AccountId: 011433970860
ContactId: 14c739b7-0389-415c-aedc-d38f755dc9ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140979 ms
Total Talk Time (AGENT): 93808 ms
Total Talk Time (CUSTOMER): 57012 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/14c739b7-0389-415c-aedc-d38f755dc9ad_20250312T17:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, good, good, good. Need your help. So I have two policy numbers, a critical illness and a cancer. So the cancer policy is 230.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7789.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then the critical illness is 2307795 on PIIBFT for both policies it shows couple.
[CUSTOMER][NEGATIVE] But then when I go to the PINAM screen it shows employee only and I'm thinking the self. Well I'm not gonna say what I'm thinking oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let me look it up for.
[AGENT][NEUTRAL] Hey, [PII], I just caught your voice.
[CUSTOMER][NEUTRAL] You did.
[AGENT][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] Oh, I'm sorry. OK. OK, so, um, so what happened was, um, it looks like the policy was reactivated, but they, they're bad about not um reactivating um Pine now. Mhm. So I'm reactivating it right now.
[CUSTOMER][POSITIVE] Oh no worries.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Checking. Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so [PII] I show is covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the, the spouse, let me go to the other one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's still making me put in the notes. Hold on, reactivated. Oh, reactivated spouse.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just gonna put that reactivated spouse.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, now let me go to the other 1, 795.
[AGENT][NEUTRAL] OK, let me look at real quick yep, couple coverage. It's easy to forget that when you're reactivating policies to go back.
[CUSTOMER][NEUTRAL] You do you all go to the PIBFT screen to do that?
[AGENT][NEUTRAL] Yes, well, the PIAT screen and then the PIBFT screen and then once you get through with all that, it's easy to forget to go to the PI back to the PINAM screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I am. I get it. I understand that.
[AGENT][NEUTRAL] But they're both, yeah, but they're both fixed now.
[CUSTOMER][POSITIVE] Very good. I see that. Thank you, [PII].
[AGENT][POSITIVE] OK. You're welcome, [PII]. Have a great rest of the day. OK. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.