AccountId: 011433970860
ContactId: daa18839-5f0e-4567-abea-545a98f6e270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191399 ms
Total Talk Time (AGENT): 82237 ms
Total Talk Time (CUSTOMER): 104466 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/daa18839-5f0e-4567-abea-545a98f6e270_20250403T16:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just called in just now, uh, regarding, um, benefits information. Um, can you check to see if I have any active policies? One of them, um, I, the policy that I called about is now I've just learned that it has been, um, terminated, so I'm calling to see if I have any active policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you have already called and spoken with someone to find out that one of your policies is no longer active and you're just wanting to see if you have any other active coverage still. Is that correct?
[CUSTOMER][NEUTRAL] That is correct. That's correct, because my, my, my, my job is deducting the, the money from my account, but if I'm not having any.
[CUSTOMER][NEUTRAL] Policies and something's happening, you know.
[AGENT][NEUTRAL] OK, sure. So yes, ma'am, I can help you with this. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] You're speaking to [PII]. My phone number on the file is [PII].
[CUSTOMER][NEUTRAL] Address to verify um this [PII].
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], give me just a moment. So, OK, I have your phone number. What is one of your policy numbers or even the policy number that's no longer active, so that I can pull up your information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2280
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] Sure thing.
[AGENT][NEUTRAL] And Ms. [PII], because I'm not who you spoke to a moment ago, I will have to re-verify all of your information for security purposes. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] That's [PII]. The address on file is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] and my email address is the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can see that this policy is the one that's no longer active and that is the only policy, Ms. [PII] that you had with APO.
[AGENT][NEGATIVE] You did not have any other type of coverage with that. Mhm.
[CUSTOMER][NEUTRAL] I understand. I have a question.
[CUSTOMER][NEUTRAL] OK, so I'm seeing, I'm, I know this does not concern you, and I'm trying to reach my HR department, but I'm having difficulties with that. Um, when it's taking Medicare, so I'm seeing it's taking from you and it's taken from Medicare. Where's that Medicare coming from? Where does that Medicare go?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Now, that would definitely be a question, yes, for your HR department there, yes, ma'am, I wouldn't be able to answer that for you. I'm sorry.
[CUSTOMER][NEUTRAL] To Medicare.
[CUSTOMER][POSITIVE] It OK.
[CUSTOMER][POSITIVE] OK. No problem. So, thank you so much, ma'am. You're fine. Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome, sir. Absolutely. Can I help you with anything else today?
[CUSTOMER][POSITIVE] No, you can have yourself a great day.
[AGENT][POSITIVE] I hope you have a wonderful day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK bye