AccountId: 011433970860
ContactId: eb931ee5-9512-4ae8-b472-ec01352a7554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166179 ms
Total Talk Time (AGENT): 93230 ms
Total Talk Time (CUSTOMER): 56743 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/eb931ee5-9512-4ae8-b472-ec01352a7554_20250211T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I have been enrolled in this stuff and had no knowledge of it. What is going on?
[AGENT][NEUTRAL] OK, Ms. [PII], um, first let me get your callback number just in case our call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And you, uh, you said that, have you received something in the mail stating that you have benefits with us? Is, is that correct? And you're not sure why you have benefits with us?
[CUSTOMER][NEGATIVE] Yeah, cause I didn't sign up no paper. I didn't put my name down. I'm not even understanding why I'm my and stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. What is your, um, on that paper, does it give you a policy number?
[CUSTOMER][NEUTRAL] On this paper.
[CUSTOMER][NEUTRAL] Hold on, let me look. Yeah.
[AGENT][NEUTRAL] Yes, ma'am. What is that number, please?
[CUSTOMER][NEUTRAL] That policy number is 02495851.
[AGENT][NEUTRAL] OK, let me pull in that policy.
[AGENT][NEUTRAL] OK. And Miss [PII]?
[AGENT][NEUTRAL] For security reasons, I need to verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also what is your address and phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] The only thing I have is my address is [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And the number that the number that you gave me to call you if we're disconnected, is that your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] You said what else?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm looking at the policy. It was issued through Focus Workforce Management, the employer that you used to work for, but I do show that the policy, yes ma'am, I do show that the policy is no longer active, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what you wanted to.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, that's what I need to find out.
[AGENT][POSITIVE] So that helps you out some, I hope.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII]. I hope you have a blessed day and we thank you so much for calling APL. All right, bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] You too, ma'am.
[CUSTOMER][NEUTRAL] No, thank you. Bye now.
[AGENT][NEUTRAL] Bye bye.