AccountId: 011433970860
ContactId: 47152576-050a-4637-933f-679529dad630
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113319 ms
Total Talk Time (AGENT): 52398 ms
Total Talk Time (CUSTOMER): 57633 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/47152576-050a-4637-933f-679529dad630_20250609T16:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How you doing?
[AGENT][NEUTRAL] Hi, [PII], I'm fine. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm doing good. I have an insured on the other line. She has an intensive care policy and a cancer policy. The intensive care, uh, I guess it's terminated because she turned [PII], but it looks like the cancer did too, but she wants to keep the cancer.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, well, let me see, the intensive, does it matter which one or just give you one?
[AGENT][NEUTRAL] Um, just give me one, fine.
[CUSTOMER][NEUTRAL] OK, it's 459-726. That's the intensive care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There's the cancer. OK. So, yeah, you said the cancer was canceled?
[CUSTOMER][NEUTRAL] Well, it says active, but I see the, the um
[CUSTOMER][NEUTRAL] No, it's not canceled. It's active, but it still has that pay to date. Mhm.
[AGENT][NEUTRAL] Mm. Yes I.
[AGENT][NEUTRAL] The pay date is [PII], so she's not termed yet, she's paid up to 626.
[CUSTOMER][NEUTRAL] OK. So her cancer is not lapsing. It's just the same pay to date and the other one is lapsed.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right, exactly. Mhm. Yeah, um, we're gonna be drafting for her cancer policy on the [PII] of this month.
[CUSTOMER][NEUTRAL] OK, I could tell you that.
[CUSTOMER][NEUTRAL] OK. When I saw the two dates, I was like, wait a minute. Let me ask somebody. OK.
[AGENT][NEUTRAL] OK mhm.
[AGENT][NEGATIVE] No, uh, no.
[AGENT][POSITIVE] No, ma'am. No, it's still active. It's fine. Mhm. You're welcome, dear. Have a good day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[CUSTOMER][NEUTRAL] All right. You