AccountId: 011433970860
ContactId: 51ab84c4-bddb-40f1-86d4-b448b0f8686a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290130 ms
Total Talk Time (AGENT): 105520 ms
Total Talk Time (CUSTOMER): 121859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/51ab84c4-bddb-40f1-86d4-b448b0f8686a_20250106T19:18_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, this is [PII]. I have a couple questions in regards to a couple, uh, notices I received.
[AGENT][NEUTRAL] Uh, when you say notices, do you mean the explanation of benefits?
[CUSTOMER][NEUTRAL] Um, request support coverage.
[AGENT][NEUTRAL] OK, and did you receive a you received a letter?
[CUSTOMER][NEUTRAL] Yeah, I received 2 of them actually.
[AGENT][NEUTRAL] Oh, OK, and what are the policy numbers?
[CUSTOMER][NEUTRAL] Um, it says a certain number, is that the same thing?
[AGENT][NEUTRAL] Uh-huh, that's it. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, 02265548.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And 02265542
[AGENT][NEUTRAL] OK, what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and mailing address is [PII].
[AGENT][NEUTRAL] And do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Um, I believe it's my [PII].
[AGENT][NEUTRAL] Uh, my [PII] guys, is that spelled out?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said at Gmail or [PII]?
[CUSTOMER][NEUTRAL] Um, it could be either, I don't know, uh, it might be [PII]. I have both.
[AGENT][NEUTRAL] Which one do you want on file?
[CUSTOMER][NEUTRAL] But I don't
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Not not sure if that's what was on there before.
[AGENT][NEUTRAL] I actually didn't show one on um uh it's why I was asking which one did you want out of the two.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So we're gonna update it to MY or added my MY [PII].
[AGENT][NEUTRAL] [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, got that done.
[AGENT][POSITIVE] How did you come up with that? That's cute.
[CUSTOMER][NEUTRAL] Um, I have 3 kids and when the whole email started back in [PII] when I opened that email account. That's what that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My 3 guys.
[AGENT][POSITIVE] That's too cute.
[CUSTOMER][NEUTRAL] But I only, I only had, I only had 2 boys and a girl, so I'm like, oh, what do I do? So I said, OK, 3 guys is good enough.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, not my two boys and a girl, yeah.
[CUSTOMER][NEUTRAL] I'm like, I just wanna make it
[AGENT][POSITIVE] That's cute. I like that. All right, so are you wanting to continue the coverage?
[CUSTOMER][NEGATIVE] I don't even have the policy at hand so I don't know, um, I thought it was completely canceled when I canceled my account.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] When did you receive the letter?
[CUSTOMER][NEUTRAL] Um, well, it's dated [PII], so I received it.
[CUSTOMER][NEUTRAL] Um, I wanna say December or January, sorry, um, it would have been last week, like the [PII].
[AGENT][NEUTRAL] OK, what I can do is get you transferred over to the customer service department and then they can further, uh, I'll give them the policy numbers that you provided and they can further assist you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright. Give me just a second.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Look for that.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Hi, Ms. [PII]. [PII].
[CUSTOMER][POSITIVE] [PII]. Hey, [PII].
[AGENT][NEUTRAL] Hey, what's going on?
[CUSTOMER][POSITIVE] Uh, no, just working, girl. You know it. That's right.
[AGENT][NEUTRAL] Nothing, honey, just working.
[AGENT][NEUTRAL] So I have um Miss [PII]. Her policy number is 226.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] 5542.
[AGENT][NEUTRAL] And she received the port letter for two of her policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The other policy number is 2265548. She wants to talk about that.
[CUSTOMER][NEUTRAL] About that one.
[CUSTOMER][NEUTRAL] OK, hold on, let me get.
[AGENT][NEUTRAL] Yeah, I think there's 2, yeah, 2 of them.
[CUSTOMER][NEUTRAL] Let me get her pulled up. OK, got her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you can get her transferred over to me.
[AGENT][POSITIVE] All right, thanks, [PII]. Here she comes.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.