AccountId: 011433970860
ContactId: 4df08d54-262d-4ca2-9316-b199f6636f48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220350 ms
Total Talk Time (AGENT): 93118 ms
Total Talk Time (CUSTOMER): 67530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4df08d54-262d-4ca2-9316-b199f6636f48_20250127T22:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling because I had a question.
[CUSTOMER][NEUTRAL] I uh, I just.
[AGENT][POSITIVE] OK, I can help you with questions.
[CUSTOMER][NEUTRAL] I just changed jobs.
[CUSTOMER][NEUTRAL] But I wanna keep my insurance. Is that possible?
[AGENT][NEUTRAL] OK, let me look um real quick and see what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't have my policy number. I have my social.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing that the only policy that you have with us, let me make sure, um, let me verify your date of birth first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII]. My email is [PII].
[AGENT][NEUTRAL] OK, thank you very much. And the phone number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I appreciate you verifying your policy for me. Let me look at it real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I show that the only policy that you have with us is a short term disability policy and when you leave the group, you cannot take that policy with you.
[CUSTOMER][NEUTRAL] OK, I thought the American public was to cancel insurance.
[AGENT][NEUTRAL] No, ma'am, we have the short-term disability on you.
[CUSTOMER][NEUTRAL] Well she must have gave the wrong number to. Cause I needed the one for um.
[CUSTOMER][NEGATIVE] Cancer cause I was in a cancel policy.
[AGENT][NEUTRAL] I can give you your policy number if you would like since you didn't know it earlier.
[CUSTOMER][NEUTRAL] Well, see, I, I left.
[AGENT][NEUTRAL] That way you have it
[CUSTOMER][NEUTRAL] Well, see, I'm, I left that job on the [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] So I was trying to get uh
[CUSTOMER][NEUTRAL] But she said American public.
[AGENT][NEUTRAL] Yeah, we're American public, but we don't have a cancer policy. We just have the short-term disability policy.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good um endeavor at your new job and we appreciate you being APL customer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.