AccountId: 011433970860
ContactId: 9c65eafa-1f9b-408a-bf13-6cfeb29fe804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184100 ms
Total Talk Time (AGENT): 59660 ms
Total Talk Time (CUSTOMER): 97808 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/9c65eafa-1f9b-408a-bf13-6cfeb29fe804_20250327T13:45_UTC.wav
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[CUSTOMER][NEUTRAL] I I've done quite
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and I am, um, an employee of Higginbotham.
[CUSTOMER][NEUTRAL] And we had some changes um within our medical plan and they had told us that um because we had I had an A like it's kind of like an Aflac plan um and then also I believe it was a accidental injury plan well they told me that I was gonna be getting some information um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was no longer going to be through who I had it was I thought they said it was gonna be like through Allstate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And but then I I was going back because I'm like I haven't gotten anything well so I'm trying to understand because I got some mail and so I'm trying to see if this is what I had and if it's just supposed to be through y'all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Or if there's somebody else that's serving now.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Well, I can definitely look at the policy for you and let you know um if if there's something here, or if it's active. Um, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it be the certificate number maybe?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, 021.
[CUSTOMER][NEUTRAL] 53613
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing, and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII] email [PII] or um [PII].
[AGENT][NEUTRAL] Yes, it was the work one. Thank you so much for verifying your information. So I'm actually showing that the policies are no longer active with APL as of [PII]. So there is a different provider, um, but you'll just have to reach out to your um benefits department and just see who provides.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whatever the, you know, you selected like accident or and they should be able to let you know because they have your elections.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK OK all right great thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, have a good day.
[AGENT][POSITIVE] All right, thanks for calling APOU also. Bye-bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye bye.