AccountId: 011433970860
ContactId: 56ea2ad6-57de-4bd9-8a49-9da47767e5db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278779 ms
Total Talk Time (AGENT): 129746 ms
Total Talk Time (CUSTOMER): 60989 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/56ea2ad6-57de-4bd9-8a49-9da47767e5db_20250303T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm fine. I was calling to see um how much is it to get this.
[CUSTOMER][NEUTRAL] Of insurance back active. I had received a letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um it was, yeah.
[AGENT][NEUTRAL] Alright, um, Miss.
[CUSTOMER][NEUTRAL] Do you need the policy number?
[AGENT][NEUTRAL] Yes, Miss, may I have your um name please and the callback number?
[CUSTOMER][NEUTRAL] The insured's name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 0249.
[CUSTOMER][NEUTRAL] 4169.
[AGENT][NEUTRAL] Alright, and let me just a second so I can pull up the policy.
[AGENT][NEUTRAL] And am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you mind verifying your date of birth and address for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Alright, thank you for verifying. And I do see here,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I, I will guess this policy is for your husband.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, unfortunately, I don't see you listed here, um,
[AGENT][NEUTRAL] I only see your husband.
[CUSTOMER][NEUTRAL] He right here, do you need to speak with him?
[AGENT][NEUTRAL] Um, yes, we need to, mhm, yes, we will need to him to authorize. Hello, good afternoon, Mr. [PII]. Would you, um, allow Ms. [PII] to obtain information from your policy?
[CUSTOMER][NEUTRAL] He right here.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you very much. That's all what we needed.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Ms. [PII], um, I do see here that the policy was canceled in [PII]. Um, unfortunately, you only had 30 days after the cancellation to notify us that you would like to continue your policy.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, what can we do is, if this is if you wanted to keep it like maintain it by yourself, um, if it's still through the employer, um, you can reach out to the employer and they can send us the information, um, so we can continue the policy.
[CUSTOMER][NEUTRAL] OK, we trying to do it ourselves right now though.
[AGENT][NEUTRAL] OK, then unfortunately, we cannot reactivate the policy. It has been already passed that um grace period.
[CUSTOMER][NEUTRAL] OK, so how do I go about doing another one?
[AGENT][NEUTRAL] Oh, the policy, let's see really quick here.
[AGENT][NEUTRAL] Uh, we don't offer um a loan on the this type of policy. It is a dental and hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, we're sorry for that. You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.