AccountId: 011433970860
ContactId: ac3cd82e-e36a-4f11-af44-8b887087b2ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176029 ms
Total Talk Time (AGENT): 81845 ms
Total Talk Time (CUSTOMER): 82298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ac3cd82e-e36a-4f11-af44-8b887087b2ef_20250411T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy Friday.
[AGENT][POSITIVE] God bless you, [PII]. Hey my [PII]. Happy Friday.
[CUSTOMER][NEUTRAL] It's me.
[AGENT][NEGATIVE] I just started coughing out of nowhere.
[CUSTOMER][NEUTRAL] It's just cause you're on the phone, girl. Don't you know?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think I a drink of water.
[CUSTOMER][NEUTRAL] Can you check in?
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Can you check eligibility for me super quick?
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] 1966833 for Mr. [PII]. I was fixing to transfer him to [PII], but he said they've been taking.
[CUSTOMER][NEUTRAL] Money out so I just wanted to verify before I do transfer him over.
[AGENT][NEUTRAL] Well it's the number I put number 6 is in there. crap, we've got another spring because I think it's gonna spin and spin and spin.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know. That's what I do just fine. You wanna sit there and spend, sit there and spin. I'll go somewhere else.
[AGENT][NEUTRAL] I know, right? Well that was my fault though.
[CUSTOMER][NEUTRAL] I'm gonna do another screen.
[AGENT][NEUTRAL] That was my fault. OK, [PII].
[AGENT][NEUTRAL] He is paid to 11-2025 on that policy. Let's see, on his dental. All his policies term 11-2025.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, and I saw that um labs due to overdue report does that just mean that we haven't received the premium? I'm, I'm having a Friday brain so I apologize.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's just look at the whole group and see what they're looking like. Hold on a second.
[AGENT][NEUTRAL] This is 12155.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] GR GRQ.
[AGENT][NEUTRAL] Oh, there's tons of them who are active on here. Yeah, he's gonna have to go to UTBA and, uh, get this straightened out.
[AGENT][NEGATIVE] See if they're, they're not, well they're not paying on his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's, that's what I thought that.
[AGENT][NEUTRAL] Call us Cs.
[CUSTOMER][NEUTRAL] Yeah, but I always just, you know, try to check so there's not a lot of hoopla and.
[AGENT][NEUTRAL] I get it. I don't blame you. Yeah, just make sure you're doing the right thing.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Make sure I'm doing the right thing. Make sure these people get taken care of, you know, if it's something that's come through, I hate for them to go hollering at UTBA and uh I just want to keep everybody happy, girl.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] Amen, sister. I agree with you. I agree with you 100%. But yes, no, he is gonna have to talk to you today, darling.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so very much for for for for for verifying talk.
[AGENT][NEUTRAL] I'm verified we eat that, girl.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Thank you for verifying.
[CUSTOMER][POSITIVE] Have a good day and a happy weekend, [PII].
[AGENT][POSITIVE] You too. You as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.