AccountId: 011433970860
ContactId: ec90c545-1401-4846-a5a4-e1b7e9d6b383
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269000 ms
Total Talk Time (AGENT): 81442 ms
Total Talk Time (CUSTOMER): 97122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ec90c545-1401-4846-a5a4-e1b7e9d6b383_20250401T16:12_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, hi, good afternoon. Uh, I'm a new customer. My, my employer just changed your, the insurance to your new insurance to this one, so I'm trying to register.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, um, but it's not letting me say that.
[CUSTOMER][NEUTRAL] You can find my information.
[CUSTOMER][NEUTRAL] So I know it's [PII], and yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Because I need uh I need uh I need the ID cards and also uh.
[CUSTOMER][NEUTRAL] If you can provide the uh declaration page that shows that you know we have green chart, me and my wife.
[CUSTOMER][NEGATIVE] So what do you need, uh, come on.
[AGENT][NEUTRAL] Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have it, but I can give you my social or.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] And go.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I'm sorry, what was the last thing?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, who is your employer?
[CUSTOMER][NEUTRAL] thing you securities.
[AGENT][NEUTRAL] Uh, what was the first name of it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't have the group in here. Are you are you trying to call APL? We're like a we're American Public Life?
[CUSTOMER][NEUTRAL] Yeah, I yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, APL mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I need uh I need a copy of the cards because um.
[CUSTOMER][NEUTRAL] Um, I wanna use my insurance, so.
[AGENT][NEUTRAL] Let me try one other thing.
[AGENT][NEUTRAL] Uh, I'm not pulling anything up under that group, uh, your employer name, under your name, under your social.
[AGENT][NEUTRAL] Um, I would contact my human resource do you contact your human resources at insignia.
[AGENT][NEUTRAL] And see if they're able to assist.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not, I'm not pulling up any of that information in our system.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Not even [PII].
[AGENT][NEUTRAL] No, I'm not pulling that up.
[CUSTOMER][NEGATIVE] Security is nothing.
[AGENT][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] Mm, you know why, why that could be? I guess uh.
[CUSTOMER][NEUTRAL] So early or
[AGENT][NEUTRAL] I don't know if
[AGENT][NEUTRAL] Now you say did you say it's supposed to be effective today?
[CUSTOMER][NEUTRAL] Yeah, today, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Unless they for some reason went with a different company and I'm not sure why they wouldn't be in here, so.
[AGENT][NEUTRAL] Like I said, I'm trying
[CUSTOMER][NEUTRAL] Says [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's what we, that's what we have we have plans like that, so I would reach out to your human resources and see if they can assist you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm