AccountId: 011433970860
ContactId: e59b3379-4d1e-4ba7-b0f7-5350e3a7683b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90209 ms
Total Talk Time (AGENT): 28302 ms
Total Talk Time (CUSTOMER): 52089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e59b3379-4d1e-4ba7-b0f7-5350e3a7683b_20250422T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] For calling
[CUSTOMER][NEUTRAL] Hey [PII], my name is um [PII]. Um, let me give you the policy number that I'm calling about. It's my policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 252535864.
[CUSTOMER][NEUTRAL] I just went in to the system and it shows that it's lapsed so I'm trying to see.
[CUSTOMER][NEUTRAL] If there's a way that I can get it reinstated or get another policy or am I just out of look?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] Because it was it was coming out of my paycheck before and then the company I work for doesn't um.
[CUSTOMER][NEUTRAL] Do their cancer policies through APL anymore?
[CUSTOMER][NEUTRAL] And somehow I guess I missed that.
[AGENT][NEUTRAL] Uh, let's see. So it looks like it uh lapsed on [PII].
[AGENT][NEUTRAL] Um, unfortunately, there is a 30-day window to reinstate the policy or continue it, um, which we're outside of, so.
[CUSTOMER][NEUTRAL] OK, is there a way to get another policy or no?
[AGENT][NEUTRAL] Uh, no, there's unfortunately not. This is a group policy, so it's through, it's like based on through like an employer plan and then you can port it to your, yeah, yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Got you, got you. OK, alright, well I guess I'm gonna look on that I to find another one. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right bye bye.