AccountId: 011433970860
ContactId: a4e861ec-27f0-433f-a011-e8c23c776603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232300 ms
Total Talk Time (AGENT): 74867 ms
Total Talk Time (CUSTOMER): 81510 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a4e861ec-27f0-433f-a011-e8c23c776603_20250613T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I was calling to see who I need to talk to about filing a claim for my husband, uh, [PII], he had a stroke, and I'm in a stroke insurance.
[AGENT][NEUTRAL] OK, I can help you with how to file a claim. Um, who did, who am I speaking with again?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][POSITIVE] And a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a, your policy number with you?
[CUSTOMER][NEUTRAL] Uh, not right off, I don't.
[AGENT][NEUTRAL] OK. And are you the main policy holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get your social and I can look it up that way?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me just a moment to pull that up.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Let me look here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I do want to let you know that this policy lapsed in [PII]. Um, was it before then?
[CUSTOMER][NEGATIVE] What do you mean it laps? They they take that payment out of my check every month, every time I get paid.
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] Yes, ma'am. It looks like both of the, it looks like the policy you had with us uh lapsed last year. Um, I would talk with your uh employer and see if you have a different
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] Yeah, yeah, but they're taking money out of that too. I'm getting money taken out of my ticket until I get paid.
[CUSTOMER][NEUTRAL] I have a stroke insurance and the cancer insurance.
[AGENT][NEUTRAL] Um, then I would talk with your employer and see if it's through a different provider.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'll check with them and see.
[CUSTOMER][NEUTRAL] OK, let me call them and see cause they take out of me.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, and I apologize for that. Mhm.
[CUSTOMER][NEUTRAL] OK. All right. Who do I need to talk to?
[AGENT][NEUTRAL] Uh, you'll want to talk to someone in your HR or whoever handles your employee benefits. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, it's HR. OK, let me call them now because they taking payment out of my check every, every time I get paid.
[AGENT][NEUTRAL] Is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, that'll be all. Thank you.
[AGENT][POSITIVE] Alright thank you so much for calling APL.