AccountId: 011433970860
ContactId: 4b8478d5-af13-4f2b-a5f8-cf27c500f4a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163449 ms
Total Talk Time (AGENT): 54788 ms
Total Talk Time (CUSTOMER): 73559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4b8478d5-af13-4f2b-a5f8-cf27c500f4a5_20250228T18:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I wanted to check to see if, uh,
[CUSTOMER][NEUTRAL] Well, first of all, if you have received my received my payments through [PII].
[CUSTOMER][NEUTRAL] I was told to ask that.
[AGENT][NEUTRAL] OK, um, what is your name and the policy numbers in regards to?
[CUSTOMER][NEUTRAL] Um, I don't know the policy number. My name is [PII].
[AGENT][NEUTRAL] And spell your last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] OK. [PII]. Uh
[CUSTOMER][NEUTRAL] The email address is [PII]. My mailing address is.
[CUSTOMER][NEUTRAL] [PII]. Um
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and you want to know what again? I apologize.
[CUSTOMER][NEUTRAL] Um, I want to see if you had received my payment through [PII], and I wanted, and I guess to see if see if my policy is active now.
[AGENT][NEUTRAL] Well, I saw your policy is active, but as far as any payments, uh, you will have to contact benefits in a card and I can give you their phone number or transfer you to them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] I mean, I'm sure they have if it's effective then, right?
[AGENT][NEUTRAL] Well, you're asking if it was received for March, uh, that's something you would have to contact benefits and a card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, all right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so it is active right now?
[AGENT][NEUTRAL] I'm trying the policy is active, yes, sir, but if no one about if any payments were received, that's something that we wouldn't be able to verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, right, you're welcome. Thanks for calling APL. You too, bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Sure, sure, bye-bye.