AccountId: 011433970860
ContactId: 121ab4b0-6cb3-4120-ae04-1dc25f584085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549760 ms
Total Talk Time (AGENT): 206310 ms
Total Talk Time (CUSTOMER): 164676 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/121ab4b0-6cb3-4120-ae04-1dc25f584085_20250318T16:31_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] Yes ma'am, I'm calling on behalf of my husband who was working for uh Commonwealth Restoration.
[CUSTOMER][NEUTRAL] And he got insurance through them, but now he's no longer working with them, um, does that, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that account close out or is there a different option for him?
[AGENT][NEUTRAL] Um, I mean, the accounts do close unless you all want to continue, um, then we can see if it's eligible to be continued, um, but that would be up to you all.
[CUSTOMER][NEUTRAL] OK, uh, if I wanted to see like how much you know was to it to get it to a lower price.
[CUSTOMER][NEUTRAL] How could we get that to work?
[AGENT][NEUTRAL] Um, well, I can pull up the policy and if you're on the policy or if he's available to um give us permission to speak with you, we can, depending on who the employer is, we can either get you to customer service to talk about those changes or I would direct you back to the employer and because it comes through the employer. So even if it's, you know, you're terminating with them or it's not even terminating, it's just changing the way the payments are won't be payroll deducted anymore.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, so if you could, he's here if you'd like to verify.
[AGENT][NEUTRAL] Sure. OK. Well, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][POSITIVE] Thank you for that, and I'll be more than happy to help with the continuation and um [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 026.
[CUSTOMER][NEUTRAL] 05437.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and I have him here and I would just need to verify and get permission to speak with you and then we can um continue with the call.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][POSITIVE] OK, and I just need you, hey, how are you doing today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][NEUTRAL] That's good. And I just need you to um provide your first and last name.
[CUSTOMER][NEUTRAL] Uh my first name, uh [PII]
[CUSTOMER][NEUTRAL] Uh, so [PII]
[AGENT][NEUTRAL] Thank you. And your date of birth?
[CUSTOMER][NEUTRAL] Hm. Birthing. Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then just your email address.
[AGENT][NEUTRAL] Well, I'm sorry, your email and your mailing address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Uh, yes, sir, welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What? I forget. I'm sleep.
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] This one looks like it might be a work email.
[CUSTOMER][NEUTRAL] Oh, OK, so he doesn't have that email it's not active anymore.
[AGENT][NEUTRAL] OK, we can update that one and what's the mailing address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Gateway is
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And Mr. [PII], um, are you giving me permission to speak with your wife on this call and make changes if needed?
[CUSTOMER][POSITIVE] Yeah, yeah, please, yeah, yeah, thank you, yeah, please, yeah, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, OK, so what email address would you all like to place on file?
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No. [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Mhm. And then [PII].
[AGENT][NEUTRAL] Yeah, so the [PII]. OK, here we go.
[AGENT][NEUTRAL] Hold on one moment updated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So it looks like the policies or this policy.
[AGENT][NEUTRAL] Well, it look like it
[AGENT][NEUTRAL] Wait, this is [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me go ahead and get you over to customer service to see if continuing is an option. Um, they'll let you know of the options and then the next steps that we need to either continue or if we cannot.
[CUSTOMER][NEUTRAL] Do, am I gonna have to verify with him again?
[AGENT][NEUTRAL] No, I'll let them know that I verified um with Mr. [PII] and he gave us permission to speak with you today.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. And before I transfer you, is there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all thank you.
[AGENT][POSITIVE] All right, well, thanks for calling APL and I hope you have a great day. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm doing good. I have an insured and his wife um on the other line. They're wanting to continue their meddling policy. Um, he doesn't speak English very well, so he did verify the whole policy and gave us permission to speak with her on this call.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so the policy number is 260.
[AGENT][NEUTRAL] 5437.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's um
[AGENT][NEUTRAL] We're speaking with his wife [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And is the insured retiring?
[AGENT][NEUTRAL] Oh, they didn't say retiring. She just said he's not there, he's no longer with the employer, but she didn't mean and I didn't think to ask.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Is it [PII]'s car?
[AGENT][NEUTRAL] Uh, yes, there's ark.
[CUSTOMER][NEUTRAL] OK. So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the policy was just issued.
[CUSTOMER][NEUTRAL] Well, it was issued and then lapsed.
[CUSTOMER][NEUTRAL] That is what I have here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I got it.
[CUSTOMER][POSITIVE] All right. I'm ready.
[AGENT][NEUTRAL] You ready? OK, hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Hello, good morning, Ms. [PII].