AccountId: 011433970860
ContactId: c4038ff4-e123-40ab-8ed2-afcd91b888db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175330 ms
Total Talk Time (AGENT): 63689 ms
Total Talk Time (CUSTOMER): 107545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c4038ff4-e123-40ab-8ed2-afcd91b888db_20250311T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Uh yes I just called and left a message, uh, well I did the option to have a call back. Somebody called but then they hung up before I could, I mean it, it rang once and then it was disconnected, but anyway, I'm trying to figure out.
[CUSTOMER][NEUTRAL] What I actually have bought and what my monthly payment is.
[AGENT][POSITIVE] OK, well, I can definitely help you with your coverage and your payments. May I have your name and is this a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] people go.
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. I got a certificate number. Is that what you want?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 02356429.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] The celebrity to 8:50 right here on your.
[CUSTOMER][NEUTRAL] And is this separate than uh that do I, I, I kind of find out because there's something from Higginbotham coming out of my check that I'm paying for separate from my just regular benefits I mean it's coming out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, I, I don't, I don't know. I'm paying [PII] something. I don't know.
[CUSTOMER][NEUTRAL] It's not coming out of my paycheck, it's coming out of my bank, so I'm trying to figure out what is that.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, my system kind of glitched on me, so it finally just came up. Um, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] It's my, I don't know which email address you have on file, but my date of birth is [PII]. My mailing address is [PII]. Do you have my work email, [PII] or do you have my [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So, I'm actually showing um your policies that you had with us terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if there is, they may have new um.
[AGENT][NEUTRAL] You may have new coverage through your employer, but it's not with APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, good. Alright, well, I'm, uh, I mean, not good, but good to know because I've got, I got a letter from y'all too and I was like, what is this all about? OK, thank you so much for your time.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great week.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye bye.