AccountId: 011433970860
ContactId: ce45059b-bd79-46a9-9c70-3f2971a7a1da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512080 ms
Total Talk Time (AGENT): 191875 ms
Total Talk Time (CUSTOMER): 320109 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ce45059b-bd79-46a9-9c70-3f2971a7a1da_20250602T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, yes, I was calling because I have questions about my policy.
[AGENT][POSITIVE] Yeah, I can help you with your policy. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] I don't know it.
[CUSTOMER][NEUTRAL] I forgot it.
[AGENT][NEUTRAL] OK, are you the policy owner? That's OK. OK, um, I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Let's listen.
[CUSTOMER][NEUTRAL] A string of
[CUSTOMER][NEUTRAL] OK. First name [PII]
[CUSTOMER][NEUTRAL] Speaker will be 20th Judicial District attorney.
[AGENT][NEUTRAL] And how did you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Next, you will hear from FBI Denver Special Agent in Charge [PII]. That is [PII]
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. That is [PII]
[AGENT][NEUTRAL] And can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]. We will take a few questions at the end.
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] I'm sorry, we cut out um what was the street name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My office, the entire Department of Justice.
[CUSTOMER][NEUTRAL] I wanna discuss my.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] For the victims
[AGENT][NEUTRAL] OK, it looks like your policy.
[AGENT][NEUTRAL] Lapsed on [PII] of this year.
[CUSTOMER][NEGATIVE] It shouldn't have because I've been making payments through um.
[CUSTOMER][NEUTRAL] What it's called through my job, and she's been sending payments in and she told me she's been sending payments in and um I just got a letter stating that um to carry my policy over because the company was selling and I just got a letter the other day uh stating that I can carry, I can pay my policy myself.
[AGENT][NEUTRAL] OK, so you're wanting to port your policy?
[CUSTOMER][NEUTRAL] responses
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK. Give me just a moment.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I told and she went.
[AGENT][NEUTRAL] And you said you received a continuation letter, correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's DNA.
[CUSTOMER][NEUTRAL] I, I just received it on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just thoroughly investigated.
[CUSTOMER][NEUTRAL] And for
[CUSTOMER][NEUTRAL] Works DC
[CUSTOMER][NEUTRAL] C3 in the body.
[AGENT][NEUTRAL] Alright, it looks like I will need to have.
[CUSTOMER][NEUTRAL] And I signed it and put all the information.
[AGENT][NEUTRAL] Oh, OK, um, what questions did you have?
[CUSTOMER][NEUTRAL] Alright, so the lights.
[CUSTOMER][NEUTRAL] What my policy number is so that I can either fax it or mail this uh paper back for for continuation and to check my payment status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] To stri it see.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] With the.
[CUSTOMER][NEUTRAL] Because I didn't know the company was selling when I received the letter, I called the girl at HR with the human resource with care center, and that's when she told me. I was like, OK, you know, why you didn't tell me this in advance so I can get this taken care of. So if it hadn't been a further letter, I wouldn't have known.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, and let me, you have it looks like you have 2 with us.
[CUSTOMER][NEUTRAL] Um, I mean.
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] So let me go ahead and give you the policy numbers. Um, the first one is for your short short term disability.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] And that policy number is 13.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] 958.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like you have another policy with us. I believe it's a cancer policy.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] And that policy number is 1300961.
[CUSTOMER][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And those are your two policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's really it's all.
[AGENT][NEUTRAL] I will also have someone if you would like from customer service call you uh call you back at a later time um in case you have any questions, um, since you did get that letter from us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You signed that paper um just in case they have any additional additional needs for you I'll go ahead and have someone from customer service uh call you back um is the number that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] now.
[AGENT][NEUTRAL] Uh, a good number to call you back from?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and is there a specific time of day that you prefer mornings or afternoons? OK.
[CUSTOMER][NEUTRAL] And until [PII] guilty.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] Right, um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Um, I wanted to make sure what my payments if if she's been paying it. I give her a check and but I want, I don't know.
[CUSTOMER][NEUTRAL] What the, how many, what she's paid up to.
[CUSTOMER][NEUTRAL] first step
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] If I have any payments to do.
[AGENT][NEUTRAL] Uh, it looks like this policy became an.
[AGENT][NEUTRAL] It looks like this policy became inactive on uh [PII].
[CUSTOMER][POSITIVE] I appreciate the help. So I won't, I can't keep the policy.
[AGENT][NEUTRAL] Yes, you should be able to if you have a continuation um and you'll you'll be able to discuss that whenever uh customer service calls you back.
[CUSTOMER][NEUTRAL] What you see here
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They call back, OK. OK.
[AGENT][NEUTRAL] Right, and then they'll be able to help you uh you do have uh a grace period until it's ported back to you for your payments, and I, I can't tell you if the payments are gonna stay the same or not that's going to be something that you'll discuss with customer service. Um, we won't know until we get your information back, but, um, yeah, go ahead and fill that out and you have those two policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and the people
[AGENT][NEUTRAL] Um, is it asking anything else that you might need?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am, and I, I think the payments would stay the same because I don't think the facility was paying anything on my, on our behalf, you know, it was pay as you want, so I don't, I don't think so, but I'll wait for them to call back, um, you think it'll probably be tomorrow since it's late?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 24 to 48 hours typically, yeah.
[CUSTOMER][NEUTRAL] Do you think?
[CUSTOMER][NEUTRAL] Oh, OK. OK. Well, that'll be OK because uh.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah, but you do have a grace period, yeah.
[CUSTOMER][NEUTRAL] OK, I'll, I'll finish. I'll put these account numbers on this policy numbers on this paper and fax it back to you tomorrow.
[AGENT][NEUTRAL] OK, um, and is
[CUSTOMER][NEUTRAL] And then I'll mail it.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just for gathering
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Right, well then, thank you for calling APL and I hope you have a great day. Um, yeah, expect a call back within 24 to 48 hours.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Alright thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Bye.