AccountId: 011433970860
ContactId: 1fc3db5f-009f-4aca-a1fe-dd1d6d553467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132160 ms
Total Talk Time (AGENT): 59377 ms
Total Talk Time (CUSTOMER): 38375 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1fc3db5f-009f-4aca-a1fe-dd1d6d553467_20250204T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling in regards to one of my policies that has lapsed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I can help you with your lapsed policy. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 2,307,790
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], how can we help you with your lapsed policy?
[CUSTOMER][NEUTRAL] So, um, this was supposed to be like fixed I guess because.
[CUSTOMER][NEUTRAL] I'm, I'm still paying for this policy with ERB because it's a group policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEGATIVE] And it's, it hasn't it doesn't seem to have been fixed at all.
[AGENT][NEUTRAL] OK, so what I'm going to do is
[AGENT][NEUTRAL] I'm going to need to uh transfer you.
[AGENT][NEUTRAL] On over to.
[AGENT][NEUTRAL] Union Bank and Trust with the LA Group.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hey it's gonna be a brief hold while I transfer you over so that you can um.
[AGENT][NEUTRAL] Talk to them about your benefits, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you would you like the number just in case?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The call gets disconnected during the transfer?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] OK, you're very welcome it's gonna be a brief hold and thanks for calling APL.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Bye-bye.
[CUSTOMER][POSITIVE] Thank