AccountId: 011433970860
ContactId: df592699-9880-45a6-8105-653559aecd2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164399 ms
Total Talk Time (AGENT): 74954 ms
Total Talk Time (CUSTOMER): 52858 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/df592699-9880-45a6-8105-653559aecd2e_20250106T22:43_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, my name's [PII]. Um, I'm just checking on my account and see if it's still active or not because I know you guys been switching around some stuff, so I just need to.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look at that for you.
[AGENT][NEUTRAL] Um, do you have that policy number, sir?
[CUSTOMER][NEUTRAL] The policy number is 023.
[CUSTOMER][NEUTRAL] 62567
[AGENT][POSITIVE] Wonderful and while I'm getting that pulled up, do you mind if I go ahead and also grab a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you verify your first and last name again for me one more time and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And I am gonna need to verify with you just your mailing address on file if you don't mind.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate you taking the time to go through that process with me and
[AGENT][NEUTRAL] Let's see. It looks like your policies with us discontinued this year. It looks like you had a critical illness that discontinued in August, and then the short term disability discontinued in July.
[CUSTOMER][NEGATIVE] So no insurance with you guys at all.
[AGENT][NEUTRAL] Um, no, not, not any active insurance with us currently.
[CUSTOMER][NEUTRAL] OK, and then um.
[CUSTOMER][NEUTRAL] Did it transfer it to anybody? I don't know what you are you guys just drop it.
[AGENT][NEUTRAL] Um, it doesn't tell us if your group chose to transfer.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it, it won't show us that. It just shows us that the coverage was ended.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And then when was it ended again? What?
[AGENT][NEUTRAL] Um, the critical illness looks like it ended [PII], and then the disability looks like it ended [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then are you guys affiliated with the ERB?
[AGENT][NEGATIVE] No, I don't believe so.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Hey, yeah, it's my pleasure. Is there anything else I can do to help you out today, my friend?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much you have such a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] My pleasure. Bye-bye.