AccountId: 011433970860
ContactId: 9f9f62dc-ca8c-4387-b302-5c68337b0403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243380 ms
Total Talk Time (AGENT): 99349 ms
Total Talk Time (CUSTOMER): 73499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9f9f62dc-ca8c-4387-b302-5c68337b0403_20250128T23:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, I have a question regarding policy 022.
[CUSTOMER][NEUTRAL] 10768.
[AGENT][NEUTRAL] All right. And while I'm pulling up that policy, do you mind if I get your name real quick, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Uh, you came off rude making me send that. Oh, hold on one second.
[CUSTOMER][NEUTRAL] Hold on one second
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII], and
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and hang tight one second.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Would you also be able to verify your mailing address with me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and just the last thing for me to verify if you can is just that email address on file.
[CUSTOMER][NEUTRAL] Mm, I think it's [PII].
[AGENT][NEUTRAL] It looks like it's probably your professional email.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you so much for going through that verification process with me, Miss [PII], and how can I help you on this policy today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, I'm multitasking. Just wanted to know what the status of this, uh, account is.
[AGENT][NEUTRAL] OK, yeah, absolutely. So I'm looking at this policy here and it looks like the policy with us was terminated back for 701-2024.
[AGENT][NEUTRAL] Um, I'm showing here that
[AGENT][NEUTRAL] The notice for termination came from the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like.
[CUSTOMER][NEUTRAL] For which one is it? I'm sorry?
[AGENT][NEUTRAL] No, you're OK. Um, so it looks like the, the group put in the notice for termination on that policy for [PII].
[CUSTOMER][NEUTRAL] OK, that's fine, uh, but which, which, which ones is it for? It's for the, uh, accidental or?
[AGENT][NEUTRAL] Oh, OK, no, I'm so sorry. So this one looks like a cancer policy that you had with us.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, but it looks like your short term disability and your critical illness, you had 3 policies with us, and all 3 of them terminated that same day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, OK, so that one is no longer active with you guys?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and which one other one is it? the cancer and then what other one? I'm sorry?
[AGENT][NEUTRAL] So this one that you gave me the number for was the cancer, the other one you had was a short term disability policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then the other one was a critical illness policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so basically all the policies that I have.
[AGENT][NEUTRAL] Mhm yes.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Um, and I think the accidental is not for you guys, that one's through a different agency.
[AGENT][NEUTRAL] Perhaps, yes.
[CUSTOMER][POSITIVE] OK alright thank you so much for your help.
[AGENT][POSITIVE] Yeah, it's my pleasure thank you so much, Ms. [PII], and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.