AccountId: 011433970860
ContactId: 41cfb82a-0a02-4aad-a960-ce574b60ab7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382089 ms
Total Talk Time (AGENT): 102398 ms
Total Talk Time (CUSTOMER): 175048 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/41cfb82a-0a02-4aad-a960-ce574b60ab7c_20250409T18:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Uh, I did not have my uh premium taken out this past month. I'm just making sure that I still have the policy.
[AGENT][NEUTRAL] OK, I can check on that for you now. Um, may I have a callback number just in case we get disconnected, followed by the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Policy number is 61,000.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] It's [PII]. Mailing address is [PII] and my email is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and it needs to be drafting the [PII] of each month. You still have the RCB Bank.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, let me check and see.
[AGENT][NEUTRAL] Go on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's saying that it was lapsed due to age. Let me check on that.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, let me get customer service on the line first, OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that she's calling about her policy. It looks like it was terminated by [PII], um, indicating that it was due to age, and she, she's kind of a little bit, um.
[AGENT][NEGATIVE] Like confused about why it was terminated.
[CUSTOMER][NEUTRAL] There's age limits on things. Sounds like it's an intensive care. What's the policy number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so it looks like it is 61,000.
[CUSTOMER][NEUTRAL] 61,000
[AGENT][NEUTRAL] Yeah, it's a really old policy.
[CUSTOMER][NEGATIVE] It was just odd. It has so many zeros at the end that's all like.
[AGENT][NEUTRAL] Yeah, I know
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] I got you. Yeah, I did the same thing at the beginning. I'm like, I hope that's enough numbers when I put it in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, the policy terminates at age [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh wow. All right. Um, it is [PII].
[CUSTOMER][NEUTRAL] Alright, send it to me. um, what's your call back?
[CUSTOMER][NEUTRAL] [PII] and she's been verified?
[AGENT][NEUTRAL] Yeah mhm I did fully verify her mhm.
[CUSTOMER][POSITIVE] Alright love I'm ready thank you have a good day.
[AGENT][POSITIVE] OK, you're ready? Alright. You're welcome. You too. Here she comes. bye bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I got Miss [PII] on the line and she's gonna assist you from here, Miss [PII], OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today? I'm fine, thank you.
[CUSTOMER][NEUTRAL] Got your information pulled up and the representative that transferred you indicated you were calling today because you received the letter indicating that the policy was no longer active.
[CUSTOMER][NEGATIVE] No, I didn't receive a I didn't receive a letter. It just wasn't taken out of my banking account, so that's why I was calling.
[CUSTOMER][NEUTRAL] OK, I do apologize, Ms. [PII], um, so you have an intensive care policy and that policy does have an age limit. The age limit is [PII]. You are allowed to keep it up until you reach age [PII] and then you come off the anniversary date of the policy, and it looks like the anniversary was on [PII], so you were canceled on [PII].
[CUSTOMER][NEUTRAL] I can send you a copy of that letter if you'd like. Um, I do apologize, but you, it was sent out in February according to the notes, but I can send you a copy of it. So you the mail sometimes is not the best in the world, so, OK, and it was canceled as of when you said as of March.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, no that's fine that's all I need. I just wanted to make sure I thought, oh my goodness, I hope I'm not missing out something but OK, that's fine. I will make a note that it has been canceled and I will be concerned about it then.
[CUSTOMER][POSITIVE] Alright, is there anything else I can help you with, Miss before you go? No, no, thank you very much. I appreciate your help.
[CUSTOMER][POSITIVE] Thank you for calling APO you have a wonderful day as well, Ms. [PII]. Uh huh you too bye bye. Thank you bye.