AccountId: 011433970860
ContactId: 193fe056-8849-4d9c-be15-42bdca2b3733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399869 ms
Total Talk Time (AGENT): 136512 ms
Total Talk Time (CUSTOMER): 176833 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/193fe056-8849-4d9c-be15-42bdca2b3733_20250620T18:41_UTC.wav
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[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you this afternoon?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] This is, I am good. This is [PII]. Well, I've got an insurance husband on the phone. It's, it's a really an old policy, um.
[CUSTOMER][NEUTRAL] I just, um, he gave me 98.
[CUSTOMER][NEUTRAL] 182189
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][POSITIVE] Yes ma'am, take your time, [PII], you're good.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, when I put that in, put in this number, put in 64932.
[AGENT][NEUTRAL] So the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And um what's the name?
[CUSTOMER][NEUTRAL] Putting the old it's gonna be [PII].
[CUSTOMER][NEUTRAL] No, I'm not high, excuse me. Yeah, so [PII]
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] I've got her husband [PII] on the phone.
[CUSTOMER][NEUTRAL] It's family coverage and he is asking about a letter they received about um the policy term in because of age.
[AGENT][NEUTRAL] OK, hold on, hold on. For some reason it's, it's really hard to hear you. So it's for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know that's what he was saying.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it's her husband on the line and they received a letter about the policy terming because of age.
[CUSTOMER][NEUTRAL] Because of her age
[AGENT][NEUTRAL] Mhm. I see that. Um.
[AGENT][NEUTRAL] What department are you with?
[CUSTOMER][NEUTRAL] I'm in billing. They, they got the billing here.
[AGENT][NEUTRAL] OK, I figure I should know this, but I don't, I don't know anymore.
[CUSTOMER][POSITIVE] I know it's fine it's fine. I told you, OK, let's look at it together. Let's send it out. It's OK.
[AGENT][NEUTRAL] All right, yeah, I see that.
[CUSTOMER][NEUTRAL] Alright, I wonder, let me go see if I can find the letter. Hang on.
[AGENT][NEUTRAL] It was
[CUSTOMER][POSITIVE] We're all learning differently. It's like, let's look at it together. I promise I don't mind. Let's see.
[AGENT][NEUTRAL] Yeah, it looks like [PII], I don't know who that is, um, lapsed the policy due to age.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's a little white. I mean.
[AGENT][NEUTRAL] Are they wanting to know if they're able to continue it by paying for it themselves or?
[CUSTOMER][NEUTRAL] Yeah, I mean, he just, well, he just is like, why did it lapse in age but I guess it, I mean, I don't know.
[AGENT][NEUTRAL] Right, son of a gun. This one is so old, it's facts. I mean.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Give me a second to read it.
[CUSTOMER][NEUTRAL] You're OK. You're fine. I'm looking at.
[AGENT][NEUTRAL] It's from [PII]. I forgot we didn't have real things back then.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] No, we didn't. It was also crazy. It was much easier to me last year. Let's see, the coverage.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said they are wanting to see if they can continue the policy, correct?
[CUSTOMER][NEUTRAL] No, he did not. I think I misstood. He didn't say that. He's just talking about the letter they received about it being uh, oh, he may ask you if you can continue it, but about it it's fine due to her age.
[AGENT][NEUTRAL] Yeah, it is expired due to her age. The person who did it is [PII]. I honestly, I'm, I'm still fairly new so I don't know who that is or what department she's in. I imagine claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think she's she's in customer service.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, she's the one who lapsed it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I don't know if you're able to teams message her and see if she needs to talk to them. I'm not seeing anything on here that says that they can continue the policy, um, and they shouldn't be.
[AGENT][NEGATIVE] Paying after this one either because it looks like it lapsed.
[AGENT][NEUTRAL] Uh, this month.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Oh hold on sorry.
[CUSTOMER][NEUTRAL] What is that at 52.
[AGENT][NEGATIVE] Gosh, half of these pages are handwritten.
[CUSTOMER][NEUTRAL] Is it, is it 75.
[AGENT][NEUTRAL] Yeah, that's when the policy lapses is when they turn [PII].
[AGENT][NEGATIVE] Yeah, the way I remember it is they just pay that month's premium. They shouldn't have paid for June because it termed, so are they still getting billed for it or are they just wondering if that's the real reason why?
[CUSTOMER][NEUTRAL] And then at time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, they they shouldn't be.
[CUSTOMER][NEUTRAL] Right, yeah, I think they're just one of the reason why, so it's, it's faint job. I'm gonna this will answer me, um.
[AGENT][NEUTRAL] Yeah, it's, it's just because of their age, but I can't.
[CUSTOMER][NEUTRAL] Let me just
[AGENT][NEUTRAL] paperwork. I can't find in the policy because
[CUSTOMER][NEGATIVE] I don't think that they can keep it because the letter letter in all days it says the coverage on your above on your policy anniversary following your [PII] birthday. So after [PII], the policy expire and no further coverage will be provided effective to first.
[CUSTOMER][NEGATIVE] So that means I can't keep it.
[AGENT][NEUTRAL] Right. They won't be able to keep that. Um, and that is, that is what it is. Um.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][POSITIVE] OK, that's fine. Yeah, I'm just confirming with her. That sounds good. Thank you for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Um, I'll, I'll just tell him that I think it's, yeah, I'll tell what we talked about. Sounds good. Thank you, girl. Have a good one, OK.
[AGENT][POSITIVE] Alright thank you you too.
[CUSTOMER][POSITIVE] Thanks. Bye, bye-bye.