AccountId: 011433970860
ContactId: 27f8780d-4d50-4acf-84f9-e367df53f2d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132449 ms
Total Talk Time (AGENT): 47478 ms
Total Talk Time (CUSTOMER): 59937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/27f8780d-4d50-4acf-84f9-e367df53f2d5_20250210T23:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I am working with some lawyers on my trust, and I'm trying to figure out if I still have this policy if it's still active. Can you check for me if I have a certificate number?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. What's that number you have?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 02237521.
[AGENT][POSITIVE] All right, thank you so much. Let me take a look here, one moment.
[AGENT][NEUTRAL] Alright, and then can I get the first name, last name that would be on the policy?
[CUSTOMER][NEUTRAL] But not to come.
[AGENT][NEUTRAL] And then date of birth and address, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] And I don't think you have my new address. You probably have [PII]. Yeah, I have a different address. That's probably why I haven't been getting anything for it. Is it still active?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] So it looks like the policy has lapsed. It has not been effective since [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so there's no way to reinstate it or anything, huh?
[AGENT][NEGATIVE] Um, no, I mean, you, not at this point. It's been lapsed too, too long, unfortunately.
[CUSTOMER][NEUTRAL] OK. No, that's OK. I just wanna check and make sure I don't have, so you, will you be able to check if I have any other policy with you? I've bought so much insurance that I just don't know which one I have.
[AGENT][NEUTRAL] Yeah, no worries. So I actually did look, I don't see any active policies with us at this time.
[CUSTOMER][POSITIVE] OK, great. Thank you so much, ma'am. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.