AccountId: 011433970860
ContactId: 63771792-5028-4805-b16d-2a6f90bc1d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108980 ms
Total Talk Time (AGENT): 52774 ms
Total Talk Time (CUSTOMER): 56203 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/63771792-5028-4805-b16d-2a6f90bc1d8c_20250110T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] Hey, I'm doing great. I have a quick question for you. I don't, I'm not sure if I need to transfer this call your way or not, um, but I have someone calling on behalf of their deceased sister. Um, the policy number is 1149428. Um, the policy has lapsed. Am I able to just tell him the policy is lapsed and he doesn't need to report that to us, or does he still need to report it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I'm sorry, it's um 1149-428.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's been a while since [PII]. When did they pass away?
[CUSTOMER][NEUTRAL] This December.
[AGENT][NEUTRAL] Yeah, they didn't have any active coverage you can tell us.
[CUSTOMER][NEUTRAL] OK, I, I just wasn't sure because I know like I, I don't know, I just wanna make sure that we didn't still like need something.
[AGENT][NEUTRAL] Yeah, as I, yeah, like I said, as long as there's, you're not giving them any details about the policy, you're good, but you can tell them that it's canceled and
[CUSTOMER][NEUTRAL] OK. It's not active? OK.
[AGENT][NEGATIVE] Yeah, it's not active and you can actually tell us it hasn't been active since [PII] and leave it at that since I just I.
[CUSTOMER][POSITIVE] OK, perfect. And so that's not like, OK, I got you. I love it.
[AGENT][NEUTRAL] Yeah, that's not a hip of a violation or anything cause you're not really.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] I know it's kind of hard to know when it took you a while to get used to it. Um, but in a case like this, because it has been so long, you're good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect so I will give him that information. I really appreciate you.
[AGENT][POSITIVE] No problem, let me know if you need anything else. Have a good evening. Thanks.
[CUSTOMER][POSITIVE] Thanks I appreciate it, [PII] bye.
[AGENT][POSITIVE] You're welcome bye bye.