AccountId: 011433970860
ContactId: b8bcc656-63a5-47aa-abae-dc293a53216b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284760 ms
Total Talk Time (AGENT): 127294 ms
Total Talk Time (CUSTOMER): 88553 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/b8bcc656-63a5-47aa-abae-dc293a53216b_20250414T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And on Friday I was trying to uh verify or upgrade my health insurance to the best possible policy that uh Crown Services office, and I'm afraid I um accidentally discontinued my policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, OK. All right. Well, I can check and see if your policy is still active. May I please get your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then what is, mhm.
[CUSTOMER][NEUTRAL] And what I want is the
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna ask you for your policy number, but you can continue.
[CUSTOMER][NEUTRAL] Well, I want the best policy that covers um medical. Hang on, let me get my policy number for you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] It's 259.
[CUSTOMER][NEUTRAL] 787 9.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII]. I've got you pulled up.
[CUSTOMER][NEGATIVE] I was trying to do the web, yeah, I was trying to do the web page and I think I screwed it up.
[AGENT][NEUTRAL] Oh no. OK. Well, we'll look at it. Um, I, can you please verify the policy for me? Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am. And then what is your
[AGENT][NEUTRAL] Address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then the phone number you gave me to call you back on, is that a good cell phone number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] OK, perfect. Thank you so much. All right, so I do show that the policy is active.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, that's good.
[AGENT][NEUTRAL] Yes, ma'am, you didn't lapse it. It's under Plan 2 Classic. Uh, if you want to change your policy, I'll have to, uh, transfer you on over to benefits and a card so that you can do that. We can't change it on our end, but it can go through your group and then your group can send in the information so that we can get the policy changed for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold I'll transfer you on over to benefits and a card and let them know, you know what you're needing so that they can help you further, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that's everything.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thanks for calling Benefits in the card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I've got an insured member on the line. Her name is [PII]. Uh, the last four of her social is [PII].
[AGENT][NEUTRAL] You spell her last name [PII]
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And she is on the other line because she's wanting to change her plan type.
[CUSTOMER][NEUTRAL] Alright, you can transfer her over.
[AGENT][POSITIVE] OK, thank you. You have a good day, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye, sir.