AccountId: 011433970860
ContactId: dd2f2322-f750-4804-877d-447774777bea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334519 ms
Total Talk Time (AGENT): 76391 ms
Total Talk Time (CUSTOMER): 130040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/dd2f2322-f750-4804-877d-447774777bea_20250129T20:14_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for my husband. He has life insurance through Crown Staffing in [PII], um, and he's from what I understand, if he doesn't work for a week, he has to pay the $1.99 premium. He has the flu, so he has not been at work and I'm trying to figure out how I can go ahead and make sure that he doesn't have a lapse in coverage.
[AGENT][POSITIVE] OK, um, well, I can definitely assist you with the coverage. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. I'm [PII].
[CUSTOMER][NEUTRAL] And I'm calling for [PII].
[AGENT][NEUTRAL] OK, Mrs. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, I don't know the policy number. I can give you my phone number. It's [PII].
[AGENT][NEUTRAL] Thank you for that. And then um if you don't have the policy number, I can look the policy up with with his social.
[CUSTOMER][NEUTRAL] OK, I can do that. Hold on just a second. Let me pull it out here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Social is in here somewhere I guess.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Nothing, thanks.
[CUSTOMER][NEGATIVE] Doesn't figure, hang on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] He doesn't have that card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do have it somewhere.
[CUSTOMER][NEUTRAL] Is there a possibility I can retrieve it and call you back?
[AGENT][NEUTRAL] Um, yes, either the social or the policy number, um, and we'll be able to pull it.
[CUSTOMER][NEUTRAL] Oh, here's
[CUSTOMER][NEUTRAL] Uh well there's this Medicare card. Hang on, I'm, I'm getting there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Shit.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I thought I had it. It's not on his Medicare card. Let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not sure that he's gotten the oh here it is. It's 303.
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 5825
[AGENT][NEUTRAL] That's the social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here we go. I just found it. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting for it to come up now.
[CUSTOMER][POSITIVE] You're fine. Take your time.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] This is gonna, is.
[AGENT][NEUTRAL] Is Mr. [PII] available?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] He is not right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you, do you need him?
[AGENT][NEUTRAL] Yes, because he's the only one on the policy, so we're just gonna need to verify with him and then get permission to speak with you, and then we'll be able to um let you know how this works with the premium payment um and the coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me get him, um, we'll give you a call back is this the right number to be calling?
[AGENT][POSITIVE] Yes, ma'am, you are in the right place.
[CUSTOMER][NEUTRAL] OK, very good. Give me a day or so. Um, is he, I mean, OK, you can't tell me probably, but I just wanna make sure he's not lapsed or anything at this point.
[AGENT][NEUTRAL] Um, I can say the policy is not lapsed.
[CUSTOMER][POSITIVE] OK, very good, thank you. I will get him as soon as I can.
[AGENT][POSITIVE] Alright, you're very welcome and thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.