AccountId: 011433970860
ContactId: 0f8bff44-adc4-4fb9-9506-af6216ed3d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129380 ms
Total Talk Time (AGENT): 39242 ms
Total Talk Time (CUSTOMER): 84124 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/0f8bff44-adc4-4fb9-9506-af6216ed3d66_20250228T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you today?
[AGENT][POSITIVE] I'm good, very busy, but I'm good.
[CUSTOMER][NEUTRAL] I know, girl. It's been a day for me. I don't know about for you, but I'm just like, good grief, could this Friday be over already?
[AGENT][NEUTRAL] Yeah, the month end is always crazy for it.
[CUSTOMER][NEUTRAL] Yeah. Um, so I have a policy number. If you want, let me give that to you and I can tell you what's going on.
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][NEUTRAL] 02278059.
[CUSTOMER][NEUTRAL] Should come up for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I spoke with [PII], verified everything, and his daughter is on the line too. He gave me permission to speak with her. He did verify all this information.
[CUSTOMER][NEUTRAL] So his policy is lapsed and it's not supposed to be. He thinks it should still be active. I did reach out to [PII].
[CUSTOMER][NEUTRAL] Um, I was following the guru card and she said anybody in billing could help so from his understanding this policy should still be active.
[CUSTOMER][NEUTRAL] And so she had told me to contact billing.
[AGENT][NEUTRAL] Um, so just looking at the notes, he is actually going to have to contact the employer, um, because we received a notification from them in June of last year to lapse his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. June of last year. OK.
[AGENT][NEUTRAL] And it was we were told to lapse it effective August, effective um for [PII].
[CUSTOMER][POSITIVE] OK alright well I will tell them to contact the employer then and go from there thank you for the information. I appreciate you.
[AGENT][POSITIVE] Yeah, no problem. I hope you have a great rest of your day and it's not so busy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] You too girl, you too girl. Keep on keeping on.
[AGENT][POSITIVE] All right, have a good weekend.
[CUSTOMER][POSITIVE] All right you too bye.