AccountId: 011433970860
ContactId: ce308335-c391-4dff-995c-7bdd89563386
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303260 ms
Total Talk Time (AGENT): 134172 ms
Total Talk Time (CUSTOMER): 103332 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ce308335-c391-4dff-995c-7bdd89563386_20250205T22:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] I can tell you.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, uh, I mean, are you able to hear me?
[AGENT][NEUTRAL] Uh yes, uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am, here's the question I have signed up with this for you all for a while back. I have never got online and signed in and I have never received any like paperwork.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] What do I need to do?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I can help you with that. Um, let's see. So you don't know your policy number?
[CUSTOMER][NEUTRAL] No, ma'am. Uh, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you find me?
[AGENT][NEUTRAL] I sure did uh looks like you have.
[AGENT][NEUTRAL] Uh, group accident, group critical illness, term life and disability.
[CUSTOMER][NEUTRAL] Is there a like cancer policy? There should be.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, I'm showing critical illness but not cancer.
[AGENT][NEUTRAL] Group accident.
[AGENT][NEUTRAL] Critical illness.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you mind verifying, make sure we still have current information on you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you um I don't show we have an email address on file. Would you like to put one on file with us?
[CUSTOMER][NEUTRAL] Yes ma'am, you're ready it's [PII]
[CUSTOMER][NEUTRAL] You go ahead.
[AGENT][NEGATIVE] Oh, hold on, hold on just a moment. It went to the wrong screen.
[AGENT][NEUTRAL] Let's see, OK.
[AGENT][NEUTRAL] And if you can start over again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I've got that added in here.
[AGENT][NEUTRAL] And you were looking for a cancer policy? Let's see.
[CUSTOMER][NEGATIVE] Yes, ma'am. I haven't received nothing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I thought I had signed up for the cancer, honestly.
[AGENT][NEUTRAL] OK, they may have another company that does the cancer. Hold on just a second, I'll see if.
[AGENT][NEGATIVE] This group even has cancer.
[AGENT][NEUTRAL] Uh 2661.
[AGENT][NEUTRAL] Yeah, we, we don't offer the cancer for this group, uh, just the, the four that I, I named off the disability group term, critical illness and group accident. Um.
[AGENT][NEUTRAL] They probably went with a different company for the cancer, you might wanna get with your employer and see what company they went with.
[CUSTOMER][NEUTRAL] It wasn't our employer. Some lady had come to our work.
[CUSTOMER][NEGATIVE] Signed this up and we never heard nothing from her else.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So my employer, they don't, I mean, my employer didn't do it. It was us did it.
[AGENT][NEUTRAL] Right, but you, you, they deduct from your paycheck and then they send in the money, so I'm sure they, they know where they send it to for the cancer.
[CUSTOMER][NEUTRAL] OK, can you send me something in the mail everything that I do have?
[AGENT][POSITIVE] Um, absolutely. I'll get that taken care of and get your policies mailed out to you.
[AGENT][NEUTRAL] Is there anything else that I can help you with today? We also do have an online service center where you can view your policies and everything there as well.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] OK. Can you happen to look and see how much I pay every week?
[AGENT][NEUTRAL] Um, I don't have that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] But no, send me them policies if you don't mind, please.
[AGENT][POSITIVE] Alright, I will get those out in the mail to you. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.