AccountId: 011433970860
ContactId: 7999805f-6cde-477c-944d-4977185ed000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133539 ms
Total Talk Time (AGENT): 49169 ms
Total Talk Time (CUSTOMER): 67362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7999805f-6cde-477c-944d-4977185ed000_20250530T12:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I hope you can. My name is [PII]. Uh, I was an employee of Bear's Furniture. I need some information on, uh.
[CUSTOMER][NEUTRAL] My plan
[CUSTOMER][NEUTRAL] Because as of, uh, I guess they stopped the, the payment on it. This is what this insurance is what kind of insurance. I'm confused.
[AGENT][NEUTRAL] Um, I would have to look at the policy number. Do you have that?
[CUSTOMER][NEUTRAL] OK. Yes. 02290813.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me a moment.
[AGENT][NEUTRAL] May I please have your first name, last name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then I need to verify your physical address and email address, please.
[CUSTOMER][NEUTRAL] My email address is my full name [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my present address right now is [PII].
[CUSTOMER][NEUTRAL] [PII]. But I'm gonna be moving, so we, we'll get to that in a minute once I understand what this policy is about.
[AGENT][NEUTRAL] OK. So it looks like this is a limited benefit medical plan that you had with us through that employer. So, um, it pays a set amount towards medical procedures and doctor's office visits, uh,
[AGENT][NEUTRAL] If you're going to see.
[CUSTOMER][NEUTRAL] So it's a medical benefits uh uh uh uh so by them stopping it, that's, that's canceled now, right?
[AGENT][NEUTRAL] It looks like it's paid through the first of the month, so yeah, then it will be canceled effective [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] No, thank you. You've been very helpful.
[AGENT][POSITIVE] Ah, have a good day.