AccountId: 011433970860
ContactId: e338112a-533a-4fd8-b4aa-e13a299f3bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196380 ms
Total Talk Time (AGENT): 65989 ms
Total Talk Time (CUSTOMER): 91488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e338112a-533a-4fd8-b4aa-e13a299f3bdf_20250403T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I have a question regarding um
[CUSTOMER][NEUTRAL] Coverage?
[AGENT][NEUTRAL] OK, um, no, OK, like benefit information?
[CUSTOMER][NEUTRAL] Yeah, just, just checking that information.
[AGENT][NEUTRAL] OK, and you're calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] This is a personal policy.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh name is uh [PII], and, uh, the callback number is the one you're seeing [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, 02.
[CUSTOMER][NEUTRAL] 552-280
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, mailing address will be uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the email address?
[CUSTOMER][NEUTRAL] That's [PII], [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And what's the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you alright um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, so this policy is, looks like it's terminated. Um, are you trying to look for benefits pass?
[CUSTOMER][NEUTRAL] When was the Trinity?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. I'm seeing deductions for this. That's why I'm asking. Let me, uh, stay with me here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I get monthly like like I get my deductions from my work deducts my work from my job site deducts it and that's where it's currently, they pull the money from my account every payday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For this APL is that.
[AGENT][NEUTRAL] Well, um, that's through Ri at School LLC correct?
[CUSTOMER][POSITIVE] Yes, that's great.
[AGENT][NEUTRAL] Yeah, the group is no longer with us.
[CUSTOMER][NEUTRAL] I could reach out to
[CUSTOMER][POSITIVE] The, so the they, they terminated the, OK, and it's been coming out of my, my salary since Janu since I started with the company September. OK, I'll reach out to my HR department to go ahead and sort that out. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, there isn't. I hope you have a good day.
[AGENT][POSITIVE] OK, you too. And thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Mhm