AccountId: 011433970860
ContactId: f16cd080-6463-421c-a65f-45c377caf1b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 63263 ms
Total Talk Time (CUSTOMER): 77172 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f16cd080-6463-421c-a65f-45c377caf1b8_20250320T18:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon [PII], um, I, I wanna make sure.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um, our policy is still active.
[CUSTOMER][NEUTRAL] I don't know uh what you need uh company name group number?
[AGENT][NEUTRAL] Um, well, I'll be more than happy to help you with your policy and see if it's still active. Are you calling in reference to a whole group or your individual policy?
[CUSTOMER][NEUTRAL] The whole group.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 22566
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] And you said the group number is 22566?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] For tuna bakery and cafe.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And you said you're wanting to know if the group is still active?
[CUSTOMER][NEUTRAL] Yeah, I, I mean.
[CUSTOMER][NEUTRAL] Uh, our main insurance.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] The Company which was Humana canceled our policy so now it doesn't make sense to keep APL because it it was uh supplementary and I don't have.
[CUSTOMER][NEUTRAL] The main policy anymore so.
[AGENT][NEUTRAL] OK. So I'm actually, um, let me go ahead and verify. Um can you just verify your email address and the group's address? You've already given me everything else.
[CUSTOMER][NEUTRAL] Yeah, uh, the address is [PII], and my email address is [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying. All the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the group is no longer active effective [PII].
[CUSTOMER][NEUTRAL] Uh, OK, that's
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] That's good. OK, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's fine, OK.
[CUSTOMER][POSITIVE] No, no, no, that's all. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.