AccountId: 011433970860
ContactId: eb7ff38b-63e5-44d0-adf8-cd1d378c7db3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292040 ms
Total Talk Time (AGENT): 146937 ms
Total Talk Time (CUSTOMER): 87312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/eb7ff38b-63e5-44d0-adf8-cd1d378c7db3_20250204T19:13_UTC.wav
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[CUSTOMER][NEUTRAL] I'm just wondering.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to see if I uh still have coverage with you guys.
[AGENT][NEUTRAL] OK, I can check and see if your policy is active. Um,
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I, yes, can I please get your name and your callback number, sir?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh that I don't know. I left my stuff at work. Um, can I just give you like my last 4?
[AGENT][NEUTRAL] That's fine. I can.
[AGENT][NEUTRAL] Um, I'll have to have your full social security number and I'll pull in every policy that you have with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So what that.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also for security reasons I'll also need you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And email, oh shoot, which one did I give you is uh maybe the [PII].
[AGENT][NEUTRAL] Looks like [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And then the phone number you gave me to call you back on in case we're disconnected that is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yeah, that's my cell.
[AGENT][NEUTRAL] Oh, OK, thank you. Alright, let me look and see if you have the active list.
[AGENT][NEUTRAL] No sir, I do not show that you have any active policies with us at this time.
[CUSTOMER][NEUTRAL] Oh, I don't, huh? OK. Oh, I wonder what happened with that.
[AGENT][NEUTRAL] No, sir. It looks like, um, it looks like your critical illness ended on [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And your short term disability also ended on [PII].
[CUSTOMER][NEUTRAL] What would that be?
[CUSTOMER][NEUTRAL] Is there a note?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I can um because the uh ERB is no longer associated with this with through Union Bank and Trust for LA County, but what I can do is I can transfer you on over to them and you could talk to them about your benefits, um.
[AGENT][NEUTRAL] If you would like to speak to them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, cause, yeah, same thing happened to me in uh [PII].
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] With colonial, they just, I never even filed a claim.
[AGENT][NEUTRAL] Oh no, yeah, they stopped.
[AGENT][NEUTRAL] Right, so, uh, yeah, they've, they're no longer with our company uh apparently they're using somebody else now, but I can transfer you so you can talk to them and see.
[AGENT][NEUTRAL] Who you have your insurance through now.
[CUSTOMER][NEUTRAL] Uh, but do I still have it through somebody, or?
[AGENT][NEUTRAL] I'm not sure that's something that they can answer for you though they may have switched to another company yes sir I understand um so it's gonna be a brief hold. Would you like the phone number just in case the call is disconnected while I'm transferring you you'll have it on hand? OK, that is [PII].
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 6749484.
[CUSTOMER][NEUTRAL] And who are they?
[AGENT][NEUTRAL] It's ERB employee retention benefits.
[CUSTOMER][NEUTRAL] ERB OK you know I think I did talk to them recently.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Oh, OK. All right. It's gonna be a brief hold, sir, and I hope you have a blessed rest of your day and we thank you for calling ATL.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you