AccountId: 011433970860
ContactId: 856f4398-083e-4890-ab57-acfe35dace57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194660 ms
Total Talk Time (AGENT): 63201 ms
Total Talk Time (CUSTOMER): 109245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/856f4398-083e-4890-ab57-acfe35dace57_20250506T17:28_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was just checking to see if I still have this insurance, um.
[CUSTOMER][NEUTRAL] I have a policy. I have a card and a policy number on it.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you check for me?
[AGENT][NEUTRAL] Yes, I can check and see if the policy is still active. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number on the card?
[CUSTOMER][NEUTRAL] 598845
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, um, my date of birth is um [PII]. My address is [PII]. And what was the other?
[AGENT][NEUTRAL] Um, email if you have one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um so both of your policies are no longer active as of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alright, OK, so, um, I don't have anything with this, OK. And that's, that's the cancer policy, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me double check. Hold on one moment. Yes, ma'am. This is a cancer policy.
[CUSTOMER][NEUTRAL] OK. All right. And you said I had 2 of them, both of them cancel policies?
[AGENT][NEUTRAL] Um, one was a cancer policy and one was, uh, um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like short-term disability.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] OK, so, but I still believe I have that short term term disability, but the company may have it with somebody else since it that you just have it from what, [PII], I mean, um, I'm sorry.
[AGENT][NEUTRAL] No, you're correct. Um, it was active from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, so they could have had another.
[CUSTOMER][POSITIVE] Uh, um, just changed or something. OK. All right, well, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with today?
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Alright, well, thanks for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.