AccountId: 011433970860
ContactId: dcede290-4dd0-42db-a07c-55169747f370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203809 ms
Total Talk Time (AGENT): 71685 ms
Total Talk Time (CUSTOMER): 68548 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/dcede290-4dd0-42db-a07c-55169747f370_20250305T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have Mr. [PII] on the phone. He's a broker for this insurance group, and he called stating that, um, looks like with this one group we terminated his medical and cancer policy and it does look like that, but his cancer policy was reinstated, but not his medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's policy number 244-0349.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Did I write this? Hold on just a second. I gotta write this policy number down that I'm working on 229.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just got off the phone a minute ago.
[AGENT][NEUTRAL] Let's see 244.
[AGENT][NEUTRAL] 440341.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, let me look at this.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] See, see.
[AGENT][NEGATIVE] Pro plan should not be turned or reactivated.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I'm ready.
[CUSTOMER][POSITIVE] All right, I appreciate you. Have a great one.
[AGENT][POSITIVE] You too. Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Great, how you doing?
[AGENT][NEUTRAL] I'm good. Um, [PII] was stating that um the policy, the medical policy on
[AGENT][NEUTRAL] [PII] should be reactivated, is that correct?
[CUSTOMER][NEUTRAL] Correct. So basically, he worked for two different companies. He worked for Quality Energy, and he owns Legacy Coastal Insurance. Um, when, when he was termed from Quality in January, it appears um that they termed him on some of his coverage for Legacy Coastal as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's family coverage.
[CUSTOMER][NEUTRAL] So he threw
[CUSTOMER][NEUTRAL] Through Legacy Coastal, he had family hospital and family cancer.
[CUSTOMER][NEGATIVE] And it's not on the bill now and it's not in my system anymore.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'm getting that reactivated for you real quick.
[AGENT][POSITIVE] OK, I'll get that reactivated for you and it should be on the next bill. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] So it's gonna show up on the next bill, but his coverage is going to be back into effect, um, as soon as you fix it.
[AGENT][POSITIVE] Absolutely, yes.
[CUSTOMER][POSITIVE] OK, that's all I need to know I appreciate your help.
[AGENT][POSITIVE] Alright, well thank you.
[AGENT][POSITIVE] For calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you take care thank you.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye bye.