AccountId: 011433970860
ContactId: 9879249c-68de-4cb5-a6f8-350a0b722b0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195800 ms
Total Talk Time (AGENT): 78107 ms
Total Talk Time (CUSTOMER): 78258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/9879249c-68de-4cb5-a6f8-350a0b722b0d_20250321T18:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You know, I wanted to see if I have an old account with you that has funds available or anything like that please.
[AGENT][NEUTRAL] Yes, you said you want to see if there's any accounts with us that have funds available?
[CUSTOMER][NEUTRAL] Yeah, I'll see if I have any any old fund with me. I have an old, uh, something that was mailed to me a while ago. I just came across it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can.
[CUSTOMER][NEUTRAL] So I call it's about.
[AGENT][POSITIVE] Yes, I can definitely take a look for you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's area code [PII].
[AGENT][NEUTRAL] Thank you for that. And on the letter, does it have a reference number or anything on it?
[CUSTOMER][NEUTRAL] There's a certain number.
[AGENT][NEUTRAL] Yes, may I have that number?
[CUSTOMER][NEUTRAL] 023 07677
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] 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] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] And email should be probably [PII].
[AGENT][NEUTRAL] This one is [PII].
[AGENT][NEUTRAL] It's an older. This one is, um, the email is at [PII].
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Is it the biggest for College?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, so it's uh [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me take a look. Does it say unpaid claims?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it's says electronic funds transfer on this page.
[CUSTOMER][NEUTRAL] On this page, it says request support coverage, accidental injury products, that injury.
[CUSTOMER][NEUTRAL] So this must be an old account of mine that I had or something.
[AGENT][NEUTRAL] So, hold on, let me go back to all your accounts. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So you had an accident, a critical illness, and then a short-term disability policy with us. They were active from [PII]. Um, so they're, they're no longer active and they don't like um generate a balance or
[AGENT][NEUTRAL] Cash value or anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll just read this then. Thanks for checking. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, no, thank you.
[AGENT][POSITIVE] Alright, well, thanks so much for calling [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.