AccountId: 011433970860
ContactId: 837b4f58-e702-49f1-a874-ab03950bac88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345040 ms
Total Talk Time (AGENT): 143009 ms
Total Talk Time (CUSTOMER): 117082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/837b4f58-e702-49f1-a874-ab03950bac88_20250131T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon. My name is [PII]. And I was calling to, I guess, actually I was calling just to make sure that to see if my benefits would be um verified. I know I had sent them a reinstatement, um.
[CUSTOMER][NEUTRAL] An application for reinstatement. I, I did send over the check um as requested, and I've never heard back, so I'm just trying to see what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, let's take a look. Um, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I do not. Um, no, I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, we can look it up by your name. Give me just a second here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Last name is [PII]. Is that [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. And then [PII], is that spelled [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state do you live in, [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Would you mind giving me your social so I can check that way just because it brings up a lot of [PII]'s.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Of course, of course. So my social um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. Give me just a sec. Let me, let me try that way. That's probably more efficient here.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, no worries, no worries.
[AGENT][NEUTRAL] Alright [PII] and then just for security can I verify please your uh date of birth and address we should have on file.
[CUSTOMER][NEUTRAL] Yeah, of course, yes, ma'am. Um, date of birth is [PII]. Um, the address should be um [PII], that's in [PII]. Um, the zip code should be [PII].
[AGENT][POSITIVE] Thank you so much and then the email address we have on file is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] I saw the I saw the check cleared. I mean they did process the check so I just wanna see where we are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like I do see the check and all of that. It looks like in the notes they stated that they emailed a new reinstatement application to the email on file on [PII]. Did you get anything like that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't, I can go back. Let me go back and look. I can't recall. I don't check the email every day, so.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah, would it be from APL? Who would it be from?
[AGENT][NEUTRAL] Yeah it would be from APL. Let me see if I see anything else in here.
[CUSTOMER][NEUTRAL] OK, I do, um, from Miss [PII].
[AGENT][NEUTRAL] Yeah, so it looks like we got the application and it's, she stated that it was notarized but it wasn't signed so it looks like she sent it twice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For a signature.
[CUSTOMER][NEUTRAL] Oh, OK, that one, I thought it was OK. Um.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK signature.
[CUSTOMER][NEGATIVE] No, that I'm so confused. I, I, I could so we everything we signed off on. So.
[CUSTOMER][NEUTRAL] OK, so just redo it and just um have who is my son by the, the, the notary or myself?
[AGENT][NEUTRAL] Um, it just needs to be signed by you, it looks like.
[AGENT][NEUTRAL] Um, let me see, because it says received reinstatement application. It is notarized but not signed by the insured.
[CUSTOMER][NEUTRAL] OK. OK. I'll go ahead and
[CUSTOMER][NEUTRAL] So can I, once this done, can I go, can I just scan it back? I mean, email it back to?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, absolutely, just send it if you want just scan it back to uh Ms. [PII], and I can just send a um I can send a correspondence over to [PII] just that you're sending it back and I'll notate the policy um but yeah it looks like that was the only thing that was needed.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. Uh,
[CUSTOMER][NEUTRAL] OK, I'll take care of that right now and then I'll send it right back.
[AGENT][POSITIVE] OK, sounds good. Is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] No, ma'am. I think that that was it.
[AGENT][POSITIVE] All right, well thank you for calling APL [PII] have a blessed day.
[CUSTOMER][POSITIVE] OK. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.