AccountId: 011433970860
ContactId: 3f9a954d-f8a3-4a21-8783-c0ab98674eb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242660 ms
Total Talk Time (AGENT): 105216 ms
Total Talk Time (CUSTOMER): 76130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3f9a954d-f8a3-4a21-8783-c0ab98674eb5_20250318T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have an insured and his wife um on the other line. They're wanting to continue their meddling policy. Um, he doesn't speak English very well, so he did verify the whole policy and gave us permission to speak with her on this call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so the policy number is 260.
[CUSTOMER][NEUTRAL] 5437.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's um.
[CUSTOMER][NEUTRAL] We're speaking with his wife, [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And is the insured retiring?
[CUSTOMER][NEUTRAL] Oh, they didn't say retiring. She just said he's no, there, he's no longer with the employer, but she didn't mean and I didn't think to ask.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Is it [PII]'s car?
[CUSTOMER][NEUTRAL] Uh, yes, there's ark.
[AGENT][NEUTRAL] OK. So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the policy was just issued.
[AGENT][NEUTRAL] Well, it was issued and then lapsed.
[AGENT][NEUTRAL] That is what I have here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I got it.
[AGENT][POSITIVE] All right. I'm ready.
[CUSTOMER][NEUTRAL] You ready? OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am. You're very welcome.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning how are you?
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm well, thank you.
[AGENT][NEUTRAL] All right. I was just advised um that you would like to continue uh the coverage for the policy or your spouse is willing to continue the coverage for the policy.
[CUSTOMER][NEUTRAL] Yeah, I just wanted to to see if um if we twerked a little bit if we could get the price down because uh the company was supposed to pay 50%.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah and then you know see if we wanted to continue and if it was available.
[AGENT][NEUTRAL] Alright, um, what I see here that is, uh, the policy is issued through your employer, so if you want to continue the coverage, it is something that you have to consult with um your HR um your husband's HR department, um, because again this policy is coming through the employer, um, as for the policy plan, um, allow me just a second to look at what um products.
[AGENT][NEUTRAL] Uh, the company has?
[CUSTOMER][NEUTRAL] Because he's no longer working with them.
[AGENT][NEUTRAL] OK, I see. Uh, but the policy was never um effective. That is what I see here.
[CUSTOMER][NEUTRAL] Right, it did not yet come into effect.
[AGENT][NEUTRAL] Then, um, I would.
[AGENT][NEGATIVE] I wouldn't believe it, it will be able to um be kept.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][MIXED] Since it was never effective and we never received a payment for it and it was issued through the group, yes, we apologize for that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's fine, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] All right. You too.