AccountId: 011433970860
ContactId: 00d3bb49-ecc6-4b18-9f30-7c85960e4195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330970 ms
Total Talk Time (AGENT): 141758 ms
Total Talk Time (CUSTOMER): 125720 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/00d3bb49-ecc6-4b18-9f30-7c85960e4195_20250103T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII]. I'm calling about reinstating the policy.
[AGENT][NEUTRAL] OK, you're calling about your policy?
[CUSTOMER][POSITIVE] Yes, yes, ma'am, my apology.
[AGENT][NEUTRAL] OK [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course my name uh number is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] You know, I don't have it on me. I don't, I don't really know, so they send me, uh, go ahead, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine um I can look it up with your social security number if you wanna give that to me it'll pull it in for us.
[CUSTOMER][NEUTRAL] Of course, uh, that number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Yes ma'am, um, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, of course, the address should be [PII]. That's in [PII]. Um, email [PII]. And what else you said?
[AGENT][NEUTRAL] Uh, the, the cell phone, the number that you gave me to call you in case we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am, the [PII]. Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. Thank you so much. So, uh, you're calling on your policy today.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, how can I help you with your policy?
[CUSTOMER][NEUTRAL] Yes ma'am. The reason I'm calling, so I received the email. They sent out, you know, the paperwork to, you know, go ahead and fill it out to get it sent back, but when I spoke to an agent, I think it was, um, last week or earlier this week, I can't remember, she was telling me that I had, I had to pay, um, I guess the back pay, but I, I don't think I saw on the email was the $228.
[CUSTOMER][NEUTRAL] So I'm, I'm trying to get clarification on that end. Like how much do I need to pay as far as when I do the application to reinstate insurance? How much do I need to pay to send in with the bank with the um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're, you're calling because you want to reactivate your policy, but you need to know exactly what amount you need to pay to get your policy reactivated, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do, [PII] is I'll need to transfer you to customer service so that they can help assist you with that. I will let them know though that you've already verified your policy so you don't have to go through that process again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're very welcome and it's just gonna be a brief hold while I transfer you on over there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you [PII] you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you as well thank you bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Hey, I've got uh insured [PII] on the phone. He is calling about policy number 236.
[AGENT][NEUTRAL] 1671.
[CUSTOMER][NEUTRAL] 236.
[AGENT][NEUTRAL] I verified all of his information, the number that I.
[AGENT][NEUTRAL] Uh-huh. 236-1671.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, your phone's skipping out, so that's why I'm asking again. OK, [PII].
[AGENT][NEUTRAL] Oh, [PII]. Well, gosh, I'll get.
[CUSTOMER][NEUTRAL] [PII], you said? OK, and you verified it. What's his callback number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes, that's it.
[AGENT][NEUTRAL] I verify.
[AGENT][NEUTRAL] His callback number is the same number that's showing up the [PII].
[CUSTOMER][NEUTRAL] OK, and alright, is there a reason? I mean, did you get?
[AGENT][NEUTRAL] And he is.
[AGENT][NEUTRAL] Yeah, he's calling because he had talked to somebody last week about reactivating his policy.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] He received a letter in the mail that said he only had to pay $28 but he wants to verify and make sure the amount that he's supposed to pay because he wants to reactivate it.
[CUSTOMER][POSITIVE] Oh OK alright I can talk to him thank you.
[AGENT][NEUTRAL] OK, bye, [PII].
[CUSTOMER][NEUTRAL] Bye.