AccountId: 011433970860
ContactId: 7ea1e2b9-2284-40fe-9d43-52c036ca9c0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369679 ms
Total Talk Time (AGENT): 132625 ms
Total Talk Time (CUSTOMER): 151092 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/7ea1e2b9-2284-40fe-9d43-52c036ca9c0a_20250507T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am. Uh, my, hang on just a minute. I'm gonna cough. I'm sick.
[CUSTOMER][NEGATIVE] Uh, I'm sorry, I'm sick, uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] They have
[CUSTOMER][NEUTRAL] My dentist office. New health. First of all, my name is [PII], and I have a policy with y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my dentist office called and said they got a letter.
[CUSTOMER][NEUTRAL] That says y'all are waiting to hear from my employer. Well, honey, I'm retired. I've been retired for 30 years.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check out your benefits for you. Um, can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And my given name is [PII] but it might be under [PII] cause I go by [PII].
[AGENT][NEUTRAL] OK, I can check. I can check both for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] Can I get your social and I can pull it in that way?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up and see.
[CUSTOMER][NEUTRAL] I've had this policy for years.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she called me and said,
[CUSTOMER][NEUTRAL] That on the back it says that they're waiting on my employer. Oh, I'm retired. I said, y'all, they, y'all have never done that before.
[AGENT][NEUTRAL] OK, let me look at the policy.
[CUSTOMER][NEUTRAL] I don't have an employer.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I don't believe it's because of your employer. I'm looking at the policy. Can I please get you to verify your date of birth for me, Miss um, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, you've got my phone number [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh my address is [PII].
[AGENT][NEUTRAL] OK. And then can you also give me your email address?
[CUSTOMER][NEUTRAL] Oh, it's all small caps.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] The letter [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII]. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] So I'm looking at the policy and I see that it's lapsed now, it's no longer active because.
[AGENT][NEUTRAL] Of non-payment. The last time it was paid today is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I've never received anything.
[AGENT][NEUTRAL] OK, well what I can do, Ms. [PII], is I can transfer you over to customer service and you can talk to them about getting your policy reinstated, OK?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] Alright, alright, it's gonna be a quick hold, Ms. [PII], while I transfer you on over. I hope you have a wonderful rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Thank you, honey.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. It's just our day to talk to each other. This is [PII]. I've got um Ms. [PII] on the phone. Her policy number is 614354.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is calling because her policy has lapsed and she needs to talk to somebody about getting it reinstated.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] 3000.
[CUSTOMER][NEUTRAL] On any bold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's her callback number?
[AGENT][POSITIVE] OK, thanks [PII].
[CUSTOMER][NEUTRAL] What's your callback number?
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] And she's fully verified, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, thank you [PII] you can transfer.
[AGENT][POSITIVE] You're welcome. All right, bye bye.
[CUSTOMER][NEUTRAL] Mhm.