AccountId: 011433970860
ContactId: 25fbfb95-5515-4aed-a494-278247898da1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206100 ms
Total Talk Time (AGENT): 102217 ms
Total Talk Time (CUSTOMER): 95288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/25fbfb95-5515-4aed-a494-278247898da1_20250409T18:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that she's calling about her policy. It looks like it was terminated by [PII], um, indicating that it was due to age, and she, she's kind of a little bit, um.
[CUSTOMER][NEGATIVE] Like confused about why it was terminated.
[AGENT][NEUTRAL] There's age limits on things. Sounds like it's an intensive care. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Uh, so it looks like it is 61,000.
[AGENT][NEUTRAL] 61,000
[CUSTOMER][NEUTRAL] Yeah, it's a really old policy.
[AGENT][NEGATIVE] It was just odd. It just has so many zeros in the and that's all like.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] I got you. Yeah, I did the same thing at the beginning. I'm like, I hope that's enough numbers when I put it in.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yeah, the policy terminates at age [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, send it to me. um, what's your call back?
[CUSTOMER][NEUTRAL] Oh wow. All right. Um, it is [PII].
[AGENT][NEUTRAL] [PII] and she's been verified?
[CUSTOMER][NEUTRAL] Yeah mhm I did fully verify her mhm.
[AGENT][POSITIVE] All right love, I'm ready thank you have a good day.
[CUSTOMER][POSITIVE] OK, you're ready. All right. You're welcome. You too. Here she comes. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me. I got Ms. [PII] on the line and she's gonna assist you from here on now, OK? OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm fine thank you.
[AGENT][NEUTRAL] Got your information pulled up and the representative that transferred you indicated that you were calling today because you received the letter indicating that the policy was no longer active.
[AGENT][NEUTRAL] And you have some questions?
[CUSTOMER][NEGATIVE] No, I didn't receive a I didn't receive a letter. It just wasn't taken out of my banking account, so that's why I was calling.
[AGENT][NEUTRAL] OK. I do apologize, Ms. [PII]. Um, so you have an intensive care policy and that policy does have an age limit. The age limit is [PII]. You are allowed to keep it up until you reach age [PII] and then you come off the anniversary date of the policy. And it looks like the anniversary was on [PII], so you were canceled on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can send you a copy of that letter if you'd like. Um, I do apologize, but you, it was sent out in February according to the notes, but I can send you a copy of it so you have it on file.
[CUSTOMER][NEGATIVE] Well, the mail sometimes is not the best in the world. So, OK, and it was canceled as of when you said as of March.
[AGENT][NEUTRAL] Yes, me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, alright, no that's fine that's all I need. I just wanted to make sure I thought oh my goodness, I hope I'm not missing out something but OK, that's fine. I will make a note that it has been canceled and I will be concerned about it then.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, Ms. Bro, before you go?
[CUSTOMER][POSITIVE] No, hon, no, thank you very much. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day as well, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.