AccountId: 011433970860
ContactId: 4eb17128-348b-4d79-adc3-a5557dae4e9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84069 ms
Total Talk Time (AGENT): 23791 ms
Total Talk Time (CUSTOMER): 45079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4eb17128-348b-4d79-adc3-a5557dae4e9e_20250303T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you [PII], let me give you the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have 243-072-5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is for the [PII] family. I didn't see any notes in Lion or on the EM, the group level stating why the policy was turned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I have a caller holding. I was trying to verify benefits and I wanna make sure that it wasn't termed inadvertently.
[CUSTOMER][NEGATIVE] But I didn't see any notes anywhere or nothing in on base.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] corrected.
[CUSTOMER][NEUTRAL] Billing seems to think it could have been like during the group renewal or something like that.
[AGENT][NEUTRAL] Mhm. Yes, it could have been.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, because
[AGENT][NEUTRAL] Um, yes, because it was right at the beginning of the year.
[CUSTOMER][NEUTRAL] OK, so, so that would have been per the employer?
[AGENT][NEUTRAL] Yes, it would be for the employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.