AccountId: 011433970860
ContactId: a6337531-8a60-4b6b-8676-ee599cb4f006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195289 ms
Total Talk Time (AGENT): 35110 ms
Total Talk Time (CUSTOMER): 75010 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a6337531-8a60-4b6b-8676-ee599cb4f006_20250430T14:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how's it going? My name is [PII]. I was just on the phone with Tara, but the phone somehow got disconnected. I was calling because this I spoke to one of your colleagues prior to Terra, like 20 minutes prior to [PII], and they said that my coverage with you with you guys were term, but I'm looking at the.
[CUSTOMER][NEUTRAL] The website and it shows that the effective date of my coverage was [PII], so my question is to see why was it termed.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, would that be the group number or let me see, no.
[AGENT][NEUTRAL] the policy certificate number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Don't have it on me. Can I give you my social?
[AGENT][NEUTRAL] Uh, yes, that'd be fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, was that for your Medlink policy?
[CUSTOMER][NEUTRAL] Um, I guess the APL, the gap insurance, yeah, the med link.
[AGENT][NEUTRAL] OK, let me pull up the policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] And you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] And then just need two more pieces of information, your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it looks like this policy was through your employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would, you would have to contact them to see why it terminated. I don't know if you all went to a different carrier or what happened.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so it was the employer that terminated it then?
[AGENT][NEUTRAL] Yeah, it's an employer policy.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK, so let me contact them and see what's going on then.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] That'll be it. I appreciate it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.