AccountId: 011433970860
ContactId: 780d0384-37a8-434a-868a-c909f745f9ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225940 ms
Total Talk Time (AGENT): 92521 ms
Total Talk Time (CUSTOMER): 78441 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/780d0384-37a8-434a-868a-c909f745f9ea_20250625T21:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to check up um with the insurance, American Public uh Life Insurance.
[AGENT][NEUTRAL] You were trying to check what, what information do you need today? I'm sorry.
[CUSTOMER][NEUTRAL] I'm trying to see if I'm active.
[AGENT][POSITIVE] OK, sure. I can assist you with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] OK. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] What do you mean the policy number?
[CUSTOMER][NEUTRAL] Oh yes, I have. It's 0264.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02641440
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], for security, may I have your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Uh, mailing address?
[CUSTOMER][NEUTRAL] I don't know if y'all have the [PII] or the [PII].
[AGENT][NEUTRAL] We have the [PII]. OK. And what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're still um employed with 10 Staff Inc.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Come again?
[AGENT][NEUTRAL] Are you still are you still employed with Tim Staff Inc?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] Employed, no.
[AGENT][NEUTRAL] So you're no longer with Testaff Inc?
[CUSTOMER][NEUTRAL] No, I'm no longer with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so as of today, we have not been notified. Um, the policy is still showing active at the moment.
[CUSTOMER][NEUTRAL] Something I very much like to take off.
[AGENT][NEUTRAL] You need to check with benefits in a card and see when they're gonna terminate the policy for the termination date.
[CUSTOMER][NEUTRAL] Uh, they're gonna terminate it?
[AGENT][NEUTRAL] You have to check with benefits in your car. There's the one that handles the, that part of the policy to terminate or to activate any policies.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, what I was saying was, uh,
[CUSTOMER][NEUTRAL] It's been put in the it's, I'm supposed to be getting disconnected or something?
[AGENT][NEUTRAL] If you're not longer with the company, then more than likely they will send in a form indicating that you're terminated. In order to avoid that, you need to speak to uh benefits in a card.
[CUSTOMER][NEUTRAL] So is this with uh this new temp staff right here, this insurance?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Do you need the number 2 benefits in a card?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I think I have it.
[AGENT][POSITIVE] OK, alright, well, you're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].