AccountId: 011433970860
ContactId: 9b4c1f3c-bdac-46c7-a405-7dcbb6da8606
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208380 ms
Total Talk Time (AGENT): 131087 ms
Total Talk Time (CUSTOMER): 55138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/9b4c1f3c-bdac-46c7-a405-7dcbb6da8606_20250303T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good. I have a simple question. Um, it's regarding policy 2430725.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 243-07
[CUSTOMER][NEUTRAL] 25
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] And it is for
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, um, in mine I didn't show where the policy or why the policy lapsed, but I'm in the employee file or the employer's file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh la la la la. Let me look at something else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] My first guess would be that they did it in
[CUSTOMER][NEUTRAL] Renewal
[AGENT][NEUTRAL] OSC or renewal, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look at the OSC.
[CUSTOMER][NEUTRAL] And I didn't see any documentation in in um on base any correspondence or anything.
[AGENT][NEUTRAL] On both yeah.
[AGENT][NEUTRAL] What come on online service center, OK, um.
[AGENT][NEUTRAL] one digits laps on 24.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It so it couldn't have been done in error just simply by someone doing it through coin uh because there's an actual line that says lapse.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I would have to say it's at the renewal level or something um and with there not being anything if there's not anything in on base I would have to suggest reaching out to cus broker resources or customer service and have them look in the file or whatever they have for renewal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Broker resources or customer care.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, because, yeah, it was something done by the system, um.
[AGENT][NEUTRAL] Because there was a line created, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so, and then there was another.
[AGENT][NEUTRAL] There was another policy issued effective [PII], but it's lapsed as well.
[CUSTOMER][NEUTRAL] I see that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And there's no notes on it, so I would, I would reach out in my, in my opinion I would reach out to customer service first and ask them, um, because ultimately they would be the one that worked the quote unquote uh, the exceptions after the the renewal is done so they would have been the ones to lapse it in the system, um, so yeah, I would ask them first.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] After the renewal OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good deal. I'll reach out to customer service thank you [PII].
[AGENT][POSITIVE] Uh huh you're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] All right