AccountId: 011433970860
ContactId: c89845aa-ca05-473d-96ae-3c1eff85cb69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142559 ms
Total Talk Time (AGENT): 45182 ms
Total Talk Time (CUSTOMER): 59711 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/c89845aa-ca05-473d-96ae-3c1eff85cb69_20250624T20:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. Do you need the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, policy number is 955047.
[AGENT][NEUTRAL] OK. Could you verify your date of birth for me, please, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then lastly, just need a good callback number in case we're disconnected.
[CUSTOMER][POSITIVE] Lovely [PII].
[AGENT][POSITIVE] OK, thank you. How can I help you today?
[CUSTOMER][NEUTRAL] Is it showing that I have an active policy?
[AGENT][NEUTRAL] Um, it looks like this policy, let's see.
[AGENT][NEUTRAL] Uh, it looks like it terminated 9-1-2024.
[CUSTOMER][POSITIVE] Interesting because my employer is still taking money out of my check every month for this.
[AGENT][NEUTRAL] Um, I don't know if maybe they, it's possible maybe they switch to a different carrier. Um, sometimes that happens they'll switch to a different company, but we show it terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't receive anything terminated [PII] [PII], that's the last school year.
[AGENT][NEUTRAL] Yeah, and this was
[AGENT][NEUTRAL] Yeah, this was for um a group cancer policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, let me reach out to them um because I think they're still taking out of my.
[CUSTOMER][NEUTRAL] Check for that.
[AGENT][POSITIVE] Yeah, I would reach out to your human resources, see if they can help.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.