AccountId: 011433970860
ContactId: b59ca2a6-e38a-48d0-8f45-e9f1829a36e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116059 ms
Total Talk Time (AGENT): 42259 ms
Total Talk Time (CUSTOMER): 67800 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/b59ca2a6-e38a-48d0-8f45-e9f1829a36e7_20250307T17:40_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I.
[CUSTOMER][NEUTRAL] Hi, [PII]. It's me again. Can you hear me this time?
[AGENT][POSITIVE] I can, I can. Yay.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] What you got, Miss [PII]?
[CUSTOMER][NEUTRAL] I got policy number 237.
[CUSTOMER][NEUTRAL] 1783.
[CUSTOMER][NEUTRAL] [PII]. I can't even have to say that I I can't even, I can't even say English words today. What you talking about?
[AGENT][NEUTRAL] Oh, OK, girl, now I can't.
[AGENT][NEUTRAL] Oh my goodness. I was gonna say now, I can't do all that pretty rolling of the tongue sounds now.
[CUSTOMER][NEUTRAL] I've got the
[CUSTOMER][NEUTRAL] I got that.
[AGENT][NEUTRAL] I wish I could, but hm.
[CUSTOMER][NEUTRAL] My tongue is taking the day off. It is not cooperating with me. I think my brain is too, but that's OK. Um, she.
[AGENT][NEUTRAL] Now here, how can we help?
[CUSTOMER][NEUTRAL] She's calling because the policy was lapsed in error and she's calling to make sure that her dependents are covered. Now I see yesterday where [PII].
[CUSTOMER][NEUTRAL] states that it was lapsed in error and removed the um.
[CUSTOMER][NEUTRAL] Deleted the future lab state, but there should still showing.
[CUSTOMER][NEUTRAL] Lapsed in and I'm just trying to make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That you didn't reinstate.
[AGENT][NEUTRAL] They didn't reinstate to the dependants.
[AGENT][NEUTRAL] 86.
[CUSTOMER][NEUTRAL] In my headlights just calling to make sure.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] I'm done, they know it had to be done, so yep, just reinstate just and they are.
[CUSTOMER][POSITIVE] Perfect. Perfect. That's exactly what I needed.
[CUSTOMER][NEUTRAL] I will let her know.
[AGENT][POSITIVE] You are awesome. Thank you, [PII].
[CUSTOMER][POSITIVE] You're awesome too, [PII]. Thank you. Have a great weekend.
[AGENT][POSITIVE] I do. You too, honey, bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.