AccountId: 011433970860
ContactId: 9970266a-9a04-4065-bf81-71fb548e2152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241399 ms
Total Talk Time (AGENT): 103861 ms
Total Talk Time (CUSTOMER): 88329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9970266a-9a04-4065-bf81-71fb548e2152_20250304T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just checking to see if my I have an old policy.
[CUSTOMER][NEUTRAL] And I'm just seeing if it's still in effect because on the bottom of the policy it says guaranteed renewable to age [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we are now [PII], so I don't know if this policy is still in effect or not.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] The policy certificate is 61843.
[AGENT][NEUTRAL] 943 and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, [PII], can you verify the last four of the social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And who's the policyholder? Is it in your name?
[CUSTOMER][NEUTRAL] That's in my last name [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alrighty. And do you know the last four of her social?
[CUSTOMER][NEUTRAL] [PII], what's the last 4 of your social security number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you, [PII]. Alrighty, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Thank you very much, Mr. [PII]. So, uh, you're just wanting to simply know if the policy is still active, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alrighty, I definitely can help you with that. Um, so it does look like the policy is still in effect. It is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and best I can tell from this policy, it only covers if you're in the hospital intensive care or coronary unit care, right?
[AGENT][NEUTRAL] Um, as far as the benefits or like what the policy covers or doesn't cover, that is not my, um, area of expertise, um, but I do know that this is an intensive care policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And how do we go about canceling this policy?
[AGENT][NEUTRAL] I can get you over to the customer service department and they can assist you with that.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Uh, uh, not unless you could do something with the weather.
[AGENT][NEGATIVE] I, I know, I know. I wish I could. This wind is starting to kind of scare me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it's really blowing here and it's pouring down rain.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] It hadn't started to raining where I'm at yet, but that wind is kicking up for sure.
[CUSTOMER][NEUTRAL] It really is.
[AGENT][POSITIVE] All righty. Well, Mr. [PII], hang on the line real quick and let me get someone to assist you, OK?
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and y'all have a good day and be safe.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey Memory, it's Carrie, group billing. I have uh insured on the phone policy number 618.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] Um, and this is for [PII], but this is [PII] on the phone, the husband, and they are just wanting to, uh, cancel the policy.
[CUSTOMER][NEUTRAL] OK, is Ms. [PII] there with him?
[AGENT][NEUTRAL] Yes, she is in the background.
[CUSTOMER][POSITIVE] OK. All right, thank you, ma'am.
[AGENT][POSITIVE] Alright, here he comes, thank you.
[CUSTOMER][POSITIVE] Thank you.