AccountId: 011433970860
ContactId: 9954e27d-25fb-47a0-8ca2-f2c09c335e83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170899 ms
Total Talk Time (AGENT): 86271 ms
Total Talk Time (CUSTOMER): 83441 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9954e27d-25fb-47a0-8ca2-f2c09c335e83_20250317T15:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I was calling to see if I had an account with you guys.
[AGENT][POSITIVE] OK, I can check for you. And [PII], may I have a good contact? You're welcome. May I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you, and I can search with your social if you like.
[CUSTOMER][NEUTRAL] Yeah, that's fine. You ready?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, it's um [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Cause I was trying to get the account this morning with my um member ID and I'm not, it wouldn't let me um.
[CUSTOMER][NEUTRAL] Continue
[AGENT][NEUTRAL] What, like online?
[CUSTOMER][NEUTRAL] Mhm. On my end.
[AGENT][NEUTRAL] You're trying to make an account online?
[AGENT][NEUTRAL] Oh, what did it say, like a, like you can't find you?
[CUSTOMER][NEUTRAL] Yeah, cause I already have my.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Oh, so if you get that, then that just means, OK, wait a minute. So do you have your policy number?
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] What's your policy number? I don't have to use your social. I thought you didn't have one at all. I'm sorry.
[CUSTOMER][NEUTRAL] OK, let me look at this, OK.
[CUSTOMER][NEUTRAL] Oh no, I'm sorry. It's um [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But when you get that message, it just means something you're entering doesn't match what we have on our system, so I just have to find it and correct it because it's like it's linked together.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] OK, so I have you here and can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], um, and it's gonna be you said email address?
[AGENT][NEUTRAL] Yes, email and mailing.
[CUSTOMER][NEUTRAL] OK, so mailing is probably [PII], and email address [PII].
[AGENT][NEUTRAL] And thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. OK, so now that I'm looking at the policy, it is showing that it's no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK. So then we just at the door.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's why I want to, uh, that's why you get that message.
[CUSTOMER][NEUTRAL] Uh, let's see
[CUSTOMER][NEUTRAL] OK, OK. All right. Thank you so much. And then I guess I'll just call these other people cause I think ATL and Midlife is different, so I just have to call Midlife.
[AGENT][NEUTRAL] You're welcome [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, well thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you I appreciate you.
[AGENT][POSITIVE] Alright, thanks for calling APR. Have a great week. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.