AccountId: 011433970860
ContactId: 7207d8ec-32c9-45bc-b72b-a25c7d249d32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250539 ms
Total Talk Time (AGENT): 82636 ms
Total Talk Time (CUSTOMER): 55559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/7207d8ec-32c9-45bc-b72b-a25c7d249d32_20250305T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi. Hi, [PII], uh, [PII] here. I was looking uh through my account because that's enrollment time, so I want to double check and see what all I have and then I see that it shows that it's lapsed. It's not lapsed, um, so I wanna see what the hell is going on.
[AGENT][NEUTRAL] All right, Ms. [PII], um, what is your policy number so I can look into it?
[CUSTOMER][NEUTRAL] 224-252-3
[CUSTOMER][NEUTRAL] And 224-1219.
[AGENT][NEUTRAL] All right. Can you repeat that second number for me, please?
[CUSTOMER][NEUTRAL] 2241219
[AGENT][POSITIVE] Alright, thank you very much, and allow me just a second while I try to pull them up through the system.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to pull up your policy and just for verification steps. Do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. And
[AGENT][NEUTRAL] OK, I do see here um your policy.
[AGENT][NEUTRAL] And allow me just a second to look into the notes of why this policy was canceled.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I do see here that
[AGENT][NEUTRAL] This group was scheduled to terminate um back in, it was [PII]. That's why it appears um that it's lapsed. I believe that the APFA.
[AGENT][NEUTRAL] Um, changed groups, they are no longer doing business with with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, so, OK, because I know I'm paying money, so now I guess I just need to figure out who the heck is, who took over.
[AGENT][NEUTRAL] Um, yes, who took over the, the um policies.
[AGENT][NEUTRAL] I do see here uh a phone number. Would you like me to provide it just so you can reach out to them?
[CUSTOMER][NEUTRAL] Yes, uh, hold on just a second.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Mhm, that will be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye bye.