AccountId: 011433970860
ContactId: 0d2ba469-d6d3-4fea-bff6-14e59c82afda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280980 ms
Total Talk Time (AGENT): 112884 ms
Total Talk Time (CUSTOMER): 98681 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0d2ba469-d6d3-4fea-bff6-14e59c82afda_20250324T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. So I teach and since I believe [PII], I've had a cancer policy with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm actually grandfathered in and um they just swapped over this year to a different company but my cancer policy should have stayed with y'all since I'm grandfather, but it shows it's lapsed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And that that should not be right.
[AGENT][NEUTRAL] OK, let's take a look at that. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh yes, it is 1207939.
[AGENT][NEUTRAL] And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah, I'm showing that uh let me check a couple of things for you, Ms [PII].
[AGENT][NEUTRAL] OK, what I need to do is to get you to our customer service department and see if they can check on that for you. I'm showing that it is lapsed as well, so let me get you to a representative that can look into this further for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, if you'll hold just one moment please, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey, [PII]. It's [PII]. Happy Monday. And you sound like you might be doing a little better?
[CUSTOMER][POSITIVE] Yes, I am better. Thank you.
[AGENT][NEUTRAL] I'm so glad because that is so miserable with all this spring stuff.
[CUSTOMER][NEUTRAL] Yeah. Yes, it is.
[AGENT][NEUTRAL] Um, I have policy number 1207939.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she said this is a grandfathered in policy and it should not be lapsed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And she noticed that her school district went with another company, but she said this policy should not be lapsed.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh, what's her name again?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK. OK. Gotcha. OK.
[AGENT][NEUTRAL] I verified her information.
[AGENT][NEUTRAL] And that [PII] is the correct phone number for a callback if disconnected.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You ready? I mean, I don't know what we can do, but
[CUSTOMER][NEUTRAL] Um, yes, yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the thing about it, I, I won't keep you, but the notes say she called in November because she couldn't file claims. I mean, and she was told the policy was lapsed because she didn't take care of it. OK, but that's all. I mean, I'm just saying.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, I hear you. I'm with you. I'm with you. I'm with you 100%.
[AGENT][NEUTRAL] All right. Well, let me get her on the line and see if there's anything we can do. Thank you, [PII]. One moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] in our customer service department and she is reviewing your policy and will assist you further. Thank you for calling APL. Thank you. Take care. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] I'm good how are you doing?
[CUSTOMER][POSITIVE] Well, I'm good. So I've had this policy forever. I'm grandfathered in.