AccountId: 011433970860
ContactId: 7711bad1-7b52-4bda-8ac3-8f2d9e75b7b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122699 ms
Total Talk Time (AGENT): 51079 ms
Total Talk Time (CUSTOMER): 66657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7711bad1-7b52-4bda-8ac3-8f2d9e75b7b3_20250228T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm doing great and I um actually worried that I figured out the answer to my own question before while I was waiting, um, but when there's a note that says just future laps date added uh to the policy but it doesn't tell you what that future lap date is um is that is that information like an on base somewhere like under the group or under the.
[CUSTOMER][NEUTRAL] Like how would I find out what the future lap date is?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh, the future laps date will be in the high that screen. Do you want me to look at it?
[CUSTOMER][NEUTRAL] Oh what? No, I can look at that. That's how did I not know that?
[AGENT][NEUTRAL] It will say that and if the policy is not lapsed yet, it means it has not been paid till that day.
[CUSTOMER][NEUTRAL] OK, so what would or where would it say the future labs date?
[AGENT][NEUTRAL] Um, I would say I really don't have, uh, I do, um, there's this section that says, um, billing type where we have those premium rates. There's a bill date for this period, additional amount, and there's a future lapse date. It's right above where the um group information is. It'll be on your right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK oh OK um.
[CUSTOMER][NEUTRAL] [PII] I think this guy wants to cancel his policy like right now but that's cool. I will send this to the broker and they can handle it.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][POSITIVE] Oh, thank you. I like learned something. I'm so happy. Today is a great day. I really appreciate your help.
[AGENT][POSITIVE] I, I, I know that feeling. You're welcome.
[CUSTOMER][POSITIVE] Thank you. You take care and have a great Friday.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye.