AccountId: 011433970860
ContactId: 95ac86db-038d-43dc-9919-bec3bd4e23bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243699 ms
Total Talk Time (AGENT): 56611 ms
Total Talk Time (CUSTOMER): 101420 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/95ac86db-038d-43dc-9919-bec3bd4e23bb_20250623T18:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. Um, I had a, uh, policy plan there. It was active, um, in, let's see, [PII].
[CUSTOMER][NEUTRAL] I just need to know, uh, I had a life insurance policy on this plan.
[CUSTOMER][NEUTRAL] Um, I need to know if it's still active, ma'am. Probably not. And if so, what do I need to do to, um, get questions about, um, you know, um, maybe carrying it out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Again.
[AGENT][NEUTRAL] OK, uh, what is the policy number? Do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, yes, I do. That um member number is 011.
[CUSTOMER][NEUTRAL] 62029
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I also have a group number. I don't know if that would happen.
[AGENT][NEUTRAL] Uh, no, just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't show you had a life policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, no life policy.
[AGENT][NEUTRAL] No sir, not that I'm showing.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] I thought I had a
[CUSTOMER][NEUTRAL] So let me ask you this, is um.
[CUSTOMER][NEUTRAL] Um, do you see anything that I had on you all through that number I gave you?
[AGENT][NEUTRAL] Well, that number you gave us a medical policy number. Only other policy I show you had with us was the accident plan.
[CUSTOMER][NEUTRAL] Because I know it's
[CUSTOMER][NEUTRAL] Mm, OK, truckers accident plan.
[CUSTOMER][NEUTRAL] No medical.
[AGENT][NEUTRAL] Uh, the number you gave me was a medical plan, but I do show that it terminated as of.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] For no life plan.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, do you all cover um medical plans? I mean, do you all have medical plans?
[CUSTOMER][NEUTRAL] But like personal.
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][NEUTRAL] No, sorry, it's all through group. Uh, we don't do individual policies.
[CUSTOMER][NEUTRAL] A personal medical plan.
[CUSTOMER][NEUTRAL] Oh, OK, so it's group.
[CUSTOMER][POSITIVE] Alright then, thank you so much ma'am. Do you have a uh a life insurance department?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK, so that number I gave you, it would have pulled up anything, everything, right?
[AGENT][NEUTRAL] I've been able to see any other policies you have with this, but I didn't see a life plan.
[CUSTOMER][POSITIVE] Alright ma'am thank you so much for your time.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright you as well bye bye.
[AGENT][NEUTRAL] Bye.