AccountId: 011433970860
ContactId: ad9988ae-93b7-4e23-bdbd-298d023d3f52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132520 ms
Total Talk Time (AGENT): 42580 ms
Total Talk Time (CUSTOMER): 66644 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ad9988ae-93b7-4e23-bdbd-298d023d3f52_20250407T21:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I work for American Airlines and I have APL through uh the credit union, I think.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I was looking at my policy.
[CUSTOMER][NEUTRAL] Just to update things in my head and it says that my it says the status has lapsed. Can you please check that for me?
[AGENT][NEUTRAL] OK, um, sure. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, there's 2.
[CUSTOMER][NEUTRAL] Uh, Group Hospital indemnity is 2238196.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else do you need? Address [PII].
[AGENT][NEUTRAL] The no.
[AGENT][NEUTRAL] Mhm. Go ahead. Go ahead, the mailing address. Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Alright, [PII], it's either under [PII] or [PII].
[AGENT][NEUTRAL] OK. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Yes, um, the group is no longer with us since [PII].
[CUSTOMER][NEUTRAL] OK, so they, there's somebody else now, so we do, I do not have it with you.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, that's why it's lapsed. OK, well, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all, thank you, bye.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day bye bye.