AccountId: 011433970860
ContactId: f5c3c454-7f53-44b7-9e4b-712d66e1de50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274910 ms
Total Talk Time (AGENT): 119234 ms
Total Talk Time (CUSTOMER): 95683 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f5c3c454-7f53-44b7-9e4b-712d66e1de50_20250109T21:13_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, yes. You know what, I was just calling to see if I have um accident insurance with you guys.
[AGENT][NEUTRAL] OK, yeah, I can definitely take a look and see what policies you have with us. And do you mind if I get your, uh, do you have a policy number on hand or do you want me to search it with your social, my friend?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think social would probably be easier.
[AGENT][POSITIVE] OK, perfect. And I'm ready for that social security number when you are.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] Perfect. And give me one second. And what was your first name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate that, Ms. [PII] and let me see, could you verify for me your last name and your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] Perfect thank you and.
[AGENT][NEUTRAL] Would you also be able to verify for me your mailing address on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect and then it looks like.
[AGENT][NEUTRAL] Just the email address on file if you can.
[CUSTOMER][NEUTRAL] Oh, it might be [PII] or the same [PII].
[AGENT][POSITIVE] It looks like a professional email.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate that and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does look like you have.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] It looks like you no longer have accident insurance with us, but it looks like maybe you have a cancer policy with us.
[CUSTOMER][NEUTRAL] Or do I have the, have the cancer policy with you guys?
[AGENT][NEUTRAL] Yeah, it looks like the group cancer policy, yes.
[AGENT][NEUTRAL] Um, but it looks like the accident policy you did have at one point and it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like it lapsed [PII].
[CUSTOMER][NEUTRAL] OK. Do you guys still provide that accident insurance through Clint ISD?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look at the group and if it tells me what they're offering.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the cancer, the cancer policy it's for, for me and my family.
[AGENT][NEUTRAL] Uh yes, I do see it as a family policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Products.
[AGENT][NEUTRAL] It does not look like they're still offering the active policy from what I can tell, but you are definitely also welcome to double check with your um HR representative.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, but the cancer policy, I'm just updating all of my stuff and I saw this. I'm like, I better make sure it's good.
[CUSTOMER][NEUTRAL] OK. Do you have the, do you have my policy number for the cancer?
[AGENT][POSITIVE] Yes, I can give you that policy number, absolutely.
[CUSTOMER][POSITIVE] OK, what is awesome.
[AGENT][NEUTRAL] It is 102.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2759
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 102-275-9.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, let me make sure I have that. OK, awesome. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Yeah it's my pleasure and thank you for calling us here at APL I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] My pleasure bye bye.