AccountId: 011433970860
ContactId: 99f53822-8d93-4ee7-a9bb-25a93d6d99e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205389 ms
Total Talk Time (AGENT): 75819 ms
Total Talk Time (CUSTOMER): 89949 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/99f53822-8d93-4ee7-a9bb-25a93d6d99e6_20250611T18:04_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] Yeah, I was just calling in regards to my benefits on my plan.
[AGENT][POSITIVE] OK, well, I can help you with your benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, it's 13309.
[AGENT][NEUTRAL] Um, that might be your group number. Hold on one moment.
[CUSTOMER][NEUTRAL] Policy number 13309, have a certificate number.
[AGENT][NEUTRAL] Policy certificate number, yes, that's your policy number.
[CUSTOMER][NEUTRAL] OK, uh, 10 sorry, sorry, 010.
[CUSTOMER][NEUTRAL] 93256
[AGENT][NEUTRAL] OK, 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] January
[CUSTOMER][NEUTRAL] [PII], [PII]. Email I'm not sure if you have my school email or my personal. My school is in [PII] or [PII] oh it is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it's that's the work, um, it is your work email.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. And what questions did you have in reference to your policies?
[CUSTOMER][NEUTRAL] So, is this just cover me or is it a family?
[AGENT][NEUTRAL] Well, hold on one moment, let me go.
[AGENT][NEUTRAL] Actually, your policies with us are no longer active. This particular policy hasn't been active since [PII], but your other policies, the latest was [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, I just found that out with my accidental like they never told me I'm still paying for it through my school, so they must have gone through someone else.
[CUSTOMER][NEUTRAL] Is what I'm.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Either they've gone with someone else, actually, let me see.
[CUSTOMER][NEUTRAL] But I don't know.
[AGENT][NEUTRAL] If I can
[AGENT][NEUTRAL] Yeah, I'm not showing any.
[CUSTOMER][NEGATIVE] Yeah, can't touch my accident.
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] Any um active policy, so they may have went with a different carrier.
[CUSTOMER][NEUTRAL] OK. Yeah, it would have been nice to know. Yeah, my accidental, I went to submit a claim. They're like, we don't carry y'all anymore. So I was like, uh, so I called my school, like, you take it out of my check every month. They're like, oh, we want someone else. Well, thank you. OK. I'll contact my school and see if they can figure out who I'm paying now.
[AGENT][POSITIVE] Oh goodness. Yes.
[AGENT][NEUTRAL] Alright, um, Ms. [PII], well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That is it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right.