AccountId: 011433970860
ContactId: d6786993-2bfe-4d97-96a2-b6c0521049f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255389 ms
Total Talk Time (AGENT): 60691 ms
Total Talk Time (CUSTOMER): 79062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d6786993-2bfe-4d97-96a2-b6c0521049f0_20250613T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I just have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I retired from work uh in August of last year.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I didn't continue paying the cancer insurance. But uh
[CUSTOMER][NEUTRAL] Um, if I had it for like 5 years and never used it.
[CUSTOMER][NEUTRAL] Uh, what happens to that money?
[AGENT][NEUTRAL] Um, it, it's just like any other insurance product. There's not like a refund due or anything. It's just.
[AGENT][NEUTRAL] Is that what you're asking?
[CUSTOMER][NEUTRAL] Yeah, well, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, OK, let me ask you. This is the real question.
[CUSTOMER][NEUTRAL] OK, I never used it.
[CUSTOMER][NEGATIVE] Cause I hardly ever got sick. Now that I retired, now I, I'm sick.
[CUSTOMER][NEUTRAL] So, is there any way I can get back on there, even if I'm not working, I'm retired.
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Yeah, you'll probably have to do that because I.
[CUSTOMER][NEUTRAL] No, there's no policy number on here. Uh, [PII] is the last name.
[CUSTOMER][NEUTRAL] And you said my birthday?
[AGENT][NEUTRAL] Uh, social.
[CUSTOMER][NEUTRAL] Oh social [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, sorry, it's just running a bit slow.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your date of birth, Mrs. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that
[AGENT][NEUTRAL] And then what was your email address? It looks like it was a
[AGENT][NEUTRAL] It might have been a work email.
[CUSTOMER][POSITIVE] It was worth it though it was [PII] and he is he [PII] on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like the policy terminated, yeah, terminated [PII].
[AGENT][NEUTRAL] Um, if there was a window to reinstate it, it would have been for 30 days. So unfortunately we don't sell individual products, we only sell them through, they have to be like employer sponsored.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] So there's not a way to get the policy back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I ask.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][POSITIVE] OK, OK, well, thanks for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Right, me too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.