AccountId: 011433970860
ContactId: fcebbc05-e295-4249-b57c-1e854a74db51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336720 ms
Total Talk Time (AGENT): 67758 ms
Total Talk Time (CUSTOMER): 59944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fcebbc05-e295-4249-b57c-1e854a74db51_20250129T15:54_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I was, uh, online, um, getting ready to try to file a claim and I just, uh, I don't think I've ever seen this, but I just need to make sure that my, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My coverage was still active cause on here it says lapsed.
[AGENT][NEUTRAL] OK, I can check on it for you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, it's 236953-0.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And Ms. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] What was the other thing you needed? I'm sorry?
[AGENT][NEUTRAL] And the email address?
[CUSTOMER][NEUTRAL] Oh yes, uh, [PII].
[AGENT][NEUTRAL] OK, we have your work email is that OK?
[CUSTOMER][NEUTRAL] Oh yes, so [PII]. Yes, that's fine.
[AGENT][NEUTRAL] OK, and you still employed with uh friendship, you see.
[CUSTOMER][NEUTRAL] Yes I am mhm.
[AGENT][NEUTRAL] OK. Um
[AGENT][NEUTRAL] Let me check and see what's going on.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm just gonna go ahead and check and see if the group's still with us. OK. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, it looks like the group is no longer with us and that's the reason is showing labs. Um, if you have a claim that was um prior to the [PII], you can still submit the claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But it is going to show labs because it is lapsed at this moment.
[CUSTOMER][NEUTRAL] OK, so do they have a, do we have a new provider or because I'm still paying into it, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not sure. You'll have to contact the HR department to see if they just moved to another vendor.
[CUSTOMER][POSITIVE] OK, I will do that right now thank you bye bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.