AccountId: 011433970860
ContactId: e7e43fbb-116a-4757-9a9b-2d4e6e2164f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177139 ms
Total Talk Time (AGENT): 54660 ms
Total Talk Time (CUSTOMER): 70524 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e7e43fbb-116a-4757-9a9b-2d4e6e2164f7_20250403T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. Um, I just recently left my um employer that I had my life insurance with, and they told me I could bring it.
[CUSTOMER][NEUTRAL] When I left I could start paying for it myself.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your policy number?
[CUSTOMER][NEUTRAL] I, I do not have it because it all just went in effect.
[CUSTOMER][NEGATIVE] And I not received anything from y'all or anything.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And while I'm pulling that up, can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I see.
[AGENT][NEUTRAL] You said it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I work for NJ uh North Lake Gastroenterology in [PII]. Well, actually that I.
[AGENT][NEUTRAL] OK, and Miss [PII], do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And um your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying. And you were wanting to continue this policy?
[CUSTOMER][NEUTRAL] I do mhm.
[AGENT][NEUTRAL] OK, um, I do have some forms that I'll need to send to you. Um, I'll get those out in the mail to you. Is there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No, but I mean, will it, it won't cancel time I get all this switched over, will it?
[AGENT][NEUTRAL] Uh, if it does, um, you've got 30 days in which to, to get it reactivated and everything with your paperwork, but right now it's still active.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, once I get it I'll send it back to you.
[AGENT][POSITIVE] Alright, and thank you for calling APL. You have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Mhm. OK.