AccountId: 011433970860
ContactId: eab29e75-f98c-476b-9ad1-cddcea488580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219970 ms
Total Talk Time (AGENT): 97046 ms
Total Talk Time (CUSTOMER): 53060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/eab29e75-f98c-476b-9ad1-cddcea488580_20250327T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I'm calling because um I get the insurance through my employer and I just don't have my card, so I don't have information on like my policy. So I was wondering if you could help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, sure, I guess. Uh, may I have your name please and a callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], and you are requesting information about your policy. Excuse me, I would assume um you would like me to send you a policy ID card and policy certificate as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Um, would you like me to use or would you be comfortable if I use your social security number to look up the policy?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to pull it up.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to locate your policy. Um, just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] All right, Ms. [PII], um, so, as from what I see here in the system, um, the policy.
[AGENT][NEGATIVE] is no longer active.
[CUSTOMER][NEUTRAL] OK. Did it, did it say from when?
[AGENT][NEUTRAL] Um, it hasn't been active since.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]. Um, would it be the case that probably the, the, um,
[CUSTOMER][NEUTRAL] 196.
[AGENT][NEUTRAL] The group change of provider and there is a new provider um managing your policy that could be the case.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Maybe, yeah. That could be it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so yeah, I'd have to contact them then just to verify.
[AGENT][NEUTRAL] Yes, just to verify, it is probably uh another um provider since we um I see here that we no longer have an active policy with the, with the employer.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.