AccountId: 011433970860
ContactId: d471fdab-d68c-4ef7-9026-baf125a6a8f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359220 ms
Total Talk Time (AGENT): 122845 ms
Total Talk Time (CUSTOMER): 104258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d471fdab-d68c-4ef7-9026-baf125a6a8f2_20250512T12:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], um, and my husband, um, he's actually the, the carrier of the insurance, and I was trying to, uh, to, um,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Upload a claim that is showing me that it has like 3, I guess like policy numbers, but it's saying that it's lapsed, so I'm trying to check on this.
[AGENT][NEUTRAL] OK, so are you covered on the policies or is this just for your husband?
[CUSTOMER][NEUTRAL] I'm covered on there as well.
[AGENT][NEUTRAL] OK. All right. Yes, ma'am, so you're trying to upload a document, but you said the policy showing has lapsed?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am. OK, I can provide some information for you, so, um, partially help you with this. So again, who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Miss [PII] thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number that you're calling about?
[CUSTOMER][NEUTRAL] Uh oh, hold on. OK. Good morning.
[CUSTOMER][NEUTRAL] You have to log back in. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Where is the policy? OK, there's like a couple of them here. Let's see 2,531,260.
[AGENT][NEUTRAL] OK, thank you, Ms. Give me one moment to get that information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I will have to verify several things with you first for security purposes. So first off, what is your husband's name and date of birth and then your date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII] [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and the next piece of information would be your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the phone number for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, give me just a couple of moments to look at a few things, please.
[AGENT][NEUTRAL] OK, Ms. Way, yes, ma'am, I do see that this policy for you all did term with APL as of [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It did. Now if he has any.
[CUSTOMER][NEUTRAL] I wasn't aware of this.
[AGENT][NEUTRAL] He, he would need to reach out to his HR department because that's all of the information that I can provide.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But yes ma'am, this policy.
[CUSTOMER][NEUTRAL] OK, cause he had just talk, yeah, he just talked to.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] He just talked to somebody like a couple of weeks ago about it and they didn't tell him uh.
[CUSTOMER][NEUTRAL] This and um.
[CUSTOMER][NEUTRAL] Because I, I wanna say we filed a claim, um.
[CUSTOMER][NEUTRAL] Mm, not too long ago and they were telling him to
[CUSTOMER][NEUTRAL] To sending in the claims for his chemo. So, OK, this is, this is OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me, let me look at a couple of things here, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need something?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So yes, ma'am. He will. He'll need, he'll need to reach out to his HR department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not sure what the reasoning behind it is, but it does show that this has recently been done, but it was for [PII] date of termination.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, OK, thank you.
[AGENT][NEUTRAL] OK. Well, you're welcome. Is there anything else that I could help you with at the moment, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I do hope you have a nice day today.
[CUSTOMER][POSITIVE] OK, thank you. Alright, bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.