AccountId: 011433970860
ContactId: aba1ef85-644c-48fe-bc64-5c1c924bc230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198000 ms
Total Talk Time (AGENT): 71978 ms
Total Talk Time (CUSTOMER): 88468 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/aba1ef85-644c-48fe-bc64-5c1c924bc230_20250313T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and um
[CUSTOMER][NEUTRAL] I was calling because I have um short term disability and life um insurance through my employer.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Like [PII], so my question to you is the premiums, am I responsible for paying those or what have you? Because I haven't received any, nobody said anything.
[AGENT][NEUTRAL] OK, Miss [PII], can you give me your policy number and I can look it up and see.
[AGENT][NEUTRAL] Um, what's going on with your premiums?
[CUSTOMER][NEUTRAL] I don't have the policy number, but my social security number is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address, phone number, and email address?
[CUSTOMER][NEUTRAL] My address is [PII], phone number [PII], um, email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your policy.
[AGENT][NEUTRAL] Looking at your policy, it looks like.
[AGENT][NEGATIVE] Looks like your premium has been paid.
[AGENT][NEUTRAL] Um, your policy is still active at this time.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] It's for you on over to benefits on a card so you can discuss uh.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Payments with them because they're the ones that send in the premium for your policy.
[CUSTOMER][NEGATIVE] Mhm. You're breaking up really bad. Um.
[CUSTOMER][NEUTRAL] You you transferring me to them or what did you say?
[AGENT][NEUTRAL] Yes, I'm transfer you on over to benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over, Miss [PII]. Is there anything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you so much.
[AGENT][NEUTRAL] All right. You're welcome. It's gonna be a brief hold. We appreciate you calling APL. Bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.