AccountId: 011433970860
ContactId: 1d645424-31d4-4f00-8b75-c832d8d3eedf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347429 ms
Total Talk Time (AGENT): 132074 ms
Total Talk Time (CUSTOMER): 209092 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/1d645424-31d4-4f00-8b75-c832d8d3eedf_20250514T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm good. Thank you. Um, I have a question about a policy that I see has a D7 on it. All the rest of the policies are active, but this one has a D7 and I just wanna make sure that it shouldn't have been, you know, active or something like that what happens with. Um, so, uh, the policy is 2456538.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 653-8 OK and usually when you say that D 7 it was issued in error usually but I'm looking to see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] She put policy declined due to miscellaneous. My goodness, what is that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And they don't have an.
[CUSTOMER][NEUTRAL] She said she has something about her heart. I'm not sure if that will stop her from getting that policy. I have no idea.
[AGENT][NEUTRAL] It very well could.
[AGENT][NEUTRAL] But that was in [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII], I'm looking and see.
[CUSTOMER][NEUTRAL] And I don't see anything that I can tell her, oh yeah, you don't have it because I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] See her application.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you said she like answered yes to a heart condition or something like that?
[CUSTOMER][NEUTRAL] Yes, uh-huh, that's what she said that she had to answer yes to a heart condition and that, like she tried to do a policy by herself, that's what she said, and it was declined due to the heart health condition. So she went through her employer and got this one. And um but she's now wanting to know if she has a disability because she was put off work because she had an accident. So it's not, it's not to do with that, nothing to do with the heart, but
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] She just needs to know if she has this ability because she had an accident, so.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and she's on the phone right now.
[CUSTOMER][NEUTRAL] She is. Mhm.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Real quick, see if I can.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I wish they put like, oh, not eligible or something like that, because miscellaneous is a lot of things.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm messaging her, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, um.
[CUSTOMER][NEUTRAL] You think we should give her a call back?
[AGENT][NEGATIVE] Maybe it might take a minute. Oh, I hate that, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I like, um, uh, whatever you think. I don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I mean, yeah, probably, I, I'm thinking probably we'll have to because we don't know what's miscellaneous and probably uh [PII] will probably urge to see why she put miscellaneous and that may take a little bit for her to figure out what's the miscellaneous about.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Right. Yes, gosh.
[CUSTOMER][NEUTRAL] Because this is [PII]. It's been a long time, so I will not know what's that and I'm sure she will be like, oh, I don't know what's that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, so I think, yeah, I'm gonna go ahead and just tell her that we're gonna research and give her a call back about the disability, um.
[CUSTOMER][POSITIVE] Yeah, I think that's the best thing I can do for her because, yeah, I'm pretty sure it's gonna take a little bit for an answer.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. She just answered and said she's gonna see if [PII] put a note in on base and it's not. OK, so yes, um, probably gonna need to call her back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's what I'm thinking because they don't know. They have to research that miscellaneous.
[AGENT][NEUTRAL] Cause I don't see anything in all day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh boy. OK. All right. OK. Let me just go, I'm gonna go back to her and let her know that we're gonna call her back. Is it OK if you call her back or do you, how do you want me to handle this one, you can call her back.
[AGENT][NEUTRAL] Uh, yeah, yeah. Um, will you just message me, whatever, or do you want me to talk to her and
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't wanna transfer her again because she was transferred from [PII] to me. So I'm trying to avoid transfer her again. Um, so, um, yeah, just, I'm gonna go ahead and IM you her information, uh, like the policy number and the callback number. And yeah, if you can call her back, please, let me know when you did, so I can notate. Yeah, I can, OK? Mhm.
[AGENT][NEUTRAL] Oh, OK. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, [PII] did just answer me.
[AGENT][NEUTRAL] She said it was declined due to her medical history. So it is with her having that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so yes.
[AGENT][NEUTRAL] Uh, I mean.
[CUSTOMER][POSITIVE] The heart condition. Got you. OK. OK. Well, that answers it. So yes, she doesn't have a disability. All right. Yeah. OK. Thank you so much.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Mhm. Thank you.
[CUSTOMER][POSITIVE] That was that. You're welcome. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Bye.