AccountId: 011433970860
ContactId: 30447610-d039-44f6-92aa-2ff2e6cc164d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257079 ms
Total Talk Time (AGENT): 111167 ms
Total Talk Time (CUSTOMER): 69886 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/30447610-d039-44f6-92aa-2ff2e6cc164d_20250404T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and I was calling to see um.
[CUSTOMER][NEUTRAL] I bought my uh coverage that I have with y'all to my uh
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so you're looking for benefit information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I was trying to see if it's still active.
[AGENT][NEUTRAL] OK, I can help and check to see if your policy is active. Can I please get your call back number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] What? [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, that I don't know. I, I could be my social.
[AGENT][POSITIVE] Yes, ma'am, that will work.
[CUSTOMER][NEUTRAL] Uh, my social is [PII].
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII] and my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you Miss [PII]. I appreciate you verifying that information for me. Alright, let me look and see if you have any active policies with us.
[AGENT][NEUTRAL] No ma'am, at this time you do not have any active policies. Your policy is terminated on [PII].
[CUSTOMER][NEUTRAL] Can I get your phone first? Can I, uh, it ain't no way that I could pay to get them reactive?
[AGENT][NEUTRAL] Um, I can transfer you on over to customer service to see if they can help you as far as supporting your policies. If there's any way that you can do that, I can get you help if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you on over. I hope you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got, um, hey, I've got Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, her callback number is the number she's calling from, uh, she is, and all her, uh, information's been verified, although the email address is not in there because I could not understand what she was telling me, so maybe you'll be able to understand it better, um, anyway, she's calling because she wants to support her policies, uh, policy number 243-0983.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she's asking if she can port all of them.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK, [PII], thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.