AccountId: 011433970860
ContactId: 0a68c403-14a0-49a8-a749-047b588ce9ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224490 ms
Total Talk Time (AGENT): 73032 ms
Total Talk Time (CUSTOMER): 104940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/0a68c403-14a0-49a8-a749-047b588ce9ca_20250221T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm just calling to get a follow up. I mean, I called like 2 weeks ago and I, I was told I was gonna be um received a call from an underwriter. I'm still waiting.
[AGENT][NEUTRAL] OK, um, and Mr. [PII], do you have a policy number in regards to?
[CUSTOMER][NEUTRAL] Uh, I, I don't have it on me. I can give you my social if that's OK.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] Uh yes ma'am, my social is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh yes ma'am, [PII]. You come in. Oh, she's comfortable.
[AGENT][NEUTRAL] OK. And verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] My my date of birth is [PII]. Email is [PII].
[CUSTOMER][NEUTRAL] And you said email?
[AGENT][NEUTRAL] Uh, mailing address.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. Um, email mailing address is [PII]. That's in [PII].
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] OK, thank you so much. And you said that someone was supposed to call you as far as in underwriting?
[CUSTOMER][NEUTRAL] I guess with the approval of whatever they, yeah, that's what I was told underwriting. um I don't know why it would take so long.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I, I can go ahead.
[AGENT][NEUTRAL] No, go ahead. I'm sorry.
[CUSTOMER][NEGATIVE] No, I was gonna just say is I sent them everything they told me to send in so for the uh reinstatement and the payment and everything, and I was, yeah, I was so it's like they were gonna send, send me to underwriting that's where it was at the time and then I was gonna get a call back and it's been about two weeks ago.
[AGENT][NEUTRAL] OK, and this is for a reinstatement of your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Cause I had been my job, my, my former job, but that when um the owner sold, they retired and sold the company and new management come in, came in, and for some reason they canceled, everything was canceled, but I don't know why. Well, I guess it was, it was a new company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, because it looks like you spoke with someone in customer service. Let me see if I can get um.
[AGENT][NEUTRAL] Someone that can assist you. Hold on one moment, Mr. [PII], OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, this is [PII]. I have Mr. [PII] on the phone. Um, he stated that someone was supposed to call him back in regards to his reinstatement.
[CUSTOMER][NEUTRAL] We're still waiting on the supervisor.
[CUSTOMER][POSITIVE] I'll be happy to let him know.
[AGENT][NEUTRAL] OK. And do you need his policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it's 236-1671.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[AGENT][POSITIVE] Mhm. Have a great weekend. Bye.
[CUSTOMER][NEUTRAL] You too. Bye.