AccountId: 011433970860
ContactId: fa743dac-49fb-4837-8b29-4b1a8669f9cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138100 ms
Total Talk Time (AGENT): 55922 ms
Total Talk Time (CUSTOMER): 64328 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/fa743dac-49fb-4837-8b29-4b1a8669f9cf_20250117T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] [PII], how are you doing today? My name is [PII], and that's great to hear. It's Friday, right?
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] Yes, it is, and a three-day weekend.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, got a question for you. So I've got a check here from you on my wife's, uh, for my wife, but it says lapse policy.
[CUSTOMER][NEUTRAL] From 8124.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] OK. I can help you with with.
[CUSTOMER][NEUTRAL] I'm not following what policy she has that's lapsed.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. Um, Mr. [PII], can you please give me your callback number just in case our call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] Is um I'm gonna take it that it's 023.
[CUSTOMER][NEUTRAL] 780
[CUSTOMER][NEUTRAL] 54
[AGENT][NEUTRAL] OK, let me look at that.
[AGENT][NEUTRAL] OK, it's Miss um
[AGENT][NEUTRAL] [PII], therefore me to be able to talk to, I'll need to get consent to discuss the policy with you, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, unfortunately she's not, but I can call back when she is, I guess.
[AGENT][NEUTRAL] Yes sir, please, um, we'll have to verify that it's OK for us to discuss the policy with you, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, would you be able to answer if this is.
[CUSTOMER][NEUTRAL] If if she doesn't have any type of coverage anymore or is it still coverage?
[AGENT][NEUTRAL] I can't give any information out. I'm sorry. I'm sorry, sir.
[CUSTOMER][NEUTRAL] OK. All right. Well.
[CUSTOMER][NEUTRAL] I understand it's kind of weird, but uh I wanna, I wanna cash this check. It's only $32 but.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I don't we need to know what what happened and and this is through her work or who this is through because.
[CUSTOMER][NEUTRAL] I don't know anything about it. OK, I'll, I'll have her call you back then thanks.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] You're welcome, sir. I hope you guys have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Alright bye.