AccountId: 011433970860
ContactId: 315b3b1b-dc0b-4d0b-8585-c9c3e7fc2551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122930 ms
Total Talk Time (AGENT): 44248 ms
Total Talk Time (CUSTOMER): 72045 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/315b3b1b-dc0b-4d0b-8585-c9c3e7fc2551_20250214T18:54_UTC.wav
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[AGENT][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was trying to reach uh customer service representative [PII]. She was trying to call me and I was on another call and so I was trying to call her back and it's in regards to, I was wanting to continue continue my coverage of my cancer insurance benefits.
[CUSTOMER][NEUTRAL] Uh, because I've retired.
[AGENT][NEUTRAL] OK, um, she is actually at lunch right now, but I can help you with um.
[AGENT][NEUTRAL] The continuation process. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do not with me because I'm in the car, uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's no problem. I can look it up by name or social.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what, what do you need?
[AGENT][POSITIVE] Uh, let's try the social. It's easier that way.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] But faster.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] OK, thank you. I've got that.
[CUSTOMER][NEUTRAL] And she was checking with her supervisor in regards to.
[CUSTOMER][NEUTRAL] Lapse of policy and all of that stuff.
[AGENT][NEUTRAL] OK, it looks like it would have to be reinstated um I can send you a reinstatement application, just fill that out and send it in.
[CUSTOMER][NEUTRAL] No, it's more it's more than that. So can, can I just leave a message for [PII] just to call me back or to try to call me back? I saw that she was trying to call me while I was on another call.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, I will, I will get a message to her and what's a good call back number? Mhm.
[CUSTOMER][NEUTRAL] That that
[CUSTOMER][NEUTRAL] Uh huh, the one that I'm calling from the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and you can just say that I'm just returning her call.
[AGENT][POSITIVE] Alright, I will let her know when soon as she gets back thank you.
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII]. Have a, have a good afternoon.
[AGENT][POSITIVE] And thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] OK.