AccountId: 011433970860
ContactId: 56e27b94-fb44-4de4-92cb-dbeddf22cdc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126800 ms
Total Talk Time (AGENT): 46884 ms
Total Talk Time (CUSTOMER): 62435 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/56e27b94-fb44-4de4-92cb-dbeddf22cdc1_20250228T19:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] it's [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm glad it's Friday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, so I have an insured on the line.
[CUSTOMER][NEUTRAL] The policy number is 602.
[CUSTOMER][NEUTRAL] 962. Again, that's 602-962. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she says that she has received a letter from APL that stated [PII].
[CUSTOMER][NEUTRAL] Regarding her premiums.
[CUSTOMER][NEUTRAL] Well, first of all I don't see anything in on base.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] There's not a letter in it under correspondence and on base.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but anyway, so she had some questions regarding that, but based on the notes it looked like maybe this had to do with those policies that got lapsed in air and then reinstated, but again this letter is not an on base, so I can't.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Verify that.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] So that's what she is needing and she is fully verified and I have emailed her the OSC information.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right, [PII], thank you very much have a good afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm fine, and you?
[AGENT][NEUTRAL] I'm good thank you um, [PII] was stating you were calling because of the letter that you received?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, it looks like your policy was, um, canceled in in error.
[AGENT][NEUTRAL] Uh, but your policy has been reactivated. Everything is fine with your policy. There's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything is good, um, those letters were just sent out in there. I don't know.
[AGENT][NEUTRAL] What happened with that? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So just disregard the letter.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, nothing else.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you, good bye.