AccountId: 011433970860
ContactId: 0340a5b1-9855-4c92-a280-4b8a3571980c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258750 ms
Total Talk Time (AGENT): 108850 ms
Total Talk Time (CUSTOMER): 118132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0340a5b1-9855-4c92-a280-4b8a3571980c_20250114T21:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, I got a letter that they termination notice, but I had sent the
[CUSTOMER][NEUTRAL] The check, OK, my name is [PII]. Starting off first.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, I had, I, they talking about I didn't fill out the papers, which I did fill out the paper, but I had this, uh, so, uh, fax them over to y'all. Did y'all get the fax?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can check for you, Ms. [PII]. Can you give me your policy number, please?
[CUSTOMER][NEUTRAL] It said 242-579-1.
[AGENT][NEUTRAL] OK, and we're checking about your policy to make sure that it's still active because you sent in the paperwork by fax. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], let me look.
[CUSTOMER][NEGATIVE] And then I paid and then, and then I pay them back the $46.98 for the 3 months of March, which I don't understand how, how this happened.
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your address, please? And your phone number and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that information. So, um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The policy number that you gave me.
[AGENT][NEUTRAL] Need to be lapsed because they issued, they got your paperwork and they issued you the new policy. Um, let me give you the new policy number.
[CUSTOMER][NEUTRAL] Oh, OK. I mean, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, new policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, cause they were telling me something about some, I don't know what else.
[CUSTOMER][NEGATIVE] Cause I did it when they changed it. I, I did it when they first start telling me to do this about 3 or 4 months ago and I don't understand what's going on.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I understand, ma'am. Yes, the, the policy, the product changed just the name of the product though nothing else changed on it.
[AGENT][NEUTRAL] And when you sent in that paperwork that told us that you wanted to keep your policy, so in order for them to keep your policy, they had to terminate your old one and and issue a new one. So you just need your new policy number.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] No, I'm still on the right track now, OK.
[AGENT][NEUTRAL] Yes, you are.
[CUSTOMER][NEUTRAL] OK, what is my new policy number?
[AGENT][NEUTRAL] Your new policy number is 25 it's 258.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 4413.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 13
[AGENT][NEUTRAL] Yeah, 258
[CUSTOMER][NEUTRAL] 2584414413
[AGENT][NEUTRAL] Yes, that's correct. And I'm looking at it right now and you're paid to [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with or anything else I can ease your mind? Bless your heart, you.
[CUSTOMER][NEUTRAL] Oh, I'm doing.
[CUSTOMER][POSITIVE] I'm, I'm doing good. You have a happy [PII]'s.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed one.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.