AccountId: 011433970860
ContactId: a948767b-5d2d-4708-b472-a89a4b548d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209139 ms
Total Talk Time (AGENT): 106956 ms
Total Talk Time (CUSTOMER): 89249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a948767b-5d2d-4708-b472-a89a4b548d5d_20250507T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] in the billing department.
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, [PII]. How are you there?
[CUSTOMER][POSITIVE] I'm good. I have uh
[CUSTOMER][NEUTRAL] Uh, well, she's an insured and she's a group admin, but she's calling about her own policy, um, and I was wondering if you could take a look at it with me because I don't really quite understand what the status of it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I can do that. What's that number, dear?
[CUSTOMER][NEUTRAL] It's 611.
[CUSTOMER][NEUTRAL] 161.
[AGENT][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] 611161. All right.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And she, because she's saying.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And she's saying that she talked to somebody in customer service before and that she emailed and about her policy, like I guess it like it lapsed because she said something about it was a 20 year and that she was sent the paper in the mail but she never got the paper and
[CUSTOMER][NEUTRAL] And so she wants to keep her policy, but when I'm looking at it, I show that it's active, but I also see a future last day of April, and she's only paid the March. So I don't know if can we react like can she still stay on the group or does she have to do something else? I don't, I just don't know what to tell her.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There are some notes in there about it.
[AGENT][NEUTRAL] Let's see, OK, she was [PII] when she got it.
[AGENT][NEUTRAL] A [PII], [PII], so she's [PII] now. Yes.
[AGENT][NEUTRAL] Um, I don't know that she can't continue this. She may have to go through her group and see if they.
[AGENT][NEUTRAL] All right. I'm gonna tell you something.
[CUSTOMER][NEUTRAL] Cause she's the group admin here.
[AGENT][NEUTRAL] OK, all right, what I would do in, um, I would send customer service a hub request asking them to review the policy to see if and to to review the policy for continuation.
[AGENT][NEUTRAL] And to get back with the insured, you know, on that.
[AGENT][NEGATIVE] Because I don't, I don't, I don't see how she can continue it. She's reached a [PII] limit, you know, she's she was [PII], now she's [PII]. So she pays that March bill, that's, this is gone, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's not a way like they can't like renew or anything like that or start a different kind of policy.
[AGENT][NEUTRAL] Uh oh
[AGENT][NEUTRAL] OK, yeah, well, that's what what I have request. Just say please, I'll review this part this this insurance policy, uh, to see if there is another term life policy, another another life policy they can go to from here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, inser wants to keep coverage, keep, keep life coverage, not term life, but life coverage. Let's see if that group has 10 years.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] E M P R I.
[CUSTOMER][POSITIVE] OK, all right, thank you, Miss [PII].
[AGENT][NEUTRAL] When I
[AGENT][NEUTRAL] You're welcome. We no longer sell these either, I don't think, but there may be something she can go to, dear.
[CUSTOMER][POSITIVE] OK all right thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, honey. Thank you.
[CUSTOMER][NEUTRAL] Right, but
[AGENT][NEUTRAL] Bye.