AccountId: 011433970860
ContactId: 5e0e8337-fa41-480f-84ea-0b6f101a883e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404570 ms
Total Talk Time (AGENT): 135454 ms
Total Talk Time (CUSTOMER): 140733 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5e0e8337-fa41-480f-84ea-0b6f101a883e_20250127T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. Um, I am a retired teacher and I just need to check on my policy, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I've got my policy number.
[AGENT][NEUTRAL] I can assist you
[AGENT][NEUTRAL] I can assist you with eligibility on your policy. [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. [PII].
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] OK. Is that what you asked me for first?
[AGENT][NEUTRAL] No, I needed your callback, your callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, OK, I thought that's, yeah, I just thought maybe I told you the wrong thing. OK, it's A0122601.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm not able to find you.
[AGENT][NEUTRAL] By that number.
[AGENT][NEUTRAL] And there's no other number on your policy?
[CUSTOMER][NEUTRAL] I actually don't, I don't know. I don't have my card. If I give you my social security number, will that help?
[AGENT][NEUTRAL] Yes. May I have that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can you please verify your date of birth, your address and email address, please?
[CUSTOMER][NEUTRAL] Yes ma'am. Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Would you like to put an email address on file?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it does [PII] doesn't have a.
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] F A L L I N.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII] don't have an [PII]?
[CUSTOMER][NEGATIVE] No, it doesn't.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII] thank you so much for verifying that information. I do have your cancel policy pulled up. Let me know when you're ready and I can give you that policy number.
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] 768947.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, um today, you're calling on eligibility. Are you calling to see if this is active? What questions do you have?
[CUSTOMER][NEUTRAL] OK, I'm making sure it's active and I just, is it a draft from my bank statement?
[AGENT][NEUTRAL] OK, I can get you over to customer service as far as your premium goes. Um, the policy is currently active, um, so there must be, but um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It must be getting paid, but I don't customer service will be able to assist you on your premium and how and if you're needing to update any other of those type of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I ask you another question? Could you, are you recyclable or could you send us two new cards?
[AGENT][NEUTRAL] Cancer policies don't have cards.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess I had one a long time ago, but I guess it was when I first took out the policy, but that's fine. OK, so I need to talk to customer service.
[AGENT][NEUTRAL] About your bank draft, yeah, about your drink bath, your policies, and if you need to update anything.
[CUSTOMER][NEUTRAL] Now then
[CUSTOMER][POSITIVE] OK. All right. I appreciate your help so much. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no problem, [PII]. One moment please while I get you to customer service.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you for and APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] This is [PII] in the cancer queue.
[AGENT][NEUTRAL] I have [PII] Fallen in the, on the line or might be Fallon.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy 768947.
[CUSTOMER][NEUTRAL] 768947
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You have it?
[CUSTOMER][NEUTRAL] Mm, give me just a second to pull it up.
[CUSTOMER][NEUTRAL] All right, [PII] and can we verify her date of birth or has she been verified already?
[AGENT][NEUTRAL] It's already been verified.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've answered the question. She wanted, she wanted to know about the effective date. I mean, to see if she's active and I told her she's active. She wanted to know about bank drafts and um I guess um making sure how her policy was paid. So I'm gonna send her over to you, OK?
[CUSTOMER][NEUTRAL] All right. What do we have?
[CUSTOMER][POSITIVE] All right. That sounds good.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.