AccountId: 011433970860
ContactId: b3b27c29-f35d-41e1-b114-7926a2783eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316190 ms
Total Talk Time (AGENT): 86964 ms
Total Talk Time (CUSTOMER): 111048 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b3b27c29-f35d-41e1-b114-7926a2783eec_20250115T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. I received a letter in the mail yesterday saying that, uh, a termination notice saying that they've been trying to reach me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] With several attempts and, and I have not had any attempts made upon me that I can even remember.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] My, my coverage said it lapsed 121 and I got a refund check for December.
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And [PII], what is, do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 231-0444
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you for that. Give me one moment.
[AGENT][NEUTRAL] [PII], verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] OK, is there an email address on file that you can verify for me?
[CUSTOMER][NEUTRAL] Um, I'm not sure, but, uh, because I've changed it, but I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's the one that we do have. mhm, that's the one we have on file. Give me one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're stating um [PII] that you did not receive a letter?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Is that the only type of way y'all would try to uh contact me?
[AGENT][NEUTRAL] Yeah, we could also have emailed it to the address that you just verified.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Huh, maybe it went to spam. I don't know.
[CUSTOMER][NEUTRAL] Or whatever they call it, yeah.
[AGENT][NEUTRAL] OK, give me one moment. I'm gonna connect you with the department that can assist you further regarding this. Would you like to keep the policy?
[CUSTOMER][NEUTRAL] I would.
[AGENT][NEUTRAL] OK, give me one moment and I'll get you connected to the appropriate area, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Uh, you're welcome. One moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. Um, I have insured on the phone. Her name is [PII]. Her policy number is 2310444.
[AGENT][NEGATIVE] Um, she received a letter canceling her policy because she didn't return the signed portability election form. She said she'd never received it and that she would like to keep the policy if it's not too late.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And you verified her address?
[AGENT][NEUTRAL] I did and her email address, it's correct or what we have in mind.
[CUSTOMER][NEUTRAL] Let me check real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that's [PII]. OK, got it. You might not have even sent it.
[AGENT][NEUTRAL] Or is it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see here it is termination notice.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And then [PII] that's the refund.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][POSITIVE] OK, thank you. Here she comes.
[CUSTOMER][NEUTRAL] Mhm.