AccountId: 011433970860
ContactId: 9b65a133-574c-4e5e-81fb-5b84597b9cc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218940 ms
Total Talk Time (AGENT): 77338 ms
Total Talk Time (CUSTOMER): 58231 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/9b65a133-574c-4e5e-81fb-5b84597b9cc5_20250204T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes ma'am, how are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Alright, uh, yes, ma'am, I'm gonna have to change it. I was calling you about a policy, uh, I got a letter on that I didn't know about it until later. I called yesterday to make a payment on it and said.
[CUSTOMER][NEUTRAL] Somebody was uh out of some of them anyways.
[CUSTOMER][NEUTRAL] Policy number 00506676.
[AGENT][NEUTRAL] OK. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can you verify the insured and the insured's date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] My name or his name?
[AGENT][NEGATIVE] He's no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it looks like a policy is over loaned.
[AGENT][NEUTRAL] And we, we didn't receive the over loan payment, so that's, that's why the policy has been canceled.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You couldn't take it out, you can't take it out of pay on the policy?
[AGENT][NEUTRAL] No, there's no more cash value to take it from.
[CUSTOMER][NEUTRAL] Which, what, so would that be done now?
[AGENT][NEUTRAL] OK, um, we send a letter, um, requesting $332.67. Uh, you would need to send that in and then we can get it, uh, reactivated.
[CUSTOMER][NEUTRAL] I get up uh send it to just call it in, huh.
[AGENT][NEUTRAL] No, you can't call that in. Uh, it has to be mailed in.
[CUSTOMER][NEUTRAL] It take it take a month.
[CUSTOMER][NEUTRAL] OK, let's see what address to go to.
[AGENT][NEUTRAL] OK, hold on just a second, it's [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, who
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And it doesn't need to be sent to any specific person or anything it it'll go straight to the billing department.
[CUSTOMER][NEUTRAL] And how will I know when it's received a track on it?
[AGENT][NEUTRAL] Uh, yes, sir. Mhm.
[CUSTOMER][NEUTRAL] Then when you get it then I'll call you back, right?
[AGENT][NEUTRAL] Yes, uh huh.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] All right. Is there anything else I can do to help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, so, OK, thanks.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK