AccountId: 011433970860
ContactId: 7614c4ed-727c-48eb-ac2e-e392e8dca1e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351380 ms
Total Talk Time (AGENT): 156413 ms
Total Talk Time (CUSTOMER): 140700 ms
Interruptions: 6
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7614c4ed-727c-48eb-ac2e-e392e8dca1e3_20250331T13:13_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I was calling in reference to, um, my accident policy. I work for, um, Baquetti ISD.
[CUSTOMER][NEUTRAL] And I wanted to verify, um, I believe I canceled my pol I believe I canceled my policy sometime last year. Um, I'm just not sure of the month and the date.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Because it's still getting withdrawn from my um earnings.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you check on that for me?
[AGENT][NEUTRAL] OK, so you're wanting to verify Ms. [PII]? Yes, ma'am, if your fee has been termed with APL or not, is that correct?
[AGENT][NEUTRAL] And also get the date that it was termed.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're wanting to verify that your policy is no longer active and get the termination date, is that correct?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is a good call back number for you, Miss [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 225-955-4.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] And Miss [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] Um, I will need to verify several things with ours for security. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please.
[CUSTOMER][NEUTRAL] [PII], but I also have a PO box that we get our mail because it's out in the.
[AGENT][NEUTRAL] OK. I was gonna say we have something different.
[CUSTOMER][NEUTRAL] Yes, I have a [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you. The show on involved is the same, the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this does appear to be your work email that was on file for you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so Miss [PII], I do see that this policy is termed and it did this particular policy number you gave me termed as of [PII]. Let me, and that is the only policy that you had with us. So again it did term with APO 101 of 2023.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if it is still being deducted, yeah.
[CUSTOMER][POSITIVE] OK, oh my goodness, and I just noticed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So that would be our
[AGENT][NEUTRAL] If it's still being deducted, you would need to ring our department.
[AGENT][NEUTRAL] Mhm. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I would need the what? I'm sorry?
[AGENT][NEUTRAL] You would need to speak with your HR department.
[CUSTOMER][NEUTRAL] I, I didn't
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so then no money was sent to APL correct?
[AGENT][NEUTRAL] No, ma'am. The last, mm mm, no, ma'am.
[CUSTOMER][NEUTRAL] OK, so then the last.
[AGENT][NEUTRAL] And, again, this policy has been termed of [PII].
[CUSTOMER][NEUTRAL] OK, so then the last payment that was.
[AGENT][NEGATIVE] Yes, we haven't received any funds for you.
[AGENT][POSITIVE] I'm sorry, I don't, there, I think there's a lag in our calls, so it kind of sounds like we're talking over each other, and I do apologize about that. I don't know if that's on my end or not, but I'm so sorry about that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I'm sorry as well. I, I could hear it um I kind of I guess it's the connection or something. OK, so then let me go ahead and get with HR so then the last payment made was in [PII] before it turned.
[AGENT][NEUTRAL] Yes, ma'am, that
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, well I thank you so much for your help this morning.
[AGENT][POSITIVE] Well, absolutely. You are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think that's pretty much covering it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APO and I hope you have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] And you too as well thank you bye bye.
[AGENT][POSITIVE] Thank you, yes, ma'am and thank you too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.