AccountId: 011433970860
ContactId: f9285598-316b-4579-a2e4-bbae4db63906
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216570 ms
Total Talk Time (AGENT): 99281 ms
Total Talk Time (CUSTOMER): 76461 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f9285598-316b-4579-a2e4-bbae4db63906_20250110T16:51_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, good morning. I'm calling because I have an upcoming appointment with a diagnostic um center, um, and they called you guys to get benefits, and they were told that my policy had been terminated, so they told me to call you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, um, let me take a look at that for you. Do you have the policy number handy, ma'am?
[CUSTOMER][NEUTRAL] The one I have is 1852275.
[AGENT][POSITIVE] Perfect. And can you verify your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would you also be able to verify for me, please, ma'am, your mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] And I'm so sorry, my screen just backed up. Would you mind giving me that policy number one more time?
[CUSTOMER][NEUTRAL] 181852275
[AGENT][POSITIVE] Thank you. I will have it written down in a 2nd spot in case that happens again.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] All right, perfect. I appreciate that, Ms. [PII]. And then the other thing to verify was just the name and the email address and phone number on the policy if you can.
[CUSTOMER][NEUTRAL] Um, it might be [PII] or [PII]. I'm not sure which one my husband registered when he signed up.
[AGENT][NEUTRAL] I think it was his professional email, and it's OK if you don't have it. We can just skip to the phone number.
[CUSTOMER][NEUTRAL] OK. So it might be something South Da Toyota, that's his job.
[AGENT][POSITIVE] Yeah, OK, perfect.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And then do you know his phone number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I appreciate you going through that process with me, and I am not sure what they were seeing because I show your policy is current and active. It looks like it's been active since [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't know why they said that.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Am I giving you the correct ID number? Because I know that last year at some point, I had the same issue, and it was because two digits had changed on the ID number.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] No, you're that you have the correct one. it hasn't changed yet, so I don't, I don't see anybody.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] has called recently to verify eligibility either. It looks like the last time was in November and we told him you were active, so.
[CUSTOMER][POSITIVE] That's funny. I just spoke to the lady of um verification and she told me that she spoke to somebody today.
[AGENT][NEUTRAL] Yeah, I mean, not that I'm seeing, we we're supposed to put notes every time we do anything on the policy, so, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'm sorry. I don't know why they give you that information. You're active, you're good to go. They are more than welcome to file a claim with us and we will do our best to take care of you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII], and if there's anything else you need, please don't hesitate to reach out to us, OK?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] My pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.