AccountId: 011433970860
ContactId: e07f441a-eacb-428b-b6bf-5b0718d48126
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241929 ms
Total Talk Time (AGENT): 101703 ms
Total Talk Time (CUSTOMER): 110774 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e07f441a-eacb-428b-b6bf-5b0718d48126_20250224T19:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name's [PII] with the APFA.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I got some kind of a text message stating that there was an enrollment going on.
[CUSTOMER][NEUTRAL] At this time, are you aware of that?
[CUSTOMER][NEUTRAL] Or is it because I had a life change?
[AGENT][NEUTRAL] What is your policy number? Do you have that available? Let me check and see.
[CUSTOMER][NEUTRAL] Event
[CUSTOMER][NEUTRAL] No, I was just trying to find it and I don't have a policy number.
[AGENT][NEUTRAL] Oh, and that's OK, Mr. [PII]. I can look it up by your social if that's OK with you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That number
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] Alright, thank you. Let's see what's going on. Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't mind, can I get you to verify your date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm a [PII] baby too.
[CUSTOMER][NEUTRAL] Mm, yes, for cancers, we don't crab if left alone.
[AGENT][POSITIVE] That's right
[CUSTOMER][POSITIVE] That's for sure. I love my home.
[AGENT][POSITIVE] For sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, most of the time I love my home.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] And what, what is your current mailing address? Let's verify that as well.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking your policies. The last active policy that you had with us.
[AGENT][NEUTRAL] Is a disability policy.
[AGENT][NEUTRAL] And what the text message from Fidelity or was it from APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought it actually came from the APFA.
[AGENT][NEUTRAL] Yeah, that's what it sounds like because your policy, your disability policy actually turned on 9-30-2024.
[CUSTOMER][NEUTRAL] OK, so right now I don't have no policies with APL.
[AGENT][NEUTRAL] So, I don't.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] That's what I thought and then.
[CUSTOMER][NEUTRAL] I got married in December so.
[AGENT][POSITIVE] Congratulations.
[CUSTOMER][POSITIVE] Thank you. So that changed everything because it was a life event, so.
[CUSTOMER][NEUTRAL] I had to change, you know, if I wanted to make changes with my medical on AA side I could, but I don't know if.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL works that way or not.
[AGENT][NEUTRAL] Well, because there's no active policy.
[CUSTOMER][NEUTRAL] Yeah, I have to wait until the fall.
[AGENT][NEUTRAL] Well, the, and you would need to just check with Fidelity on that.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] Now when you say fidelity,
[AGENT][POSITIVE] Or APFA.
[CUSTOMER][NEUTRAL] Oh check with APFA, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, let me give them a call then.
[CUSTOMER][NEUTRAL] And see what they have to say.
[AGENT][NEUTRAL] Yeah, because
[AGENT][NEUTRAL] I don't think you would be getting the um
[AGENT][NEUTRAL] Open enrollment since your policy has termed.
[CUSTOMER][NEUTRAL] Yeah, I didn't realize it did so.
[CUSTOMER][NEGATIVE] I just, so right now I have nothing for no extra through the APFA.
[AGENT][NEUTRAL] With, with APL there's no active policy.
[CUSTOMER][NEUTRAL] With APL, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I appreciate it. Thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you. And again, congratulations on your wedding, Mr. [PII]. And
[CUSTOMER][POSITIVE] Thank you very, very much.
[AGENT][POSITIVE] It was a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yep, bye bye.