AccountId: 011433970860
ContactId: b32b8913-5bd2-413e-9c09-270a82addb43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254589 ms
Total Talk Time (AGENT): 104632 ms
Total Talk Time (CUSTOMER): 77004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b32b8913-5bd2-413e-9c09-270a82addb43_20250211T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I hope so. This is [PII]. uh, I need someone. I'm not sure I have the right extension. I need someone to check a policy number for me to see if it's still in force.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK Mr. [PII], I can help you. I could check the policy number for you first though, can I get your call back number just in case our call is disconnected Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number?
[CUSTOMER][NEUTRAL] C as in Charlie 71516.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], I'm not able to pull up that policy number. And can you give me your social security number and that'll pull up every policy that's under your name so that I can check it for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick. You're welcome, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], is your first name [PII]?
[CUSTOMER][NEUTRAL] No, first name is [PII]. I prefer the middle name [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, sir. I got you. I understand. OK. And can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then
[CUSTOMER][NEGATIVE] And you're thinking damn, he's old.
[AGENT][NEUTRAL] No, I'm not thinking that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ah.
[AGENT][POSITIVE] I think it's a blessing to be old because if you're not old, then you're 6 ft under and the other is uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] You know that's right.
[CUSTOMER][NEUTRAL] Uh, not, not much of an option, is it?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show um.
[AGENT][NEUTRAL] I'll need, well, first I'll need for you to verify your address, phone number and email address for security reasons, sir.
[CUSTOMER][NEUTRAL] The email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your physical address?
[CUSTOMER][NEUTRAL] [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you, sir. I appreciate you verifying your policy for me. OK, so looking at this, it looks like this policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, and what caused it to lapse?
[AGENT][NEUTRAL] Uh, let me go to the notes and read those real quick.
[AGENT][NEUTRAL] It looks like on [PII].
[AGENT][NEGATIVE] The policy was lapsed per phone call.
[AGENT][NEGATIVE] Cancel policy per insured phone request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So uh American public life has nothing on me.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, well I appreciate your help.
[AGENT][POSITIVE] Well, we appreciate you. I hope you have a good rest of your day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.