AccountId: 011433970860
ContactId: c6ae5b16-f691-4330-a199-bd5be6ed0b9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255380 ms
Total Talk Time (AGENT): 85232 ms
Total Talk Time (CUSTOMER): 121182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c6ae5b16-f691-4330-a199-bd5be6ed0b9f_20250516T17:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][POSITIVE] Yes, ma'am. How are you doing today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing great. I'm calling to check on uh uh policy. I'm trying to see if this I'm going through all these policies that I got.
[CUSTOMER][NEUTRAL] Uh, store, and I don't know what policies are still in effect or not, so I'm just trying to see.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] Is it still an effect.
[AGENT][NEUTRAL] Yes, I can verify that for you and your name is?
[CUSTOMER][NEUTRAL] [PII], but looks like on here they have [PII] I don't know if I ever changed it or like I say, whether it's even still in effect.
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much, give me one moment please.
[AGENT][NEUTRAL] Oh yeah. And what state are you from?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you [PII], thank you.
[AGENT][NEUTRAL] OK. And uh Ms. [PII], verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] My mailing address now is [PII].
[CUSTOMER][NEUTRAL] But on the policy I'm, I'm looking at that was, that was back in [PII], [PII], so it was a different address then.
[AGENT][POSITIVE] Oh wow. OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Um, looks like you had a cancer policy with us, but it terminated [PII]. I'm sorry, [PII], and you had a dental policy, but that terminated in [PII]. So I don't show you have any active coverage with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just making sure, don't wanna throw nothing away and it see I act I'm getting up in age, so if anything happened to me, I mean I'm sure can be able to put their hands on whatever and when I look to see, so the dental policy was that the dinner.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] I get you.
[AGENT][NEUTRAL] Say, say again, I'm sorry.
[CUSTOMER][NEUTRAL] Cause I see something really.
[CUSTOMER][NEUTRAL] The dental policy you're saying is that what that was [PII]?
[AGENT][NEUTRAL] [PII], my understanding, um.
[CUSTOMER][NEUTRAL] Yeah, cause I have a card here that says being a dental plan.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] I don't know if that's something different. OK, might be something different then.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll check with them.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm just, I'm just trying to see what's still in effect and what's not like I say.
[CUSTOMER][NEGATIVE] You know, people leaving this earth too quick and anything happen I want my children to be able to just grab the folder with insurance policies and don't have to look through everything or call and see what's in effect and what's not.
[AGENT][NEUTRAL] I get you. Yes, ma'am. We get calls like that a little bit, uh, unfortunately, you know.
[CUSTOMER][NEUTRAL] OK. So you're saying this.
[CUSTOMER][NEUTRAL] It's not still in effect.
[AGENT][NEUTRAL] Uh, correct. Uh, your policy is terminated with us. Um, the dental terminated in [PII], the cancer policy terminated in [PII].
[CUSTOMER][POSITIVE] OK, make sure. Well, I appreciate you, ma'am. You have a blessed day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Uh, you too, and thank you so much for calling APL. You have a great weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye.