AccountId: 011433970860
ContactId: bcc33aef-4df3-4529-9e5c-33310b2b54bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202910 ms
Total Talk Time (AGENT): 74751 ms
Total Talk Time (CUSTOMER): 117502 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/bcc33aef-4df3-4529-9e5c-33310b2b54bf_20250108T22:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] Oh, I'm doing wonderful. How about yourself?
[CUSTOMER][POSITIVE] I'm doing well. [PII].
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][NEUTRAL] I wanted to ask, um, I have a policy with you guys. I tried, uh, creating an account on your website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wasn't uh allowed to, so I wanted to reach out and said to call this number.
[CUSTOMER][NEUTRAL] And um so I wanted to find out about my policy. I have here a packet, um.
[CUSTOMER][NEUTRAL] I have a policy number that I can give you.
[AGENT][POSITIVE] Yeah, that would be wonderful if I could start with that.
[CUSTOMER][NEUTRAL] OK, it's 14972.
[AGENT][NEUTRAL] 14972.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Alright, unfortunately, I'm not showing any.
[AGENT][NEUTRAL] Policies with that number. I could always try searching it with your social if you'd like.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, I mean this is a Metlink account uh [PII].
[CUSTOMER][NEUTRAL] Could be this is an old policy and we just have.
[CUSTOMER][NEUTRAL] I was already I'm not even with that employer.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] [PII]. OK, perfect. Let me try that number instead.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Just reading through this now it seems like this is a very old.
[CUSTOMER][NEUTRAL] property.
[CUSTOMER][NEUTRAL] Concentrated areas of exposure in the plan and it warned last year.
[CUSTOMER][NEGATIVE] Can't pay and then all the insurers you have to chip in.
[AGENT][NEUTRAL] And uh may I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And could you verify for me as well, please, your mailing address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. I really appreciate you going through that verification with me. And I do have your policy pulled up here. It does look like this policy terminated back in [PII]. It looks like [PII]. The policy lapsed.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so we don't have any current coverage for you.
[CUSTOMER][NEUTRAL] Was this a uh life insurance policy? What, what was, what was this?
[AGENT][NEUTRAL] Um, it was a gap insurance, so it followed your major medical to help pay for co-pay, co-insurance and deductibles.
[CUSTOMER][POSITIVE] Oh, got it, got it.
[CUSTOMER][POSITIVE] All right, no worries. Thank you so much. I have to take this over the line. Thank you.
[AGENT][POSITIVE] No worries take care bye bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Oh, you're still with me.