AccountId: 011433970860
ContactId: 4c91b8af-8dc6-465f-ab46-840cde9413d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297119 ms
Total Talk Time (AGENT): 103675 ms
Total Talk Time (CUSTOMER): 188912 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4c91b8af-8dc6-465f-ab46-840cde9413d2_20250306T17:01_UTC.wav
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[AGENT][POSITIVE] Good morning. 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 are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a um insured on the other line. Her policy is lapsed, but she's been, she says she's been waiting for the continuation papers. Um, can you look at this with me?
[AGENT][NEUTRAL] Sure, what's the policy number?
[CUSTOMER][NEUTRAL] It's 229-1104.
[AGENT][NEUTRAL] [PII], [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said her agent told her that we, we mailed it off to her. We did, but she hasn't received it, um, and the policy is now lapsed, so she's wanting to know once she does get it, um.
[CUSTOMER][NEUTRAL] If this can be reinstated or what she would have to do cause she retired.
[AGENT][NEUTRAL] OK. All right, I've got it.
[CUSTOMER][NEUTRAL] Alright, did you need a callback number or anything? Are you OK?
[AGENT][NEUTRAL] I'm OK.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you very much. You're welcome.
[AGENT][NEUTRAL] Good morning Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] OK, she was stating that
[CUSTOMER][NEUTRAL] Did she explain what I was, yeah, what I was calling about? OK, so yeah, I was in a group plan. I retired, so it was going to expire at the end of February. Um, I'm working with a representative here named [PII]. He in talking back and forth, said that that you guys were gonna mail me a form that I could change it over to a personal plan and pay out of pocket.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it was supposedly mailed February and I never received it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we're now into March and I still don't have the paperwork.
[AGENT][NEUTRAL] Alright, do you have an email address? I can email that to you or?
[CUSTOMER][NEUTRAL] I do now with your email it will be like a PDF form that I can fill out and return or um if you email it to me what do I need to do with it?
[AGENT][NEUTRAL] Um, you might need, I'm not sure how that actually works. Uh, it'll have a letter and it'll have a form if you want to do a bank draft.
[AGENT][NEUTRAL] Um, you would just print it out, fill it out, and scan it back and send it back to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because he told me once I received it to let him know once I received the form, but I, my email address is [PII].
[AGENT][NEUTRAL] OK, hold on a sec.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, I will get that to you, um, like I said, uh, you just fill it out send it back to us and we can get it all taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, now the other um person that I spoke to was very helpful and she said I'm still within that time, so has this.
[CUSTOMER][NEUTRAL] It has the policy been canceled or did it just is gonna lapse because of the time?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the group called in and canceled it as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but they, they didn't call in until [PII], so you have 30 days from the [PII] in which to get that back to us.
[CUSTOMER][NEUTRAL] OK, so I need to get it back by [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And it can be faxed or emailed either way.
[CUSTOMER][NEUTRAL] OK and so.
[CUSTOMER][NEGATIVE] OK, well then I wish we would have done this right from the beginning because here I've been waiting all this time for the form that I never received.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, I am so sorry. Yeah.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] That's, um, so if I have a, I shouldn't have a problem, but if I have a problem getting opening this email or whatever, is there an extension I need to call back to?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, my extension is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's the same I called the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A
[AGENT][POSITIVE] Yes ma'am, and then put in my extension and it'll it'll come straight to me. I'm fixing to go to lunch now and so I will get that letter um printed up and emailed to you as soon as I get back from lunch, so look for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] OK that would be great thank you alright thank you very much.
[AGENT][NEUTRAL] In about an hour or two.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thank you. No, no, that's all. You answered all my questions and you've been a great help. Thank you very much.
[AGENT][POSITIVE] Alright well thank you for calling APL and you have a wonderful day and I'll get that right to you this afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thanks a lot bye.
[AGENT][POSITIVE] Mhm thank you goodbye.