AccountId: 011433970860
ContactId: 781648c9-6c9c-44a8-90d5-471e62c338b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729719 ms
Total Talk Time (AGENT): 88946 ms
Total Talk Time (CUSTOMER): 93202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/781648c9-6c9c-44a8-90d5-471e62c338b2_20250203T21:37_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, my dentist just told me that I'm, I do not have, I no longer have a policy with y'all, so I, I wanna verify that because I'm, I'm still paying my employer for my insurance.
[AGENT][NEUTRAL] OK, I can check on it for you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, I actually changed my name. I got married like many years ago and I only changed it like 2 years ago, so I don't know, that's the issue. It's, uh, my name is [PII], but I think I'll just have [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Policy number is 608933.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] [PII] and do y'all have an email address? I've never received an email from you.
[AGENT][NEUTRAL] No, it's fine. We do have one, but it's, it's fine.
[AGENT][NEUTRAL] Let me check. Let me check the notes.
[AGENT][NEUTRAL] OK, let me share with customer service and see what happened, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is Soul.
[CUSTOMER][NEUTRAL] Hey, so I'm fine and you?
[AGENT][NEUTRAL] Uh, uh, I'm OK.
[CUSTOMER][NEGATIVE] Sounds sick.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I just threw up.
[CUSTOMER][POSITIVE] God bless you.
[AGENT][NEUTRAL] I know, and I, I've had this member holding. I'm sorry. Uh let me just tell you what's going on, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Real real quick, yes, you can get off the phone, yes.
[AGENT][NEUTRAL] Yeah, uh, policy 608933.
[AGENT][NEUTRAL] Um, and, and, um, her policy is terminated, but she don't know why, and I see the notes it says lapse policy over overdrew, so I'm not sure if it just why it canceled, and she, she's also wanted to know why it canceled. She said it's still being drafted.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Bye. Bye, bye. Go take care of yourself.
[AGENT][NEUTRAL] Bye bye. OK.
[AGENT][POSITIVE] Oh thank you. Let me put it right.
[CUSTOMER][NEUTRAL] All right, bye dear.
[AGENT][POSITIVE] Thank you for holding the information for me. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good afternoon, Mrs. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good, how are you doing? I'm fine, thank you, ma'am.