. I can look at the policy and, and answer your question about changes. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] I don't know my policy number.
[AGENT][NEUTRAL] OK, um, Ms. [PII], I can look it up with your social security number if you'd like to give that to me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me find your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons can you give me your address, a phone number and email address?
[CUSTOMER][NEUTRAL] Um, it's [PII] phone number is [PII] and my email at work is [PII].
[AGENT][POSITIVE] Thank you I appreciate you verifying that for me and the phone number that you gave me, Ms. [PII], if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And which policy is it that you were wanting to make changes to?
[CUSTOMER][NEUTRAL] So I know I have a couple of policies, but I just wanna keep the short term disability policy, but I don't want the other ones.
[AGENT][NEUTRAL] OK, yes, ma'am. Uh, so let me look and see when your open enroll is.
[AGENT][NEUTRAL] Your open enrollment is [PII], so in order to make changes to your policy, you'll have to um do that during your open enrollment with your employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because right now I have short, I have 3 different policies, correct?
[AGENT][NEUTRAL] Yeah, well, you have, let me tell you what you have.
[AGENT][NEUTRAL] Let me pull them up again, it just went away. I'm sorry.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK. You have uh a group critical illness policy.
[AGENT][NEUTRAL] You have a hospital indemnity policy, you have a group term life insurance policy, and then you also have the short-term disability.
[CUSTOMER][NEUTRAL] OK, OK, so you, OK, I would probably keep the life insurance too, but, um, OK, so I just wanted to take up the hospital, the critical one, but I'll take, like, so I'll do that during open enrollment.
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye-bye.