AccountId: 011433970860
ContactId: 4d06e08d-7244-4eb5-9531-c3ab4d36b5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245539 ms
Total Talk Time (AGENT): 95402 ms
Total Talk Time (CUSTOMER): 116267 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4d06e08d-7244-4eb5-9531-c3ab4d36b5de_20250324T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because um I need to verify my coverage. um I got on your website last night and it showed that my coverage has lapsed, but I'm paying every payday for it, so I just need to figure out what's going on.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you um look into your um policy and see what's going on. May I have your name and a good contact number in case we're disconnected? You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, I'm on your website right now.
[AGENT][NEUTRAL] Oh, OK, um,
[CUSTOMER][NEUTRAL] Uh, well, I have, OK, I I have that though.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] You ready for it?
[AGENT][NEGATIVE] It's breaking up
[CUSTOMER][NEUTRAL] I, I have several that I can.
[CUSTOMER][NEUTRAL] I, I have several policy numbers.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, all I need is one and it'll connect me to all of them.
[CUSTOMER][NEUTRAL] Can be OK.
[CUSTOMER][NEUTRAL] OK, here's 1 226-4505.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, here we go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, so my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address would be um [PII].
[AGENT][POSITIVE] Thank you, and then just your email.
[CUSTOMER][POSITIVE] Oh sorry, [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And so your um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, did you, there's two things. So,
[AGENT][NEUTRAL] APFA is no longer with APL as of [PII], but if you had a disability claim prior to that, it's still in effect. So what is it about the premiums or was there like something that was being paid to you?
[AGENT][NEUTRAL] Because if it's the premiums then then you would just have to reach out to APF, you know, I think it's the union now. I'm not sure what happened after the.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] I don't have a claim, so it's just a different company now and I guess I should have known that OK OK that makes sense.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][MIXED] Well, no, it was so confusing. It's no, if, if, if you have any questions, please call us. We'll, we'll definitely be more than happy to help. It was so confusing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, it's been confusing and I'm, I'm not good at keeping up. I mean it's with everything, so, um, I'm sure that's it. I, I will contact them and figure out, you know, I'm paying somebody. I just gotta figure out who it is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who?
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great week and stay safe on the flight.
[CUSTOMER][POSITIVE] Thank you. I appreciate that bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.