AccountId: 011433970860
ContactId: 7a26570b-94d7-43f0-bdd3-2275513db321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311220 ms
Total Talk Time (AGENT): 87985 ms
Total Talk Time (CUSTOMER): 78745 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/7a26570b-94d7-43f0-bdd3-2275513db321_20241230T18:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] speaking. I have a plan and I believe you are, you guys are the ones that um manage it.
[CUSTOMER][NEUTRAL] Um, I tried online from in or create a new account, but I don't think the information is correct, so it, it asked me to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what is the, um, policy number?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] And it, it's your policy?
[CUSTOMER][NEUTRAL] Yeah, it's, it's one that's done through um APFA, um, which is our union.
[AGENT][NEUTRAL] OK. Can you spell your last name for me?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] But I don't
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh [PII], OK, and what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] Uh, it's now [PII]. That's new though, so I don't know if you're trying to look it up like that.
[AGENT][NEUTRAL] What was it prior to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's administered by American Public Life?
[CUSTOMER][NEUTRAL] I'm thinking, yes.
[AGENT][NEUTRAL] OK, do you mind if I search it by your social? I'm not showing it under the name search.
[CUSTOMER][NEUTRAL] OK. Yeah, if you, yeah, go ahead.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Are you saying [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's like you're, you get softer, um, near the end.
[AGENT][POSITIVE] Let's see, no worries.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, did you, did you live in a different state other than the two that you provided?
[CUSTOMER][NEUTRAL] I lived in I lived in [PII], um.
[AGENT][NEUTRAL] OK, I think that's the address that, well that is the address that we show on file. Now your coverage is no longer with American Public Life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it's not.
[AGENT][NEUTRAL] As of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So have you received any information from your employer as to who the carrier is?
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][POSITIVE] OK, so I can give you the um phone number to that area and then I can get you transferred over to to for additional assistance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then I can go ahead and get you transferred uh but before that, did you have any other questions?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you for calling