AccountId: 011433970860
ContactId: fad448a4-7f06-44cd-84f4-3343e4c147d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294260 ms
Total Talk Time (AGENT): 155152 ms
Total Talk Time (CUSTOMER): 110770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/fad448a4-7f06-44cd-84f4-3343e4c147d9_20250121T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, ma'am. I wanna see if you can help me out here. So I signed up for uh a whole bunch of different insurances through my company, the company I work for, and I'm trying to figure out if I have a policy with you guys or an account, however you wanna call it.
[CUSTOMER][NEUTRAL] Um, because this is the last one I'm looking for, so I wanna see if you can help me out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, I can help you to see if you have a policy with us. Can I get your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you, sir. And do you know if you have any policy numbers? Do you have a policy number I can look at or would you like to give me your social security number and that'll pull everything in for us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I, I think
[CUSTOMER][NEUTRAL] You know what, I'll give you my social. I have all kinds of paperwork from you guys, but I have no idea where my policy thing is at. It's, uh, you ready?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up that social real quick so that we can see if you have an active policy.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then for security reasons, can you please verify your address, phone number, and email address for me, please?
[CUSTOMER][NEUTRAL] It's [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, and the number that you gave me to call you back on, is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][POSITIVE] OK, thank you. I appreciate it, [PII].
[AGENT][NEUTRAL] All right, let me look.
[AGENT][NEUTRAL] I do not show that you have any active policies with us.
[CUSTOMER][NEUTRAL] I do not. OK.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] I just want to make sure, did I have one at one point?
[AGENT][NEUTRAL] You used to.
[AGENT][NEUTRAL] Yes. You used to have um short-term disability, uh, critical illness with us.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Your policy lapsed on
[AGENT][NEUTRAL] For short term disability on.
[AGENT][NEUTRAL] [PII] and also for the group critical illness also lapsed on [PII].
[CUSTOMER][NEUTRAL] Was that because the, because I work for the sheriff's department, was that because the sheriff's department uh stopped?
[CUSTOMER][NEUTRAL] I guess change companies or is that just because.
[CUSTOMER][NEUTRAL] Uh, what reason do you know?
[AGENT][NEUTRAL] Let me look and see.
[AGENT][NEUTRAL] I believe it was because they probably changed companies we received a notification from your group which is the sheriff's department and also um Union Bank and Trust Company is is who we were set up through for LA County.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] They're the ones that send us information saying that um we needed to lapse the policy.
[CUSTOMER][POSITIVE] OK, copy that, man. I appreciate your time. That's another one that I can't I'll find out that who, who I'm paying and I don't know. I'm paying somebody like $180 and I have no idea what insurance it is, so I'm trying to figure it out. I appreciate your time though, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, let me ask you, let me ask you this, um, I think I have the number to Union Bank and Trust. Would you like for me to transfer you over there so that you can.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's one
[CUSTOMER][NEUTRAL] Or that one.
[AGENT][NEUTRAL] So you can talk to somebody there.
[CUSTOMER][NEUTRAL] You mean you need life, you say?
[AGENT][NEUTRAL] Union Bank and Trust through LA County I can transfer you over there and you can talk to somebody there to see about.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your policy.
[CUSTOMER][NEUTRAL] Yes, can I also get their number just in case?
[AGENT][NEUTRAL] Absolutely. Um, the number is 1-800.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 674.
[AGENT][NEUTRAL] 9484.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] 84, can you transfer me over? I would really appreciate it, ma'am.
[AGENT][POSITIVE] Yes, it would be my pleasure to do so and thank you for your service. We appreciate you. You're welcome. Thanks for calling APL. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Bye bye, sir.
[CUSTOMER][NEUTRAL] Bye.