AccountId: 011433970860
ContactId: f113c589-920d-4ef9-b168-fcdc39049011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219380 ms
Total Talk Time (AGENT): 65412 ms
Total Talk Time (CUSTOMER): 110135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f113c589-920d-4ef9-b168-fcdc39049011_20250321T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm looking through all my policies from way back when. And I have a policy certificate number. Will you be able to uh pull it up and see what's going on?
[AGENT][NEUTRAL] Yeah, let's take a look. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 13139.
[AGENT][NEUTRAL] OK. Let me take a look here. One moment.
[CUSTOMER][NEUTRAL] Back then, I was hired with Arlington Independent School District.
[CUSTOMER][NEUTRAL] It's just somebody called me a couple of days ago and said, are you interested in purchasing uh some insurance or a policy? And I went, well, let me look over some of my policies. So I don't know if this is inactive or what.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's not coming up with that number. Let me try looking by your name. What's your last name, [PII]?
[CUSTOMER][NEUTRAL] It's [PII], and I have the certificate number. I don't know if that matters.
[AGENT][NEUTRAL] What's the certificate number?
[CUSTOMER][NEUTRAL] It's 960,040.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And it says, it says Medlink.
[CUSTOMER][NEUTRAL] 4, the uh Roman numeral 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for security, can I just verify please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So this was an old secondary like gap policy that was effective from [PII]. It looks like it's no longer active. I don't see any active policies with us under your name.
[CUSTOMER][NEUTRAL] OK. So what was that going to do? Was it because I had left, um, from high school to junior high? Because that's, I remember I went to a junior high.
[AGENT][NEUTRAL] Yeah, the policy itself was through Arlington ISD, so I don't know if at that time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If they were not offering the coverage anymore, if you opted to stop it, um.
[CUSTOMER][NEUTRAL] OK. So at this point, I can just trash it or shred it.
[AGENT][NEUTRAL] Yeah, it's no longer a valid policy, correct.
[CUSTOMER][POSITIVE] OK, very good. Well, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can do for you?
[CUSTOMER][POSITIVE] That'll be all. I was just I was pulling all my policies and insurance and I went, I better revisit these and either find out what's going on or what. Well, thank you, have a great weekend.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You too. Bye bye.