AccountId: 011433970860
ContactId: 8f7825b3-adc7-436c-9849-b8cea08a66d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225080 ms
Total Talk Time (AGENT): 69269 ms
Total Talk Time (CUSTOMER): 133740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8f7825b3-adc7-436c-9849-b8cea08a66d7_20250304T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How you doing?
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] Yeah, good, good. Hold on, let me just, um, just put thanks again and my name on here. Hey [PII], um, I have a I have, um, need to get a policy number if I give you the social and tell me when you're ready.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEGATIVE] Yeah, hopefully it'll pull up this company's got too many sister companies. I can't locate this lady. She was in supposedly the broker's telling me she was inadvertently, uh, taken off Employee Navigator and the file feed goes up to you and this lady's pregnant and shouldn't have been taken off. um, so do you have a policy number for her?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 2 seconds, let me see.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] I mean, I didn't, I searched on the OSCN on my database. I couldn't find her, but.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] OK, so 0.
[CUSTOMER][NEUTRAL] Yeah, well, she's got her name's [PII], so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Why is that why?
[CUSTOMER][NEUTRAL] Oh, that's your social to give me the policy number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Oh, I'm an idiot. Hold on a second, let me put it in the right spot. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] These people
[CUSTOMER][POSITIVE] I love when I have friends that are semi retired. I think I have all the time in the day.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] like, I don't.
[CUSTOMER][NEUTRAL] Social media.
[AGENT][NEUTRAL] What's her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 0 250.
[CUSTOMER][NEUTRAL] That she's never in the
[AGENT][NEUTRAL] 6043.
[CUSTOMER][NEUTRAL] Oh, you're giving me the policy number now?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII], what is that?
[AGENT][NEUTRAL] Sorry, 250.
[CUSTOMER][NEUTRAL] Hold on, I gotta read yeah uh huh.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Thereby.
[AGENT][NEUTRAL] 6043.
[CUSTOMER][NEUTRAL] 250
[CUSTOMER][NEUTRAL] OK, so 2506043 OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, do you show that as an active or is it termed?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah, I said that she's lapsed.
[CUSTOMER][NEUTRAL] Alright, when, like [PII]?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's funny, the human show Terminated on the OSC. It's really weird.
[AGENT][NEUTRAL] 2654 hold on a second.
[AGENT][NEUTRAL] Go to a different screen for that.
[CUSTOMER][NEUTRAL] Yeah, I know. Why should it be easy?
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, and if these calls are monitored for quality control purposes, two things. Let's after 11 years, can we do batch printing on APL gap cards? That'd be so nice just to hit one button to get batch print them down.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the second thing is, while I'm at it, I'm on a roll right now. Let's put the summaries on OSC too.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, yeah, that'd be good, yeah, yeah, it's just me being me.
[AGENT][POSITIVE] Yeah, that'd be helpful, right?
[AGENT][NEUTRAL] No, you're fine. It says that she's paid the [PII], so I don't place on renewal.
[CUSTOMER][NEUTRAL] Alright, so that's what happened. Alright, so they haven't even turned her yet, but it shows it in your system. Alright, I need to reinstate her. I'll send an email to APL, uh, customer care. Alright, thanks. Alright, you'll be good as always. You too, bye, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, of course, have a good day.
[AGENT][NEUTRAL] Bye.