AccountId: 011433970860
ContactId: 6606b74f-33c6-435b-8c7f-b547db6bb86d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138320 ms
Total Talk Time (AGENT): 62905 ms
Total Talk Time (CUSTOMER): 40328 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6606b74f-33c6-435b-8c7f-b547db6bb86d_20250307T22:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. Um, I need some help. I have, well, I'll just give you one of them. There's a whole bunch of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] 1260316.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so she has quite a few policies, but there are 3 that have D7 and then all the other ones are lab.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 260316.
[AGENT][NEUTRAL] Tessie payers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that one's D7.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All of these policies have been lapsed for years.
[AGENT][NEUTRAL] What is she wanting?
[CUSTOMER][NEUTRAL] She's wanting to go over um
[CUSTOMER][NEUTRAL] Benefits. So D7 means it's laps as well. I, I don't know, it's just.
[AGENT][NEGATIVE] That means declined.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Probably because she had another policy at that time in [PII], she had a policy, so that's probably why those were declined.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] But yeah, the other policies have been lapsed since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's say, and she's with a group.
[AGENT][NEUTRAL] Let's see MTL 16247.
[AGENT][NEUTRAL] The group lapsed.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Yeah, she probably is calling the wrong company, uh, the, the group itself is lapsed, uh, they probably went with another company.
[AGENT][NEGATIVE] So she's probably just calling the wrong company.
[CUSTOMER][NEUTRAL] OK. Well, I will let her know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, thank you [PII] have a good weekend.
[CUSTOMER][NEUTRAL] All right. Yeah. You too. Bye-bye.
[AGENT][NEUTRAL] OK