AccountId: 011433970860
ContactId: 313fec20-6e9d-423f-b265-98c5b75676b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368119 ms
Total Talk Time (AGENT): 167889 ms
Total Talk Time (CUSTOMER): 140112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/313fec20-6e9d-423f-b265-98c5b75676b5_20250127T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I was trying to reach [PII], and I pushed her extension but it didn't go through.
[AGENT][NEUTRAL] OK ma'am, I can try to help you get to Ms. [PII]. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you and then what, what is your um policy number Ms. [PII]?
[CUSTOMER][NEUTRAL] The last
[CUSTOMER][NEUTRAL] 980101129
[AGENT][NEUTRAL] OK, let me look that policy up real quick. We'll need to verify that before I transfer you over and find out if she's available.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] I mean the letter I got the letter we got came from her so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But you may be able to help just as well.
[AGENT][NEUTRAL] OK, Miss
[AGENT][NEUTRAL] [PII]. OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Mine's [PII].
[AGENT][NEUTRAL] Thank you, ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] The phone number is the one I gave you [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the email
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] OK, I'm gonna, I'm gonna add your email in because that wasn't in so I'm gonna put it in real quick for you in case you ever need to use.
[CUSTOMER][NEGATIVE] I probably didn't even have an email the last time I talked to someone.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm gonna make sure that it's in there for you though so we have it in case you ever need to use the online service center or anything like that we have it on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I've added that in for you, Ms. [PII].
[AGENT][NEUTRAL] And what does your letter state?
[CUSTOMER][NEUTRAL] Um, well, we got 2. We got one for my husband that says his coverage.
[CUSTOMER][NEUTRAL] An intensive care policy, coronary care policy expired on the policy anniversary of his [PII] birthday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And so he's no longer covered under that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, he turned [PII] a year ago, September.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And then what does the other letter state?
[CUSTOMER][NEUTRAL] The other letter is one to me and it says enclosed find a refund check for $10.20 for overpayment of premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's got my name on it. The other one has my husband's name, [PII], because I'm not [PII] yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm going to, um,
[AGENT][NEUTRAL] I'm gonna put you on a hold. I'm gonna see if Ms. [PII] is available for you, and I'll be right back, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] back with you again. So I'm gonna go ahead and uh transfer you to customer service. There should be somebody it looks like Ms. [PII] is away from her phone right now, but there should be somebody that can help you with your letters and customer service, OK?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][POSITIVE] Good morning thank you for calling and APL this is [PII] how can I help you?
[AGENT][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I, hey, I've got um Ms. [PII] on the phone. I have verified her policy. Her policy number is 60448.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] OK, 60448 OK.
[AGENT][NEUTRAL] She received two letters from [PII], but [PII]'s away from her. She's showing yellow, um, one of them stated.
[CUSTOMER][NEUTRAL] She's off today, yeah.
[AGENT][NEUTRAL] Oh, OK. One of them is stating that, uh, her policy, her husband was dropped from her policy because he reached the age of [PII], which, and she said, I just got this letter and that's been over a year ago that he turned [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm I know what's going on with it. What's her callback number?
[AGENT][NEUTRAL] OK. Her callback number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did I talk to her the other day? Let me see, hold on, don't, don't move just a second. Um, no, I did not. I talked to somebody else. OK, it was the same scenario. OK, I can talk to her.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thanks, [PII].
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye.
[AGENT][NEUTRAL] All right, bye-bye. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.