AccountId: 011433970860
ContactId: bc9193dc-75a9-4eae-9455-a9b4934e4624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135360 ms
Total Talk Time (AGENT): 46047 ms
Total Talk Time (CUSTOMER): 80624 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/bc9193dc-75a9-4eae-9455-a9b4934e4624_20250204T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um [PII] on the phone. His policy number is 2361671. His name is [PII].
[CUSTOMER][NEUTRAL] And he is calling.
[AGENT][NEUTRAL] What's that name familiar?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He's been talking to some folks about getting his policy reinstated and he said he sent in his port paperwork, but the policy still lapsed so I'm transferring him.
[AGENT][NEUTRAL] Yeah, we have to get it approved.
[CUSTOMER][NEUTRAL] OK, well I'm gonna let you talk to him. He's just calling in um because he couldn't get into the online service center. Well, his policy is lap that's why, but um.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] His callback number is the number that's showing up and I verified him lately so I'll let him. Are you ready for him?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][POSITIVE] OK, thanks, [PII] [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye.
[AGENT][NEUTRAL] Uh, good afternoon, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good, good afternoon.
[AGENT][NEUTRAL] Um, she was stating that you were calling, uh, checking on your reinstatement.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK, uh, we've received that and, uh, once we receive it we do have to send it to, um, underwriting, uh, to get approval and once we get that, then we'll reactivate the policy for you.
[CUSTOMER][NEUTRAL] Oh, OK then, and then.
[AGENT][NEUTRAL] And, and you'll get a letter in the mail.
[CUSTOMER][NEUTRAL] OK, so as far as, um, OK, I just wanna make sure I don't, you know, as far as making this payment for this month's payment, I just wanna make, I don't wanna make it late, so that's, you know, I wanna make sure I'm on top of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so, OK, that's all I want to know. I just wanted to kind of see where we were with the process and whatnot.
[AGENT][POSITIVE] OK, and I do believe I've got your email and I'll I'll email you too when it's ready.
[CUSTOMER][POSITIVE] Oh, well, thank you. Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright, well you have a wonderful.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APO.
[CUSTOMER][NEUTRAL] Oh, have a
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day.
[AGENT][POSITIVE] And you as well. Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Bye-bye.