AccountId: 011433970860
ContactId: f66290ab-bb9e-4086-bad4-3f9a5e1ff099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162429 ms
Total Talk Time (AGENT): 99904 ms
Total Talk Time (CUSTOMER): 50552 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f66290ab-bb9e-4086-bad4-3f9a5e1ff099_20250304T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, I got you again [PII] it's [PII].
[AGENT][NEUTRAL] What you got for me there?
[CUSTOMER][NEUTRAL] Well, I say yeah, but I'm sorry this might be a bit of a difficult one. I'm sorry. I know, I know I'm sorry.
[AGENT][NEGATIVE] Oh, no, no, no, no, no, no, no.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I've got this member on the line and she has a cancer policy and she wanted to make sure that her spouse and a dependent were covered. I see them listed but not as active um and she wants to know why and what we can do.
[AGENT][NEUTRAL] Uh, they may just
[AGENT][NEGATIVE] Hopefully they just didn't get reinstated. What's that policy number?
[CUSTOMER][NEUTRAL] It is 731-226.
[AGENT][NEGATIVE] Well, the bomb just fell out over here, something.
[CUSTOMER][NEUTRAL] I just, I looked at the notes a little bit and looks like we've had some.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Problems with this before? Uh, not this exactly, but
[AGENT][NEUTRAL] Hold on one second, let me find up the screen. I am not using at the moment. OK, I've only got 5 of them up, but I've.
[AGENT][NEUTRAL] They all 5 of them.
[AGENT][NEUTRAL] Oh my God, 731-226. OK.
[AGENT][POSITIVE] So let's lucky [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She's showing family coverage. They just didn't get, yeah, they didn't get reinstated. Let me go to notes.
[AGENT][NEUTRAL] Because she still has family coverage her service.
[AGENT][NEGATIVE] And being incorrect, I did not mention the insured policy was canceled to avoid an escalation.
[AGENT][NEUTRAL] Uh, reactivate the policy. OK, I'll reactivate the policy and check she did not.
[AGENT][NEUTRAL] Let me go back, yeah, NM.
[AGENT][NEUTRAL] And R and R.
[AGENT][NEUTRAL] And I don't know what that's supposed to be. I look to see what that policy this was.
[AGENT][POSITIVE] OK, da da da and we're gonna go back changes. I think that should be way pre so that's right, OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You, if you want to, you can just go back and tell her that they are active. We do apologize that somehow or another they were accidentally termed, but they are active.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, I just tell her it's a little hiccup in the system or something.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, just tell her, we apologize. It was a glitch in the system or something, but that she does, she is showing family coverage and they have been reinstated.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK cool all right thank you so much [PII] I appreciate it.
[AGENT][NEUTRAL] Thank you, dear. But if you have any problems, call me back direct.
[CUSTOMER][NEUTRAL] All right, bye.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye.
[AGENT][POSITIVE] All right. You're welcome. Bye, dear.