AccountId: 011433970860
ContactId: 06c0ec5d-f423-4f29-9aec-50f561b88069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247580 ms
Total Talk Time (AGENT): 102634 ms
Total Talk Time (CUSTOMER): 117368 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/06c0ec5d-f423-4f29-9aec-50f561b88069_20250414T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my company, um.
[CUSTOMER][NEUTRAL] Canceled our cancer policies and I've got the paperwork to continue it and I mailed in the paperwork but then I received some additional paperwork in the mail um and on this additional paperwork it asked for um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me see, it asks for the coverage that I have and then the premium and I do not have that information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well I can give that to you um can I please get your name and your call back number so that I can look up that coverage and premium for you.
[CUSTOMER][NEUTRAL] Mhm. So uh my, my num, excuse me, my name is [PII], last name [PII] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you ma'am. And then Miss [PII], may I also get your policy number?
[CUSTOMER][NEUTRAL] 02535572
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to please verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] So my address is [PII].
[CUSTOMER][NEUTRAL] Uh, what was the next thing you needed?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm not sure if it's personal or work um but.
[AGENT][POSITIVE] It looks like personal.
[CUSTOMER][NEUTRAL] OK, so [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then the phone number that's on the policy?
[CUSTOMER][NEUTRAL] 942
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate you verifying all the information for me. OK, so um.
[AGENT][NEUTRAL] Let me give you your product type.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] The product ID number is G as in girl, C as in cat.
[AGENT][NEUTRAL] 7002.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is there 30s?
[AGENT][NEUTRAL] Just 200, 7002.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the plan type is cancer high.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your premium monthly is $39.50.
[CUSTOMER][NEUTRAL] OK, and it's both for employee and spouse correct individual and spouse?
[AGENT][NEUTRAL] Yes, ma'am. You have couple coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright and it looks like on this piece of paper I need to send in a premium and then you can bank direct it after that, is that correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][NEUTRAL] OK. Well, you're very welcome, Ms [PII]. Is there anything else I can help you with before we go? Do you have the address to send that to? The email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's all.
[CUSTOMER][NEUTRAL] Uh, let's see, um, well, I have the physical address because you need a check, so I have, um, I have [PII].
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK perfect OK thank you mhm.
[AGENT][POSITIVE] OK. All right. Well, you have a wonderful day, Ms. [PII]. We appreciate you calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.