AccountId: 011433970860
ContactId: 2f2d1e42-741c-4d5f-9a2c-bebb3e2fb487
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476380 ms
Total Talk Time (AGENT): 98851 ms
Total Talk Time (CUSTOMER): 120870 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2f2d1e42-741c-4d5f-9a2c-bebb3e2fb487_20250115T20:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I am calling about, uh, dental policy. It's a secondary policy and that I've had for years and years that inadvertently got canceled.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I'd like to restate it if I can.
[AGENT][NEUTRAL] OK, I can check with you.
[CUSTOMER][NEUTRAL] Just tell me what information.
[AGENT][NEUTRAL] Sure. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, um, my name is [PII].
[CUSTOMER][NEUTRAL] And you want my number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I see, yes, it's 00614093.
[AGENT][NEUTRAL] Thank you. What's, um, may I have uh your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] OK, do you want me to give you my date of birth and and mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, I just need to note it correctly.
[CUSTOMER][NEUTRAL] OK, now this, this is in my husband's name, [PII], but it's coverage for him and spouse, so will you be able to talk to me?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And you may have an old address there, but the current address is [PII].
[AGENT][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] Do you remember the old address?
[CUSTOMER][NEUTRAL] Yes, I do. It was [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] So it was terminated back in May.
[AGENT][NEUTRAL] Hm, um, let me check with customer service and see if it's possible to reinstate it because it's, it's been a while since they terminate. Um, let me go ahead and get them on the line for us, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hi so I'm good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I had a, uh, she's gone. I don't know, the call got disconnected, but I had a member on the line that she's calling to see if she can reinstate the policy she had with her husband, that it's been terminated since May. I, I don't think we can, but I was just checking on it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, let me take a look. What was the policy number?
[AGENT][NEUTRAL] 614093.
[CUSTOMER][NEUTRAL] 614093
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] In May of last year, no, that's gonna be.
[AGENT][NEUTRAL] Mm, that's what I thought.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No
[CUSTOMER][NEGATIVE] Yeah, no, too late.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. All right. I guess I can call her back and let her know that it is not gonna be possible. OK, thank you.
[CUSTOMER][POSITIVE] No problem at all. Thank you.
[AGENT][POSITIVE] OK. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.