AccountId: 011433970860
ContactId: 12b8a60d-2046-4103-98ea-4f2405a93404
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241809 ms
Total Talk Time (AGENT): 86440 ms
Total Talk Time (CUSTOMER): 93605 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/12b8a60d-2046-4103-98ea-4f2405a93404_20250220T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm trying to check on my uh policy for cancer insurance.
[CUSTOMER][NEUTRAL] Uh, make sure it's still active.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] I can give you the policy number.
[AGENT][NEUTRAL] Yes, I can check and make sure your card is still active, yes, please, sir.
[CUSTOMER][NEUTRAL] OK. [PII] and uh before I forget, which I do, uh, uh, it, I wanna give you a correct uh new address if everything goes well. OK, here's my policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 990143139.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[CUSTOMER][NEUTRAL] You want to say that again?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I got it. 99.
[AGENT][NEUTRAL] A 0143139.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me look it up real quick.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] That's purchased in [PII].
[AGENT][NEUTRAL] Oh, OK. So, can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you also the address that's on the policy now, can you give that to me please?
[CUSTOMER][NEUTRAL] It's on this paperwork. OK, it's uh
[CUSTOMER][NEUTRAL] Uh, [PII]. OK, I know where that's at. OK. [PII].
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Well, I've been moving around since then.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I'm trying to find
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm looking at your policy and the policy is no longer.
[AGENT][NEGATIVE] Policy policy is no longer effective.
[CUSTOMER][NEUTRAL] I'm sorry, say that.
[AGENT][NEUTRAL] Um, I'm looking, I'm looking at your policy and the policy is no longer active. It lapsed on [PII].
[CUSTOMER][NEGATIVE] Oh damn.
[CUSTOMER][NEUTRAL] OK, I thought I had that direct deposit.
[AGENT][NEUTRAL] Yeah, it's been a bit.
[CUSTOMER][NEUTRAL] Oh yeah, that, uh, that time frame that would have been my, uh,
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Checking account there in [PII].
[CUSTOMER][NEUTRAL] I do believe.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well.
[AGENT][NEUTRAL] Yeah, I do not and I and I looked and I don't see any active policies for you on file with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there any way to start that back up? I'm sure there's not.
[AGENT][NEUTRAL] No, sir, um, all of our policies are through employers and we don't do individual policies anymore.
[CUSTOMER][POSITIVE] Way fast.
[CUSTOMER][POSITIVE] OK. Well, that's good at least I track it down. I appreciate it.
[AGENT][NEUTRAL] They're all three groups.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yes, sir, Mr. [PII].
[AGENT][POSITIVE] Thank you sir we appreciate you calling APL you too sir.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm. OK, bye bye.
[AGENT][NEUTRAL] Bye-bye.