AccountId: 011433970860
ContactId: d75927c7-e605-48a8-abc5-5dcaca40f293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148559 ms
Total Talk Time (AGENT): 70700 ms
Total Talk Time (CUSTOMER): 47992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d75927c7-e605-48a8-abc5-5dcaca40f293_20250423T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to check on my benefits.
[AGENT][POSITIVE] OK, yeah, I can check those benefits for you.
[CUSTOMER][NEUTRAL] Um, it's, it's
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK. Um, I'm, I'm, I work for Urban ISD.
[CUSTOMER][NEUTRAL] And I just, I'm, I'm unclear about all the benefits of whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can take a look at those for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right thank you one moment please.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you um looks like it is through your employer.
[CUSTOMER][NEUTRAL] And I need to uh it's [PII] [PII].
[AGENT][NEUTRAL] So I've got a different one, it is [PII] [PII].
[CUSTOMER][NEGATIVE] Oh no, I no longer work for them.
[AGENT][NEUTRAL] OK, so, and I appreciate you verifying all of that information, [PII]. So that would probably explain, um, this policy is no longer active. You currently don't have any active policies with us, so it looks like this policy terminated [PII]. So it's possible that through your current employer they might have um that this coverage through a different carrier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.