AccountId: 011433970860
ContactId: 903650ef-0e80-4cda-9d38-a2ab691bd947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184050 ms
Total Talk Time (AGENT): 57992 ms
Total Talk Time (CUSTOMER): 77782 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/903650ef-0e80-4cda-9d38-a2ab691bd947_20250331T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I was uh logging in onto my account and it's showing that my account or my uh my my policies have the status of lapsed.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I was trying to figure out why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. Um, could you give me, uh, your policy number, please?
[CUSTOMER][NEUTRAL] Um, my accident policy number is 1,389,050.
[CUSTOMER][NEUTRAL] And my cancer policy is 159.
[CUSTOMER][NEUTRAL] 1773.
[AGENT][NEUTRAL] And you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh-huh.
[AGENT][NEUTRAL] And I just need to verify a few pieces of information if you don't mind. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly would be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like I have a work email.
[CUSTOMER][NEUTRAL] Or uh [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yeah, I show the policy termed um it looks like these were through your employer.
[AGENT][NEUTRAL] So you would wanna reach out to them and see if see what what I don't know if maybe they changed carriers or or what happened.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that cause I, I hadn't checked, I hadn't logged in in a while and I don't know what made me do it today, but.
[CUSTOMER][NEUTRAL] I, um
[CUSTOMER][NEUTRAL] Do and saw that and so now I'm wondering how long has that been because like I said, um, as far as I know, I still had it at the beginning of our our insurance rolls over on [PII] so as far as I know I had it on [PII], so, um, I can call our benefits coordinator.
[AGENT][NEUTRAL] Yeah, that's, that was the date that I, yeah, that was the date that I have to is [PII]. So I definitely reach out to your human resources. They should be able to assist with what's going on.
[CUSTOMER][NEUTRAL] OK, so that's the day that you have that it that it lapsed?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will give them a call.
[AGENT][NEUTRAL] OK, thank you for calling APL Crissa. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you so much. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you uh huh you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.