AccountId: 011433970860
ContactId: c855d701-a01a-44b8-acf4-683c55beb66e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192660 ms
Total Talk Time (AGENT): 87125 ms
Total Talk Time (CUSTOMER): 54145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c855d701-a01a-44b8-acf4-683c55beb66e_20250512T14:34_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, this is [PII] from care team. I have an insured on the phone. She says she retired from her job and she just want to know if she is Lord word to her today, and she's wanting to know if she can keep her policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I can.
[CUSTOMER][NEUTRAL] But it looks like it terminated.
[AGENT][NEUTRAL] All right. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] 242-252-2.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It was a while ago.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you, and I've added her callback number in the system, just in case.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thank you have a great one.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you would like to have information about um your policy, continuing your policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] All right, Ms. [PII], I do see here that um this policy last date of coverage um was since last year in [PII]. Unfortunately, it is already too way behind for us to um continue um your policy.
[AGENT][NEUTRAL] Because the 30 day grace period has already been um passed.
[CUSTOMER][NEGATIVE] What? I, I've been paying this every month out of my check. They took it out of my check. I just retired [PII].
[AGENT][NEUTRAL] Um, I do know that for this, um, state this policy was, um, moved over to another provider, um, and APL doesn't, doesn't, um, handle it anymore, so it might have been that it was ported with another um provider.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, I just got my letter in the mail and it's got a, uh from my job and it's got APL on here and they've been taking money out of my check every, every payday.
[CUSTOMER][NEUTRAL] So what company would it it went to?
[AGENT][NEUTRAL] Um, uh, unfortunately, we do not, um, have that information. That will be something that, um, your HR department could have.
[CUSTOMER][POSITIVE] OK. Well, I'll check with her then. Thank you.
[AGENT][POSITIVE] Mhm, you have a nice day.
[AGENT][POSITIVE] Thank you.