AccountId: 011433970860
ContactId: acf96206-43f9-425f-a0d2-6fab1b5978b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342519 ms
Total Talk Time (AGENT): 109267 ms
Total Talk Time (CUSTOMER): 104374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/acf96206-43f9-425f-a0d2-6fab1b5978b4_20250501T20:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see I do an individual.
[CUSTOMER][NEUTRAL] Policy with the cancer coverage and it's gonna be due, it says at the end of May, will I be getting a statement or anything to let me know that I need to renew?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you will get a renewal, um, but, uh, let me pull up your policy, um, and I can look at it to to just make sure the specifics. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 024 and then it looks like there's about 40s and a 1.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yeah, that was it. Hold on one second, it's coming up now.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my name, the email is [PII].
[AGENT][POSITIVE] Thank you, and then just your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me take a look at your policy. Hold on one moment.
[AGENT][NEUTRAL] Now when you say renewing, um, you just mean like to make your payment again because your, your policy is paid up until June.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, but I just want to say I've not gotten anything saying your policy is gonna be expiring and you know you need to make a new payment so.
[AGENT][NEUTRAL] Let me see how
[CUSTOMER][NEUTRAL] I just wanted to
[CUSTOMER][NEUTRAL] It says it's good up through [PII], but I just wanted to be not letting anything lapse.
[AGENT][NEUTRAL] Right. Let me just double check for you. Let me look at these notes. Ms. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. So towards the end of May, uh, middle, middle of May, um, you'll receive an invoice for your [PII], um, payment.
[CUSTOMER][NEUTRAL] OK, and could I get something that I don't really have any.
[CUSTOMER][NEUTRAL] Um, description of what the policy covers or anything if I could get that in the mail as well.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yes, um, you want me to, so your policy certificate will show like all the breakdown and what pays what and how often that's what you mean. OK, um, and let me, since I'm sending it through mail, let me just confirm with you. I know we went over it, but just in case. So the address is [PII]?
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, well, I will go ahead and put the request for your policy certificate to be mailed out to you. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, but I, I appreciate it and like I said, I just didn't want anything to lapse or um be overlooked.
[AGENT][POSITIVE] Well, you're very welcome and you were very proactive, so you're good to go.
[CUSTOMER][POSITIVE] Thanks for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Well, thanks for calling APL. I hope you have a great day and a great weekend.
[CUSTOMER][POSITIVE] Appreciate you thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.