AccountId: 011433970860
ContactId: b10f935a-a868-4e67-abc2-094e0d6a3e9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174589 ms
Total Talk Time (AGENT): 51637 ms
Total Talk Time (CUSTOMER): 98903 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/b10f935a-a868-4e67-abc2-094e0d6a3e9f_20250424T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello. Uh, my name is [PII], and I'm gonna give you a policy number.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] It's 021-58536.
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and um
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] OK, and the mailing address on file?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, 440, uh, mailing [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, it's not like uh. Uh, can you tell me, like, it's my policy active or we don't have it? Because, you know, like, I was calling you in January because I was doing some work, you know.
[CUSTOMER][NEGATIVE] And uh uh you know by dental and nobody tell me anything so you know like then I got from dentist, uh, you know, like uh I mean they send me a bill because they say no your policy is not active because they get letter from you that my policy is not active.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And really like I have no idea, you know, I just was by now, you know, I say what did the APL didn't but they say hey, they say, you know, APL said that your policy not that, you know, like I don't have the policy anymore. So can you please tell me like what's going on? Do we have it or not?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You don't. The policy's been terminated since [PII].
[CUSTOMER][NEUTRAL] And see nobody I have no idea, you know about that because even my husband's company didn't tell him anything.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Yeah, this is through Universal trucking. Uh, I'm not really sure why it was canceled, but we did receive a report indicating that it needed to be canceled. So if you want like additional information on why it was canceled, you can contact Universal Trucking and check with them.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. OK. OK, then thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it then. I'm done then.
[AGENT][POSITIVE] OK. Well, thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] OK thanks you too bye.
[AGENT][POSITIVE] You're welcome, thank you.