AccountId: 011433970860
ContactId: efcce172-61de-46aa-a1ba-4606cf6299fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309790 ms
Total Talk Time (AGENT): 91692 ms
Total Talk Time (CUSTOMER): 110422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/efcce172-61de-46aa-a1ba-4606cf6299fe_20250203T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, hi, this is [PII]. Um, I was speaking last week with a [PII]
[CUSTOMER][NEUTRAL] Do you, is there any way I can speak to her?
[AGENT][NEUTRAL] Um, no, sir. Not, not if you don't have an extension for her. Um, I apologize.
[CUSTOMER][NEUTRAL] Oh, OK. Well, yeah, could you, um,
[CUSTOMER][NEUTRAL] I, I, well, just to summarize what we were going through, I called uh last week about my, uh, my policy, and it, it was, there was a problem with it. She was looking into it. I was um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Hoping maybe um that could be resolved she told me they they would take care of it but I just I'm calling back to follow up they never called us.
[AGENT][NEUTRAL] OK, yes, I was.
[AGENT][NEUTRAL] OK. Well, first, um, let me get your name again and a good callback number just in case we're disconnected and I can look, pull you up in the system and take a look at the notes.
[CUSTOMER][NEUTRAL] OK. Um my name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] OK. Um, well, I could pull it up by your social if you don't have your policy number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Alright, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this looks like it may be your work email.
[CUSTOMER][NEUTRAL] Now which one? The one you have [PII]. Is that the email you have?
[AGENT][NEUTRAL] Yes, sir, that's the email we have.
[CUSTOMER][NEUTRAL] OK, so I, you know, I'm on Cobra now. I'm not no longer at that work and um I had mentioned to her that my new email is the one of the first one I gave you.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] Cause I, I'm, I don't have access to that other one.
[AGENT][NEUTRAL] OK. And what's your, I can update this for you. What's your new email address again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat this back to you. um [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, I got your email address updated and let me take a look at the notes real quick. Mhm, no problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. Yes, sir. I'm showing that they're still um researching your plan.
[AGENT][NEUTRAL] Because it's still showing that the policy has expired and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that you stated that you're on Cobra but it's not showing up in our system yet and I'm showing that they're still researching um your plan and they'll contact you once they.
[AGENT][NEUTRAL] Get the information that they're looking for.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But I'm showing that it's still pending.
[CUSTOMER][NEUTRAL] But, but someone's working on it, huh?
[AGENT][NEUTRAL] Yes, sir, they are.
[CUSTOMER][POSITIVE] All right. OK. All right. I appreciate your help. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, no, that's, that's all. I appreciate it bye bye.
[AGENT][NEUTRAL] OK. No problem, [PII]. Thank you for calling APL. Bye.