AccountId: 011433970860
ContactId: 4525eef7-347c-441c-8c67-eb9a09697e25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215039 ms
Total Talk Time (AGENT): 88315 ms
Total Talk Time (CUSTOMER): 121783 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4525eef7-347c-441c-8c67-eb9a09697e25_20250121T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning, [PII]. Say this is [PII] calling and, and I, I'm just really kind of verifying something. I, I've recently retired and I used to be employed by Brownells and, and I had APL uh at one time group hospital indemnity.
[CUSTOMER][NEUTRAL] And I just wanna make sure that either it's uh I'm no longer covered or I, I'm just before I throw stuff away, I wanna make sure and uh so, so I have a group number and I also have a, a policy certification number.
[AGENT][NEUTRAL] Sure, I'd see.
[AGENT][NEUTRAL] OK, Mr. [PII], let's start with um you can go ahead and give me that policy number.
[CUSTOMER][NEUTRAL] OK, it's 02151084.
[AGENT][POSITIVE] Thank you. And what is a good call back number for you, Mr. [PII] in case we get disconnected and I could call you back?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Mr. [PII], can I have you verify some information for me, please? Can you verify your date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you Mr. [PII] and go ahead and verify your mailing address please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the last piece of verification your email address and it looks like it's a work email.
[CUSTOMER][NEUTRAL] Yeah, I no longer have that, but it would have been [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that information. So you're trying to determine that uh and make sure that your policies are, are, um, not active any longer, is that right?
[CUSTOMER][NEUTRAL] That that's right. I, I just, I'm guessing it's not, but before I throw away the card and stuff, I, I just want to verify it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just let me take a look here so right now, um, I do show that there is uh active under your policies that you have with us. However, I do show that they uh have a future lapse date for [PII], so they are no longer active. Um, I'm not certain why they're showing that status as active, but they do show that the um the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Coverage did last on [PII].
[CUSTOMER][POSITIVE] All right, that's what I needed to know and, and uh I appreciate your help. I, I hate to take your time for this, but I want to verify, yup, yup, and
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][POSITIVE] That's perfectly fine. Did you have any other questions I can answer for you?
[CUSTOMER][POSITIVE] No, ma'am. I think I'm good.
[AGENT][POSITIVE] Alright great well thank you so much for calling APL Mr. [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Same to you, ma'am.
[AGENT][POSITIVE] Thank you. Take care. Bye bye.
[CUSTOMER][NEUTRAL] Yep, bye, yep, bye.