AccountId: 011433970860
ContactId: 112638ef-201d-4722-b4ed-a2f331756a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249330 ms
Total Talk Time (AGENT): 101453 ms
Total Talk Time (CUSTOMER): 79207 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/112638ef-201d-4722-b4ed-a2f331756a36_20250305T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII] this is [PII]. I've got, um, hi, I've got Miss [PII] on the phone, [PII]. Her policy number is 2445585. She did verify her policy.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said that um she had filled out the information for her policy to be on COR.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I do see that it was um lapsed from the BI report so she wanted to talk to somebody about whether or not we have received her COR information.
[AGENT][NEUTRAL] Alright, I got it. Uh, give me just a second to finish a note and then you can go ahead and transfer her. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, go ahead
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I got her.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a good day. Mm bye bye. You're welcome.
[AGENT][POSITIVE] Thank you. Thank you. You too.
[AGENT][POSITIVE] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, um, how are you doing today?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is great. I was just advised that uh you filled out the the information for your policy and you were wondering if we have received it for it.
[CUSTOMER][NEUTRAL] Um, well, yeah, my daughter is at the, was at the dentist this morning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] The, the check went through my bank yesterday, so I don't know.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] [PII], but it shows that it's just take um.
[CUSTOMER][NEUTRAL] From the bank yesterday, so I don't know.
[AGENT][NEUTRAL] Alright, Miss [PII]. I am looking into your policy here. Um,
[AGENT][NEUTRAL] Would this policy policy still be under uh your employer?
[AGENT][NEUTRAL] Or, or is it something that you would be paying?
[AGENT][NEUTRAL] By yourself and not coming out of your paycheck.
[CUSTOMER][NEGATIVE] Oh, it'd be because something might be personally paying. It was a cobra.
[AGENT][NEUTRAL] Mhm, the cover.
[CUSTOMER][NEUTRAL] Plan cause I haven't had.
[CUSTOMER][NEUTRAL] I haven't had work from my company since December.
[AGENT][NEUTRAL] All right, I see. Um, we received the notification from uh your employer to, um,
[AGENT][NEUTRAL] Pause the coverage, but we don't have the COA information. So what I can recommend right now is that if you can get in contact because we did not receive the COA uh paperwork, um, you can get in contact with um with big in that, sorry, with your employer and that way they can send us that paperwork over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] All right, well thank you for call.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you.