AccountId: 011433970860
ContactId: f81ea5a0-8896-447b-9b7d-8f06aee15729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272059 ms
Total Talk Time (AGENT): 129019 ms
Total Talk Time (CUSTOMER): 116877 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f81ea5a0-8896-447b-9b7d-8f06aee15729_20250228T17:18_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] [PII], the policy number is 96.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 923.
[AGENT][POSITIVE] Perfect. And how can I help you today?
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] I was trying to see, do, do I still have this insurance, me, me and my husband.
[AGENT][NEUTRAL] OK, yeah, let's take a look at that for you. And Miss [PII], could you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty and I do just have to verify some additional information real quick with you if you don't mind um verifying for me the mailing address.
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 6 to 1 minute.
[CUSTOMER][NEUTRAL] [PII] may still Los I.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 1052.
[AGENT][POSITIVE] Perfect, thank you, thank you. I appreciate that and I am showing here that this policy lapsed back in [PII]. It looks like [PII].
[CUSTOMER][NEUTRAL] Why, why, why did?
[AGENT][NEGATIVE] So it is not still active.
[CUSTOMER][NEUTRAL] Why did it last?
[AGENT][NEUTRAL] Why?
[CUSTOMER][NEGATIVE] I said, why did it lap? They was taking it out, out of my check at school. Really, really and truly when y'all went to that computer stuff, I don't know how to deal with that stuff and that's why y'all getting a a whole bunch of stuff job cause that, that are older.
[CUSTOMER][NEGATIVE] People don't, don't, don't work with that can deal with that kind of stuff.
[AGENT][NEGATIVE] Yeah, it looks like the school system that you're working for actually um like dropped the coverage. It looks like they canceled the coverage.
[AGENT][NEUTRAL] So, my notes show that.
[CUSTOMER][NEUTRAL] Oh, that, that they didn't tell me that. I mean, I, I, I got a uh the you want the group one time that I had, number that I had to, that that can't have to verify?
[AGENT][NEGATIVE] No, so what I hear, what I see here is that we just received notification from the DeSoto Parish schools to to terminate the policy, so I'm not sure like the why I'm not sure of um because all we all we know is what the school system tells us, um, and they don't, they don't always tell us the why.
[CUSTOMER][NEGATIVE] Oh, that, they didn't even tell us, they didn't tell us that this was a cancer policy, right?
[AGENT][NEUTRAL] Yeah, you had a cancer policy and the critical ill or the ICU policy like the critical care.
[CUSTOMER][NEUTRAL] OK, so, so this, this critical care was in with the, with the cancer, right?
[AGENT][NEUTRAL] Um, yeah, they were two separate policies you had with us. Um, one was the cancer policy and one was like an ICU or coronary care policy.
[CUSTOMER][NEUTRAL] I was just.
[CUSTOMER][NEUTRAL] So the school had canceled both of them out.
[AGENT][NEUTRAL] Yeah, that's what I'm seeing here, um.
[CUSTOMER][NEUTRAL] Ow ow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah and they don't have I guess they don't share with us the why they just send us um.
[AGENT][NEUTRAL] You know what they're doing and we just.
[AGENT][NEUTRAL] Follow what they tell us um.
[CUSTOMER][NEUTRAL] Oh, OK then.
[AGENT][NEUTRAL] On that
[AGENT][POSITIVE] I'm sorry. I wish I could tell you like exactly why and I had all that information, I would feel like a superstar.
[CUSTOMER][NEUTRAL] But, but to see if that, they had told me I could have kept my own personally, personal.
[CUSTOMER][NEUTRAL] Or cancelpox. Uh, 00, OK then.
[AGENT][POSITIVE] Yeah, I am really sorry about that. Is there any um
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] If there's any other things I can do for you, like please don't hesitate to reach out to us.
[CUSTOMER][NEUTRAL] I guess I need to.
[CUSTOMER][NEUTRAL] Oh, OK then.
[AGENT][POSITIVE] You take care, Miss [PII]. I hope you have a fabulous weekend.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.