AccountId: 011433970860
ContactId: 6415840f-316f-4ccd-ad95-465c7b66fd00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155110 ms
Total Talk Time (AGENT): 83503 ms
Total Talk Time (CUSTOMER): 56682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6415840f-316f-4ccd-ad95-465c7b66fd00_20250401T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Benefits in a card.
[AGENT][NEUTRAL] Hi [PII], how are you doing?
[CUSTOMER][NEUTRAL] I have a mutual friend.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I mutual member. Why would I say friend?
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I mean you remember on the line, so he said he spoke to someone over there, and they told him that his benefits are not active, and I wanna know if that's.
[CUSTOMER][POSITIVE] Actually correct on your end, on our end, he is.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh oh, the phone's breaking up. Hello?
[CUSTOMER][NEUTRAL] Yes, that's him.
[AGENT][NEUTRAL] OK, yes, I just spoke with um him and a representative there. So let me go back to the notes. Hold on one moment. So in our system, the policy is not active. It the effective date and the lapse date both say [PII]. On [PII], um.
[AGENT][NEUTRAL] It's military time, [PII]. We received a um lapse policy from big auto lapse report.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's what prompted the termination. So I was trying to or ask the representative um that I because I I had called over to Vic to try to get some help, but he ended the line while I was holding for BI. So I was trying to ask her like if there was something that we need to receive something in writing, letting us know that this should in fact be reinstated and to win and, you know, if, if this lapse report was sent in error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will get in touch with the account manager for Noor and see what they could do because he's active and he doesn't have a.
[CUSTOMER][POSITIVE] And date on our end. So I don't know why you guys received that. But thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Just um your name one more time.
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're very welcome and thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.