AccountId: 011433970860
ContactId: e52872d9-f804-4d0c-ba5a-3f670993040c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154800 ms
Total Talk Time (AGENT): 55049 ms
Total Talk Time (CUSTOMER): 61705 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e52872d9-f804-4d0c-ba5a-3f670993040c_20250113T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] If I don't wanna make any changes to my insurance, I don't have to do nothing, right?
[AGENT][NEUTRAL] Let me get, do you have your policy number? Let me take a look at your information.
[CUSTOMER][NEUTRAL] Do you need the policy number?
[AGENT][NEUTRAL] Uh huh I do.
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 906-667
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], what's your, uh, phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing a physical address for you on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. State of [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] Uh, I'm not sure, but I give you my email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks for verifying [PII] that is the uh email address we have on file um and so um it really depends on your employer if you're not if they're not changing policies I would say no, but you would need to check with them because your open enrollment is through your employer and not an APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate you answering my question.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, you're welcome. Any other questions I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am. Can you send me a new medical card?
[AGENT][NEUTRAL] Sure, do you want me to email it to the address that you verified?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, can you just mail it to me?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] We can request that be mailed over to you. Anything else?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All righty. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.