AccountId: 011433970860
ContactId: 5da29900-4e0c-4dc9-8017-a9992ca436fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597289 ms
Total Talk Time (AGENT): 173519 ms
Total Talk Time (CUSTOMER): 204883 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/5da29900-4e0c-4dc9-8017-a9992ca436fe_20250523T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am trying to uh get some information.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Two things.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] OK, and policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Is it all right if I look you up by your social?
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, [PII], can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address and phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is the phone number the one that you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What questions do you have?
[CUSTOMER][NEUTRAL] OK. Um, I retired in December.
[CUSTOMER][NEUTRAL] And I'm looking at the paperwork that I have here and I say where I will mail paperwork. Is that policy still active?
[AGENT][NEUTRAL] Uh, no, ma'am, this policy, uh, the effective date was [PII], and the policy lapsed or became inactive on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Now is that uh I could have continued that or what did I supposed to do?
[CUSTOMER][NEGATIVE] To continue that coverage. I couldn't have.
[CUSTOMER][NEUTRAL] Because I'm looking at this paperwork and it says, yes, I could have and I, for some reason I got a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Check on highlight it and then it says we'll mail paperwork.
[CUSTOMER][NEGATIVE] And I don't know if I ever received the paperwork to send back. I thought I did.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So you did receive a continuous a continuation letter from us asking you.
[CUSTOMER][NEUTRAL] You're saying I did or I, I should have?
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] Is that is that the letter that you got?
[CUSTOMER][NEUTRAL] Well, I haven't gotten in. I don't know. I don't remember what I got, but it is.
[AGENT][NEUTRAL] Oh OK I thought you said that you had a letter.
[AGENT][NEUTRAL] OK, I apologize. I thought you said you had a letter, OK.
[CUSTOMER][NEUTRAL] No, no, no, I'm looking at a little a coverage thing, a chart from gentry, and I have a note on here says we'll mail paperwork, and I think that was y'all were supposed to mail me some paperwork.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can't and I'm looking at my notes.
[AGENT][NEUTRAL] Yeah, typically you would get that if you didn't get one from us.
[AGENT][NEUTRAL] Um, let me see something just real quick.
[CUSTOMER][NEUTRAL] OK, and I don't know if I
[CUSTOMER][NEUTRAL] Received it and send it back or?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you may have been able to uh.
[AGENT][NEUTRAL] Port it's called porting your policy port or reinstate your policy uh since you're no longer with your employer let me send you to customer service and they will see what all paperwork you might need because they're the ones who send out that paperwork.
[AGENT][NEUTRAL] OK, can you give me just a moment?
[CUSTOMER][NEGATIVE] OK, you're not showing, you're not showing where I received it and sent it back for some reason I'm thinking I sent it back.
[AGENT][NEUTRAL] I don't have a COR date on here. They might be able to look that up. They might be able to get into that system better than I can.
[AGENT][NEUTRAL] If you received it because you wouldn't have sent it to this department you would have sent it to them so they'd have a better understanding of if they received it or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] from the care team at APL. I have a Terry [PII] on the line um I verified her. She said that she retired from her employer and she said she never got any paperwork. She wanted to support her policy um, she said she never got any paperwork. She said she sent something in you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, or she possibly has sent something into you, and I can't see that she sent anything. I don't have a COR date on here or anything.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, do you know the policy number?
[AGENT][NEUTRAL] The policy number is 2390.
[AGENT][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] OK, hold on just a moment, let me pull it up.
[CUSTOMER][NEUTRAL] We found another screen here.
[CUSTOMER][NEUTRAL] 0249.
[CUSTOMER][NEUTRAL] Sparks
[CUSTOMER][NEUTRAL] OK, when did she send it in? Did she say or?
[AGENT][NEGATIVE] She didn't. That's why her the phone kept going in and out. So she said she never got anything from us, so she doesn't know what she needs to send to support her policy, um, but she said she sent something in. I just don't know what she, what she sent.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEGATIVE] Well it's too late to send it in now.
[CUSTOMER][NEUTRAL] But let me see, I'm looking through.
[AGENT][NEUTRAL] OK, do you want me to just tell her that?
[CUSTOMER][NEUTRAL] No, no, no, no, I'm, I'm looking through um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the golden.
[CUSTOMER][NEGATIVE] I received some this week and I was, I haven't done my letters yet to to send out that they're too late to to convert.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I was wanting to see if one of them was higher.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can tell you it's not yet. Let's check this one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I never knew anybody named [PII] until [PII] started working here and now we get tons of people named [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You you can go ahead and transfer.
[AGENT][NEUTRAL] OK, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, I'll be looking.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, give me one moment, I'll transfer her.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I have [PII] from customer service she's going to be looking into that for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. um, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, and she said that you stated that you sent something in to us to continue the policy, is that correct?
[CUSTOMER][NEUTRAL] I thought I did. I was looking in some, some through some paperwork and I see some notes here and um I have it checked and highlighted and then I have on here um we'll mail paperwork. So I'm thinking that that note was you all supposed to mailing me some paperwork.
[CUSTOMER][NEUTRAL] But I'm trying to find out if I sent it back. I'm pretty sure if it was sent to me, I sent it back.
[CUSTOMER][NEUTRAL] Or I'm just trying to track it down and see if this policy I know she said it lapsed in January.
[CUSTOMER][NEUTRAL] Yes, ma'am.