AccountId: 011433970860
ContactId: 84dab47d-2e63-498c-b04e-3e91f091f9ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169389 ms
Total Talk Time (AGENT): 69318 ms
Total Talk Time (CUSTOMER): 67919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/84dab47d-2e63-498c-b04e-3e91f091f9ed_20250122T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm all right. Yeah, this is uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my policy number is 02465235.
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Address [PII].
[AGENT][NEUTRAL] OK. And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. And how can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm having an issue with my, uh, insurance policy.
[CUSTOMER][NEUTRAL] My dentist called and uh saying like is my insurance still active.
[CUSTOMER][NEUTRAL] Because it's not putting up.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Actually, I'm showing that your insurance um expired on [PII] and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] So what I, I mean what what what I postman did because it was coming out of my account so.
[AGENT][NEUTRAL] OK. Did you sign up to your HR department?
[CUSTOMER][NEUTRAL] I was trying to see like.
[CUSTOMER][NEUTRAL] Yes, but I thought I had to, uh, I thought it would just continue just, you know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To just renew itself.
[AGENT][NEUTRAL] OK. Yeah. You'll probably need to go through your HR department and let them know. I'm showing um the effective date on the policy was [PII] and it expired on [PII]. So yeah, if you signed up to your HR department, you would need to reach out to them and let them know um you would like to restore your coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So is this one I gotta do every year to restore it?
[AGENT][NEUTRAL] Um, you would have to, um, discuss that with them, sir.
[CUSTOMER][NEUTRAL] OK, let me call them then.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you.