AccountId: 011433970860
ContactId: f9320ab9-f017-4bb8-b3bf-22fa609ba084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704840 ms
Total Talk Time (AGENT): 85341 ms
Total Talk Time (CUSTOMER): 151654 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f9320ab9-f017-4bb8-b3bf-22fa609ba084_20250113T16:48_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi I was trying to get verification of my coverage.
[CUSTOMER][NEUTRAL] Mhm. No, I'm.
[AGENT][NEUTRAL] OK, so you need like a breakdown of benefits.
[AGENT][NEUTRAL] Or eligibility.
[CUSTOMER][NEUTRAL] As the disability.
[CUSTOMER][NEUTRAL] And we see that in 45.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I received a letter from you guys that my insurance is gonna be canceled.
[CUSTOMER][NEUTRAL] So now it's showing lamps, but then I talked to ERB and they're like no they made a mistake so I just wanna see if it's back to being.
[CUSTOMER][POSITIVE] Active again.
[AGENT][NEUTRAL] OK. I can check on that for you. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] like everybody cleared up.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the policy number?
[CUSTOMER][NEUTRAL] I could do that.
[CUSTOMER][NEUTRAL] Um, mm, give me one second.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All 3 numbers.
[CUSTOMER][POSITIVE] Good morning. Hey.
[CUSTOMER][NEUTRAL] Uh, policy number 23 no online.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 2,307,790. What's up yeah.
[AGENT][NEUTRAL] OK, thank you. And I need to verify your date of birth, mailing address and email address for security.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Let me check it out.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check with customer service and see where we are with these policies. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Employee Retention Benefits, a division of ERB North America. You can dial an extension at any time. For sales, press 1. For customer claims services, press 2. For policy inquiries, press 4. For MetLife migration updates, press 5. For name directory, press 8. To speak to the please hold while we connect your call to extension 4.
[CUSTOMER][POSITIVE] Thank you for calling. Please leave a message and your call will be returned as soon as possible.
[AGENT][NEUTRAL] Thank you for holding. I'm gonna be patient for Miss [PII]. OK, um, you say you have already spoken to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they say to call us.
[CUSTOMER][NEUTRAL] No, I just wanted to verify if they if they had fixed the issue, I guess.
[AGENT][NEUTRAL] Oh, OK, well, yeah, they're the ones handling all the the policies for this group, um, so I was trying to get them on the line, but I keep getting their voicemail. Um, I'm not getting a live person to transfer you. Um, do you want me to put you through the voicemail?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's fine so it hasn't been fixed?
[AGENT][NEUTRAL] Um, everything dealing with this group has to go through [PII]. We cannot release any information based on, uh, it's gonna be through [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so do you have their number or?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Yeah I have their number.
[AGENT][NEUTRAL] You try. OK. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.