AccountId: 011433970860
ContactId: 90687d84-ae9d-4453-95f2-c40c48d3b6e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114019 ms
Total Talk Time (AGENT): 43367 ms
Total Talk Time (CUSTOMER): 70085 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/90687d84-ae9d-4453-95f2-c40c48d3b6e7_20250203T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hey [PII], what you got for me, my dear?
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] I've got Miss [PII] on the phone. She is the contact person um for group number 22967.
[CUSTOMER][NEUTRAL] Uh, looking and she, she, um.
[CUSTOMER][NEUTRAL] OK, so how do I say that? She looked in the online service center and noticed that this insured's policy was still active.
[CUSTOMER][NEUTRAL] Is showing active but it has a future lapse date of [PII] and the policy number is 258.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1478.
[CUSTOMER][NEUTRAL] And she just wants to talk to somebody and make sure this policy is lapsed.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Hold on one second because billing is the one who lapses our policies.
[CUSTOMER][POSITIVE] Oh, that's right.
[AGENT][NEUTRAL] Your own own own group.
[AGENT][NEUTRAL] So I just want to
[CUSTOMER][NEUTRAL] Oh [PII] I'm sorry.
[AGENT][NEUTRAL] That's fine I was just gonna look and see if if maybe.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] ACD processing.
[AGENT][NEUTRAL] When, when was this person supposed to term?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Oh, that's it's scheduled for that.
[CUSTOMER][NEUTRAL] Yeah I see that and I told her that but she said it's still showing active in the online service center which it is showing active on Pyat too.
[AGENT][NEUTRAL] It sure is, girl. OK, I get what you're saying now. You got a billing, honey, I'm sorry.
[CUSTOMER][NEUTRAL] Let me go ahead and
[CUSTOMER][NEUTRAL] I'm sorry, I, I don't know.
[AGENT][NEUTRAL] And if I'm wrong, you call me back directly.
[CUSTOMER][NEUTRAL] No, you're right, and I just had a brain fart. I'm sorry. I'll get I'll get billing.
[AGENT][POSITIVE] Uh well, I have them all day long so it's OK.
[CUSTOMER][POSITIVE] OK, thank you.