AccountId: 011433970860
ContactId: da93e0e9-a9a4-4d9b-b1a4-b551a83e10e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237389 ms
Total Talk Time (AGENT): 109399 ms
Total Talk Time (CUSTOMER): 102522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/da93e0e9-a9a4-4d9b-b1a4-b551a83e10e0_20250113T15:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is uh [PII]. I'm a member of the um the AFL. I think I'm saying it right. OK.
[CUSTOMER][NEUTRAL] Um, it's a question I wanted to ask. Can you use that card if you go to urgent care?
[AGENT][NEUTRAL] Yeah, like you're needing a copy of your ID card.
[CUSTOMER][NEUTRAL] No, I said, do you, um, can you use your card if you're going to, uh, like urgent care, like a little small emergency room, they call it urgent care.
[AGENT][NEUTRAL] Oh, let me look at your policy, Ms. [PII], and I can help you figure out some of your benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you know your policy number, ma'am?
[CUSTOMER][NEGATIVE] Oh no, I sure don't cause I'm at work, no.
[AGENT][NEUTRAL] OK, um, I could look it up for you with your social if you like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm with the Beaumont Independent School District.
[AGENT][NEUTRAL] OK perfect let me search for that real quick and then Miss [PII], do you mind if I also grab just a quick call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Thank you so much. And let me see. I'm just gonna verify some information with you if that's OK. Could you verify your date of birth with me?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, thank you. And if you could also verify with me as well, um your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, perfect. And then Ms. [PII], if you could just verify for me the email address on file, that would be it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think it might be your your work email.
[CUSTOMER][NEUTRAL] Mm, oh, which one do you want my work email?
[AGENT][NEUTRAL] I think that's the one you have listed, yeah.
[CUSTOMER][NEUTRAL] OK, um, I, I thought I saw both of them on my paper and it could be something else. OK, it's uh [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for going through that verification process with me. I really appreciate it. And so I'm just looking at your policies. It actually looks like your last policy with us terminated back in [PII] and I'm not showing any current policies right now.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Oh, how come it's that? Why is that? I wonder.
[AGENT][NEUTRAL] Uh, let me take a look.
[CUSTOMER][NEUTRAL] Because I never did change anything.
[AGENT][NEUTRAL] Um, it looks like maybe your whole entire employer group switched to another insurance provider, but I'm gonna look into it just a little further.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so it looks like the group actually the.
[AGENT][NEGATIVE] The school district um canceled their insurance with us. I, I bet they went on to another insurance carrier. You might reach out to your HR and see who, who's carrying you now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, who's in place of that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh wow. OK, well thank you so much.
[AGENT][POSITIVE] Hey, it was my pleasure. I'm really glad I could at least get you pointed in the right direction, my friend.
[CUSTOMER][POSITIVE] Yes. OK, thank you.
[AGENT][POSITIVE] Hey my pleasure, Ms. [PII]. You take care and have a great day.
[CUSTOMER][NEUTRAL] Oh, OK. You too. Bye-bye.
[AGENT][POSITIVE] Thanks.