AccountId: 011433970860
ContactId: b68217d1-1e9d-41ca-a6c3-ecd0b8850845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298339 ms
Total Talk Time (AGENT): 125297 ms
Total Talk Time (CUSTOMER): 103328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b68217d1-1e9d-41ca-a6c3-ecd0b8850845_20250623T22:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I'm just calling, uh, my name is [PII].
[CUSTOMER][NEGATIVE] And um I was try I was waiting for my packet for my continuing coverage, but I have not received it.
[AGENT][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] OK, um, so do you mean continuing your policy outside of your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, well I can definitely take a look, make sure that that was sent. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] OK, uh, can I go ahead and get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Mm, let me look for it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So where I left it.
[AGENT][NEUTRAL] It's OK, if it's easier I can also start using your social.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's, my social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that. OK, and this was for your cancer policy correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, when did you, uh, call regarding this information uh getting this, um.
[CUSTOMER][NEUTRAL] Um, 2 weeks ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look here.
[AGENT][NEUTRAL] So you did call us stating that you wanted to continue this policy correct outside of your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, if that was a couple of weeks ago, I will say that I typically I know it sounds like a lot but we would allow about 30 days for that information to be sent to you. Um, I'm trying to find a record of where you actually called. I don't see that though.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Could it have been around the [PII]?
[CUSTOMER][NEUTRAL] I spoke to uh um
[CUSTOMER][NEUTRAL] Um, and.
[CUSTOMER][NEGATIVE] I'm not sure, but she said that the packet was had been mailed out like June, the first week of June, but I never received it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I spoke to a [PII], I don't know if you, you might have a lot of.
[CUSTOMER][NEUTRAL] Help there so.
[AGENT][NEUTRAL] Yeah, I don't know anybody by that name, no worries, it's OK, um, let's say, yeah, um.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] If it was around the [PII].
[AGENT][POSITIVE] And I would say to allow it just a little bit more time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I would say no longer by the end of this week, um, give us a call back if you still not received it, um, yeah, I would say by the [PII] and if you still have it then we'll go ahead and resend that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um how about Mr. [PII]? They said he's gonna be out for a good while. I don't know.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Say that again, I'm sorry.
[CUSTOMER][NEUTRAL] Do you know who, who he is?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][POSITIVE] I, he took care of us when I was employed for the district.
[AGENT][NEUTRAL] Was he an agent?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] I'll just, I'll just give him a call. I'll give him a call.
[AGENT][POSITIVE] OK, sure, yeah, I'm sorry about all the confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, that's fine. So I'll wait till the end of this week weekend I'll probably call back Monday.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, that sounds good.
[CUSTOMER][NEUTRAL] OK, and your name was?
[AGENT][NEUTRAL] All right. [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome have a great rest of your day.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye