AccountId: 011433970860
ContactId: 644ecc93-3345-4006-8c3c-1a6efd3bfb9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284410 ms
Total Talk Time (AGENT): 148170 ms
Total Talk Time (CUSTOMER): 100312 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/644ecc93-3345-4006-8c3c-1a6efd3bfb9c_20250414T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I received something in the mail. however, it was dated a few months ago. Um, can I just give you like a cert number?
[AGENT][POSITIVE] Certainly, yes, please.
[CUSTOMER][NEUTRAL] OK, it's 02535818.
[AGENT][NEUTRAL] Thank you. Give me just a moment. I'll pull that information up and then we'll do a quick verification.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. for that. Um, can we start our verification by verifying your date of birth and then your address?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh-huh, um, [PII] and it's [PII].
[AGENT][POSITIVE] Wonderful and happy belated birthday.
[AGENT][NEUTRAL] Um, you're welcome. And Ms. [PII], the last bit of information, may we verify the looks like you're calling from the phone number we have on file [PII].
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] So the last thing is, let's verify your email, please, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I guess my personal would be [PII].
[AGENT][NEUTRAL] It's your work
[CUSTOMER][NEUTRAL] OK, so then I guess it would be, um, this is the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[AGENT][POSITIVE] Yes, ma'am. That's it. Thank you. All right, let's take a look and see what we have here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that was for you to continue with your um cancer coverage if you wanted to.
[AGENT][NEUTRAL] And you're just receiving that information and it was stated.
[AGENT][NEUTRAL] Back
[CUSTOMER][NEUTRAL] Yeah, it was dated [PII], um, so I'm not sure um my husband just handed it to me and he was like, here you go so I don't uh I don't know how long it's been here if it was in, you know, the current mail and I don't know if I can even do anything with it now if it's too late.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I would suggest, and I cannot guarantee, but I would suggest if you're wanting to continue with it, to go ahead and complete it and I will take you'll email it to our care team department they can at least go ahead and review it to see if you're able to continue with coverage.
[CUSTOMER][NEUTRAL] OK, so at this point is this policy canceled?
[AGENT][NEUTRAL] Yes, ma'am. It canceled [PII].
[CUSTOMER][NEUTRAL] OK, um, would you be, I guess it's canceled, so you probably wouldn't be able to tell me if they are able to reinstate it, how much it would be.
[AGENT][NEUTRAL] Well, I can tell you that the, it will not change. Um, it'll say 2548 with the same benefits, you will get a different policy number, however, you know, so that's the only thing that should really change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you're just saying go ahead and send it in, um, and then email it in I guess is what you're saying.
[AGENT][NEUTRAL] I would suggest emailing it in, then you have someone to confirm with you that it's been received and you have someone to correspond with.
[CUSTOMER][NEUTRAL] OK, all right, what is a good email address?
[AGENT][POSITIVE] And I can give you that email. OK, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then put the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, say that one more time because you cut out a little bit like [PII].
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK, so I'm not, I'm not a spelling out American, right? Just AM public?
[AGENT][POSITIVE] Right. Just AM public, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, I will either email that in then thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else we can assist you with today?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Well, thank you, Ms. [PII], for calling APL and we hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too. Bye.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.