AccountId: 011433970860
ContactId: 35aff040-71f0-43e9-856d-9c49968a58d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238960 ms
Total Talk Time (AGENT): 127988 ms
Total Talk Time (CUSTOMER): 79538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/35aff040-71f0-43e9-856d-9c49968a58d2_20250204T20:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good, good afternoon. My name is [PII], and I'm actually calling. I had, um, I was, I sent in an application through, I guess, for reconsideration, and I sent them the payment and they sent me an email back, I, I guess about, um, creating an account, but when I go to do that, it's I it's time I'm not, I'm not eligible. It looks like I'm not eligible to create an account at the time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], um, can I please, uh, and I can help you with your online service center. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Um, 023.
[CUSTOMER][NEUTRAL] 616-71
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Um, the address should be [PII], and then my, what was it again? I'm sorry, the last thing, email.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][POSITIVE] Yes, I'm sorry.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and I see that your cell, the phone number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. All right, let's look and see what's going on.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, I, you're welcome. I do see that the policy is still lapsed, um, and you did send in your information to support your policy, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer you on over now to customer service so that somebody can assist you with uh your policy since you sent in your paperwork, OK sir? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a blessed day.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone. His policy number is 2361671. His name is [PII].
[AGENT][NEUTRAL] And he is calling.
[CUSTOMER][NEUTRAL] What's that name familiar?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He's been talking to some folks about getting his policy reinstated and he said he sent in his port paperwork, but the policy still lapsed. So I'm transferring him.
[CUSTOMER][NEUTRAL] Yeah, you have to get it approved.
[AGENT][NEUTRAL] OK, well I'm gonna let you talk to him he's just calling in um because he couldn't get into the online service center well his policy lap that's why, but um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] His callback number is the number that's showing up and I verified him lately so I'll let him. Are you ready for him?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.