AccountId: 011433970860
ContactId: dc39545b-7a26-4003-8220-5dc263cf437d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342109 ms
Total Talk Time (AGENT): 81944 ms
Total Talk Time (CUSTOMER): 126712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/dc39545b-7a26-4003-8220-5dc263cf437d_20250205T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, this is [PII]. Can you get my information? What do you need from me? My, uh,
[CUSTOMER][NEUTRAL] Group number?
[AGENT][NEUTRAL] Uh, your policy number?
[CUSTOMER][NEUTRAL] OK, I don't have a I have a group number. Can you get it through my social?
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh just a moment.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[AGENT][NEUTRAL] OK. And your phone number and your email address?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, thank you. And your date of birth.
[CUSTOMER][NEUTRAL] My what? Oh, it's [PII].
[AGENT][NEUTRAL] Your date of birth?
[AGENT][POSITIVE] OK, thank you for your verifications and how can I help you this morning?
[CUSTOMER][NEGATIVE] I want to see what the status is on my policy. I've been having an issue where you guys claim I don't have an active policy, which I've been paying up a premium. I'm on Cobra. I was supposed to get a phone call from an [PII] last week. I never did, so I'd like to see what's going on if you don't mind.
[CUSTOMER][NEGATIVE] Calling I they don't respond.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing your policy is still canceled. Have you gotten with your employer to see if they're sending in the, the premium for can over?
[CUSTOMER][NEUTRAL] Am I supposed to do that? Because I haven't been told that. I, I was told [PII].
[CUSTOMER][NEGATIVE] In your office was going to do what you needed to do and was gonna call me back last week. Now you're telling me I need to call my employer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, because they're the ones that you send the money to and then they're supposed to send it in.
[CUSTOMER][NEUTRAL] Can I speak to [PII], please?
[CUSTOMER][NEGATIVE] This is ridiculous.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on just a moment, let me see if I can get her on the phone, mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna take me just a minute to to get her number here hold on.
[CUSTOMER][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I have, uh, a [PII] on the phone that said you were gonna call him back last week and I tried to help him, but he wants to talk to you.
[CUSTOMER][NEUTRAL] Alright, uh, what is his policy number?
[AGENT][NEUTRAL] 1867002.
[AGENT][NEUTRAL] And I verified all his information.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, give me just a second so I can pull up the policy.
[AGENT][NEUTRAL] It's one that was supposed to been on COR but we haven't received the COR payment or or anything, so I told him to get with his employer to see if they're sending it in.
[AGENT][NEUTRAL] So, but
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] He didn't like that answer, so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, uh, what is the policy number again? I was able to pull it up.
[AGENT][NEUTRAL] 186
[CUSTOMER][NEUTRAL] I'm probably
[AGENT][NEUTRAL] 7002.
[CUSTOMER][NEUTRAL] 0 75 give the number.
[CUSTOMER][NEUTRAL] I wonder if this is from a.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right, I got it.
[AGENT][NEUTRAL] Yeah, I don't see any notes or anything where you talked to him, but he said he talked to you.
[CUSTOMER][NEUTRAL] Uh, no, he talked to [PII] and [PII] placed a request so I could give, give him a, a call back, but I've been so busy that I really didn't thought that um they referred him to me. Um, but I will go ahead and take care of it. Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] It's all right. You're welcome.
[AGENT][NEUTRAL] OK. Here he is.
[CUSTOMER][NEUTRAL] Yeah