AccountId: 011433970860
ContactId: 410683b6-5ecd-4923-8e44-bfeef23d048b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289480 ms
Total Talk Time (AGENT): 71139 ms
Total Talk Time (CUSTOMER): 154705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/410683b6-5ecd-4923-8e44-bfeef23d048b_20250605T22:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, I, I, I, I am [PII], I mean, I'm, uh, registered with my two daughters, and one of my daughters went to the clinic and it says that when the [PII] also still call to check, they said that she had been kicked off the gap insurance and I still pay my insurance, so I'm just calling to find out what's happening.
[AGENT][NEUTRAL] OK. Uh, what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, let me, OK, it's a group number. It's 23.
[CUSTOMER][NEUTRAL] 824.
[AGENT][NEUTRAL] Uh, no, sir, on the bottom of your card, do you see it in hospital or outpatient benefit certificate number?
[CUSTOMER][NEUTRAL] Oh, OK, OK, yes, it is 01.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 911.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The letter M like in Maria, L like in Louis, and then 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and verify your.
[AGENT][NEUTRAL] Date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] Yeah, my, my, my date of birth is [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me, let me see if I've changed because I've changed it twice, so I don't know which one I have on it. I have the first one is [PII].
[CUSTOMER][NEUTRAL] Cos if that is not the one, then I, I have a, I have another one of them.
[AGENT][NEUTRAL] OK, yes, sir. What's that address?
[CUSTOMER][NEUTRAL] A mail inbox.
[CUSTOMER][NEUTRAL] It's [PII] or the the main [PII] is the same as [PII].
[AGENT][NEUTRAL] OK, and verify your email address.
[CUSTOMER][NEUTRAL] I have two email addresses. I don't know if what I have on now. It's [PII]. If not, then it should be [PII]. Those are the two emails. I'm just trying to reorganize all my things, so.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] I understand, but that's the address I see we have an email address I show we have in the system and what's your daughter's name?
[CUSTOMER][NEUTRAL] [PII], I have two daughters, [PII] and [PII].
[AGENT][NEUTRAL] OK, we show that [PII] is no longer active on the policy.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, cause she reached the age of over [PII] old.
[AGENT][NEUTRAL] So that's the reason why she was taken off the policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm this guy.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh yes, if you give me free lunch for one year, I'll be the happiest man in the. I'm just joking.
[AGENT][POSITIVE] I, I would want that too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That would be nice, wouldn't it?
[CUSTOMER][POSITIVE] OK, so then I'll call her, yes, it will be nice. I'll call her and say that well, after 26 years you are automatically taking off from the gap and the other one is up to [PII]. OK, thank you very much.
[AGENT][POSITIVE] Yes, sir. Oh, you're welcome and thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same to you. Bye.
[AGENT][NEUTRAL] Bye.