AccountId: 011433970860
ContactId: ec3ec0ab-22e7-426c-ab8e-83938ab981f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170139 ms
Total Talk Time (AGENT): 63210 ms
Total Talk Time (CUSTOMER): 49312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ec3ec0ab-22e7-426c-ab8e-83938ab981f1_20250218T19:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is uh uh uh the cancer uh insurance.
[AGENT][NEUTRAL] Yes, we do offer cancer insurance.
[CUSTOMER][NEUTRAL] I did through Monrose City school.
[AGENT][NEUTRAL] What was the name of the school system?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Monroe City.
[AGENT][NEUTRAL] Monroe City. Um hold on one moment. That's M O N R O E?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, we service Monroe City Schools.
[CUSTOMER][NEUTRAL] OK. Well, I had a mammogram taken today.
[CUSTOMER][NEUTRAL] So, how do you.
[CUSTOMER][NEUTRAL] I, I think this
[AGENT][NEUTRAL] You're wanting to know how to file a claim?
[CUSTOMER][NEUTRAL] Well, I know how to file. I'm trying to see if this is the right one that I have with y'all.
[AGENT][NEUTRAL] OK, well, I can look and see what type of policy you have. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] But you are.
[AGENT][NEUTRAL] You said [PII] is the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] I do have a um a policy here for you. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII] zip code [PII].
[CUSTOMER][NEUTRAL] 10.
[AGENT][NEUTRAL] OK, so I'm only showing one policy here with APL, but the policy is no longer active. It was effective from [PII]. Um, so you may have active coverage, but it's just not with APL anymore, but your benefits our HR department will be able to let you know who is through.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?