AccountId: 011433970860
ContactId: 88c1c9bd-99e7-4ec6-92b1-c7c40d170300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159470 ms
Total Talk Time (AGENT): 56798 ms
Total Talk Time (CUSTOMER): 67710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/88c1c9bd-99e7-4ec6-92b1-c7c40d170300_20250109T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yeah I was uh trying to find out about getting set up online. uh I had an account um with you at one time and then uh I dropped it and then I just picked it up through my company again for this year and I hadn't received any information. I tried to go online to log in and uh apparently don't have the right information.
[AGENT][NEUTRAL] OK, I can help you with that. Um, hold on just a second.
[AGENT][NEUTRAL] The white screen here.
[AGENT][NEUTRAL] Can I get your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, it does not look like we've received anything from the group yet to continue this policy or to start it back up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Once we receive that we can get it reissued and then you should be able to register once we have an active policy on on file.
[CUSTOMER][NEUTRAL] OK, they start taking it out of my check.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, is that, uh, is that common?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me do some searching here. Hold on just a moment.
[AGENT][NEUTRAL] Let's see if we've
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, we haven't received the file yet on them.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So I've got an MRI scheduled for today. If, if you get that file, will it start at the beginning of the year or just start when you get it or what's that? How does that work?
[AGENT][NEUTRAL] Uh, whatever the, the effective date was on your policy, uh, on the application and everything, that's when it will start.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so it's supposed to be [PII], so it'll be backdated whenever you get everything.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][POSITIVE] OK, alright, well I appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] All right, well, thank you for calling ATM. You have a good day.
[CUSTOMER][NEUTRAL] Uh huh goodbye.
[AGENT][NEUTRAL] Mm. Goodbye.