AccountId: 011433970860
ContactId: 6785e1bd-b32b-479c-b0c6-29473aa17803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403540 ms
Total Talk Time (AGENT): 199631 ms
Total Talk Time (CUSTOMER): 125768 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/6785e1bd-b32b-479c-b0c6-29473aa17803_20250422T21:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I'm calling to see um if my benefits are active. Um, my daughter had just come out of the hospital early this morning and I just want to make sure once I get that bill, everything is um covered or what do I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, Al, I can check and make sure your policy is active for you. Sir, can you give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][POSITIVE] Thank you, sir. And
[AGENT][NEUTRAL] Since you don't know your policy number, can I please get your social, and that'll pull in all your policies for me?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. Let me look and see if I can find your policy.
[AGENT][NEUTRAL] OK, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] Thank you sir and then also let me get over here real quick and we're gonna have to verify your address, phone number and email address that we have on file for you.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][POSITIVE] OK, I'm ready for you, sir.
[CUSTOMER][NEUTRAL] Uh, so address is [PII].
[CUSTOMER][NEUTRAL] Uh, telephone number [PII] and email address is um my last name [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much. OK, so I do show that you had policies with us in the past that lapsed on [PII]. Have you just recently been issued new policies?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh yes. Uh, it should have started a few months ago because they've been taking money out of my check.
[AGENT][NEUTRAL] OK, and what's the name of the um
[AGENT][NEUTRAL] Company that you work for?
[CUSTOMER][NEUTRAL] It's through uh
[CUSTOMER][NEUTRAL] Well, it's through AT&T, but I believe it's through our union CWA.
[AGENT][NEUTRAL] OK, I do show that you did have CWA.
[AGENT][NEUTRAL] Local 9413 in [PII] with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] But I don't show any active policies at this time. I just show um the last policies that you had with us were paid to [PII].
[CUSTOMER][NEUTRAL] OK, so who do I, should I call them because they, they've been taking money out of my check.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, call them and speak to somebody in human resources and ask them who you have your insurance with and if it's supposed to be us, then they need to send an email to us with your application so that we can issue your policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now, if I, let's just say if I've been paying on those, can they just show proof of when I started the policy, or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] If they send us an email, if they send an email, they can just put on there what date they want the policy to start and we'll honor that for them.
[CUSTOMER][POSITIVE] It's really gonna start.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that sounds good.
[AGENT][NEUTRAL] And if you have any further questions or anything else that we can help you with please feel free to pick up the phone, OK? and call us but let me give you the email address that they need to send the um your application to along with your effective date which will be the date that it starts.
[CUSTOMER][NEUTRAL] OK. Let me grab a pen real quick.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, I didn't have my pin yet. I was just telling my daughter to stay in the room. Uh, it's OK.
[AGENT][NEUTRAL] Oh, I'm sorry. I thought you said go ahead. I apologize. You're like, OK, she can stop now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you just let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I am ready.
[AGENT][NEUTRAL] OK, so that email address is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and AM is like [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Yes sir, and you said this was supposed to been started a couple of months ago, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and just ask them to uh send your application in the email and then in the body of the email put what effective date you want they want your policy to start at.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Is there anything else I can, you're welcome, Al Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] No, you've been very helpful.
[AGENT][POSITIVE] OK. Well, thank you so much. I hope your, your daughter gets better. Thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] All right, have a good day bye.
[AGENT][NEUTRAL] You too bye bye.