AccountId: 011433970860
ContactId: 51d1e852-7abd-4a64-a822-a15f3343d941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184649 ms
Total Talk Time (AGENT): 99522 ms
Total Talk Time (CUSTOMER): 62427 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/51d1e852-7abd-4a64-a822-a15f3343d941_20250121T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my, my name is [PII]. Uh, I've, I've been with MAU, which is a, a company that deals with y'all.
[CUSTOMER][NEUTRAL] Um, I've since left that company, uh, on the [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And you know I had the insurance for y'all guys and everything. I didn't know how long that would last, how much how long the coverage would help be for me.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, um, Mr. [PII], I can help you as far as checking how long your coverage will last. Can you please give me your call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02580635.
[AGENT][POSITIVE] Thank you sir, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons I'm going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] And what else? I'm sorry.
[AGENT][NEUTRAL] And the number that you gave me to call you back on if we're disconnected is that your cell phone sir?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] So you left on the [PII]. The policy is actually paid to [PII].
[AGENT][NEUTRAL] So you have 30 days from the
[AGENT][NEUTRAL] Date of payment if they took out a payment before you left.
[CUSTOMER][POSITIVE] I'll get, I'll get a check this week, yes ma'am.
[AGENT][NEUTRAL] OK, so if that payment, if there's a payment coming out of your check this week, that would pay you to [PII].
[AGENT][NEUTRAL] And you have 30 days from, from 30-day grace period after.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From [PII].
[AGENT][NEUTRAL] Right from when the policy would actually lapse.
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][POSITIVE] Very good. I just wanted to find out.
[AGENT][NEUTRAL] OK. All right. Well, Mr. [PII], is there anything else I can help you with, sir, before we go?
[CUSTOMER][NEUTRAL] That's it?
[AGENT][POSITIVE] All right, well you have a blessed week and thank you for calling APL sir.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][POSITIVE] You're very welcome. Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.