AccountId: 011433970860
ContactId: 9b552f1f-0e10-4cf3-b95c-496b7e0ac670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219699 ms
Total Talk Time (AGENT): 106708 ms
Total Talk Time (CUSTOMER): 72558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/9b552f1f-0e10-4cf3-b95c-496b7e0ac670_20250219T18:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I, how may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I have been calling off and on since November. I retired and I'm trying to keep my um cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I talked to a lady last week and she was gonna email me a form to fill out to send back for payment, how to, how I can to make my payments.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I never.
[AGENT][NEUTRAL] OK. First, give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. 769.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me start over 769-691.
[AGENT][NEUTRAL] All right, verify your address and your telephone, I mean, your address and your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK, give me one second to read the notes to see who you spoke to. Capo and then and please let her know who's calling back. Let her know that her port was either way and request a copy of port. OK, this, I, I don't know, I don't know exactly who you talked to on that day, but you would have to get over to customer service. So first, before I send you to customer service, just verify your email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I'm gonna get you over to customer service because that's who handled that when you're trying to keep your policy when you're no longer, you know, working with the group so don't hang up I'm gonna get you someone in customer service, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have Ms. [PII] on the phone. Her callback number is [PII].
[AGENT][NEGATIVE] Her policy number is 00769691. I verified all her information. She called and spoke with someone last week that's supposed to been sending her some paperwork to show how she can still keep this policy since she don't retired, and she said she had never gotten that information.
[CUSTOMER][NEUTRAL] Is this [PII] [PII]?
[AGENT][POSITIVE] Uh-huh, that's correct.
[CUSTOMER][NEGATIVE] OK, yeah, misfortune should have gotten this, well, you know how the mail is now if it was mailed to her.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I'll let you talk to her, OK? She said it was been emailed to out, that's what she said, but I don't know. OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] OK, dear.
[CUSTOMER][POSITIVE] OK, I see a note in here. Thank you dear bye.
[AGENT][NEUTRAL] Uh