AccountId: 011433970860
ContactId: 6333fc0d-9603-4ba6-b710-ac0d23b0d29b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205350 ms
Total Talk Time (AGENT): 88799 ms
Total Talk Time (CUSTOMER): 70458 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6333fc0d-9603-4ba6-b710-ac0d23b0d29b_20250402T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][NEUTRAL] Good, good. Hey listen, we had, we were on American public life before. I just recently retired from the state of [PII]. And uh we need, we need to check the, you know, you know, what would the premiums be and can we get back on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, OK, we're gonna look at continuing the policy, OK.
[CUSTOMER][NEUTRAL] For dental insurance.
[AGENT][POSITIVE] Let's see, I can definitely help with that. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here, policy number.
[CUSTOMER][NEUTRAL] OK, the policy number is 602866.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hm
[AGENT][POSITIVE] Alrighty and it's just gonna verify some in I'm sorry.
[CUSTOMER][NEUTRAL] Yes it it is.
[CUSTOMER][NEUTRAL] Oh, I'm just saying it's a very old policy because we probably haven't had this one for quite a few years.
[AGENT][NEUTRAL] Yes, um, that looks like that was effective in [PII]. Um, OK, I'm just gonna verify some information really quick. Uh, can I get your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] It it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you so much for verifying that information. Alright, so it does look like this terminated in [PII], so I don't think we would be able to reactivate this policy, um, but I will still go ahead and put you on a brief hold and reach out to our customer service department just so we can find out for sure. Give me just a moment I'm just gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing all right, thank you. So I'm sorry, I already know the answer. He probably already knows the answer, but this guy has a policy that terminated in [PII] and he still wants to try to see if there's any way he can get it reactivated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What's that policy number?
[AGENT][NEUTRAL] It is 602-866.
[AGENT][NEUTRAL] And we are speaking with uh part one, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] 6866.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is dental.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. OK.