AccountId: 011433970860
ContactId: 718e280f-e58e-44e6-8bc4-bef9b23281ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220839 ms
Total Talk Time (AGENT): 74841 ms
Total Talk Time (CUSTOMER): 73578 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/718e280f-e58e-44e6-8bc4-bef9b23281ac_20250605T20:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I'm trying to find out if I still have this cancer policy with y'all.
[AGENT][NEUTRAL] OK, sure, I can check on that for you and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't. That's what I'm trying to figure out. I've never gotten any. I mean, all I have is just.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I just, uh, well, I just tells how it works or something but I don't have anything that gives me a policy number.
[AGENT][NEUTRAL] OK, let me do a name search. One moment.
[AGENT][NEUTRAL] And how do you spell the first name and the last name?
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, may I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK let me see if I can find you.
[AGENT][NEUTRAL] OK, I think I have it. One moment.
[AGENT][NEUTRAL] All right. And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, let me fix your policy. Let's see what we have. Yeah, it was terminated back in [PII].
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Um, let me check and see.
[CUSTOMER][NEGATIVE] Because I'm still paying somebody. Somebody's getting my money every month.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I can check and see if um the group is still with us or.
[AGENT][NEUTRAL] Let's see where we are with this.
[AGENT][NEUTRAL] OK, yes, so that's the West Texas employee benefits. Let me see if the group's still with us. One moment.
[AGENT][NEUTRAL] Yeah, the, the group is no longer with us so they probably switched companies.
[CUSTOMER][NEUTRAL] But we don't have any idea who they switched to or anything.
[AGENT][NEGATIVE] No, we don't know that information. We only know that they, they decided not to do business with us any longer.
[CUSTOMER][NEUTRAL] And you said it was canceled in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Well, I guess I'll do some more checking and see what I can find out Monday. So, because somebody's been getting my money for quite some time. I'm tired of getting canceled, nobody telling me that. So I'll see what I can find out. Thank you. Bye-bye.
[AGENT][NEUTRAL] Hmm.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.