AccountId: 011433970860
ContactId: e07b2c3b-73db-48b3-8540-18a47d98a77e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108360 ms
Total Talk Time (AGENT): 32198 ms
Total Talk Time (CUSTOMER): 36128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e07b2c3b-73db-48b3-8540-18a47d98a77e_20250522T20:46_UTC.wav
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[AGENT][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. Um, can you look at this policy with me and see if there's any I don't think we can reinstate it, but I wanted to double check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on just one second.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Uh, policy number is 59209.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And intensive care.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Lapsed in December.
[AGENT][NEUTRAL] Um, I have a do report.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] She's passed the 30-day, um, uh, grace period.
[CUSTOMER][NEUTRAL] OK, and then, so yeah, I figured there wasn't anything we could do. I just wanna make sure now if she wanted to.
[AGENT][NEUTRAL] She's way past it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She got to find a broker and all that to go get the policy again, right?
[AGENT][NEUTRAL] Uh, we no longer sell to individuals, we only sell through employer groups, so she wouldn't be able to.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There's nothing she can do. OK, perfect. OK, I just wanted to make sure before I tell her so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate you.
[AGENT][POSITIVE] All right, thank you, [PII], have a good day.
[CUSTOMER][NEUTRAL] OK, bye.