AccountId: 011433970860
ContactId: 9f64cf8f-e156-4fc1-ab24-ea2f8f9831c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240270 ms
Total Talk Time (AGENT): 62732 ms
Total Talk Time (CUSTOMER): 151030 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/9f64cf8f-e156-4fc1-ab24-ea2f8f9831c6_20250106T14:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So excuse me, [PII], uh, this is [PII]. Uh I just wanna check on a, on a policy that we had with you guys. Uh it was effective, uh [PII] and I'm just trying to clear up.
[CUSTOMER][NEUTRAL] The if there is any value in this or has it lapsed or or whatever, it was a it was a cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and I think it's lapsed.
[AGENT][NEUTRAL] Would
[AGENT][NEUTRAL] OK. Would you happen to have the policy number?
[CUSTOMER][NEUTRAL] And we had done a
[CUSTOMER][NEUTRAL] Uh, let's see, um, I've got it in front of me. Let's see if I can find it. Oh, here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number it it's looks like.
[CUSTOMER][NEUTRAL] A 0108846
[AGENT][NEUTRAL] Is there a reference number? Is there a reference number on the document that you have?
[CUSTOMER][NEUTRAL] And that was got.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm, I don't see a reference number. I'm just looking at the cover sheet.
[AGENT][NEUTRAL] That's OK. Spell your spell your last name for me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], what state do you reside? I'm gonna search by your name.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I'm just cleaning up files and all this and I ran across that and I surely this is not.
[AGENT][POSITIVE] Totally understand.
[CUSTOMER][NEUTRAL] Active now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I tell you the truth that I had forgotten all about it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm gonna just verify some information. If you could verify your date of birth and your complete mailing address for me, and then if you have an email address on file, I'll provide that too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, right. Uh, my name is [PII], Birthday.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII] zip code [PII] Street address is [PII].
[AGENT][NEUTRAL] OK, and what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], do you have an email address on file that you can verify?
[CUSTOMER][POSITIVE] I do [PII].
[AGENT][POSITIVE] Thank you for verifying that for me, mister.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I did locate a cancer policy and I do show.
[AGENT][NEUTRAL] That it is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, and, and you, OK, yep, well, that's, that's what I needed to know, right? I can, uh, burn that along with the rest of the files that are no longer active.
[CUSTOMER][POSITIVE] Uh, uh, [PII], I appreciate your help.
[AGENT][POSITIVE] Purge, purge, purge. You're welcome, [PII]. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] You got me covered thank you very much. Happy new [PII].
[AGENT][POSITIVE] You're welcome. Happy New Year, Mr. [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.