AccountId: 011433970860
ContactId: 5788d414-4435-487f-8bcf-86ab4c7a962d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173919 ms
Total Talk Time (AGENT): 79933 ms
Total Talk Time (CUSTOMER): 48458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5788d414-4435-487f-8bcf-86ab4c7a962d_20250325T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I got this letter and I'm just trying to understand what it is.
[AGENT][NEUTRAL] All right, Ms. [PII]. Mhm.
[CUSTOMER][NEUTRAL] Give you a certificate number.
[AGENT][POSITIVE] Yes, I can have that.
[CUSTOMER][NEUTRAL] 02219894
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Alright, and let me just a minute to pull up your policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to pull up your policy and just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you very much. And I do see here that
[AGENT][NEUTRAL] Um, the policy was lapsed. Um, I'm not sure if
[CUSTOMER][NEUTRAL] What is this policy? What, when, like, who's it from like who's it true?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, the policy was issued through your employer.
[AGENT][NEUTRAL] Higgin Botha Insurance Agency.
[CUSTOMER][NEUTRAL] Who's that?
[CUSTOMER][NEUTRAL] Talos.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and for this policy, it would say accident, um, policy.
[CUSTOMER][NEUTRAL] Is this from like last year benefits or?
[AGENT][NEUTRAL] Mhm, yes, it was from last year's benefit and uh I'm trying to see um what happened with the group and um and see the reasoning of why it was sent.
[AGENT][NEUTRAL] OK, uh, I would assume since um the group is still active, um,
[AGENT][NEUTRAL] Your policy wasn't renewed for the year, um, and in case you would have liked to keep it by yourself, that's why uh the portability documents were sent to you.
[CUSTOMER][POSITIVE] Oh, so it was just for my benefits last year and, and then once the year ends if I wanna continue with that, then I pay on myself. If not, then I don't worry about it, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][MIXED] No, unless you would like to port it, but other than that, you're OK.
[CUSTOMER][NEUTRAL] OK, I will just rip this up. Thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too bye.