AccountId: 011433970860
ContactId: fa83e92e-4f37-4b64-ae20-f3a506b27195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256290 ms
Total Talk Time (AGENT): 124944 ms
Total Talk Time (CUSTOMER): 91700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/fa83e92e-4f37-4b64-ae20-f3a506b27195_20250617T17:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes my name is [PII], and I got a letter from APL and I'm just, I'm just curious about what it's all about. I just want, I, I'm, I'm calling to see what this is all about.
[AGENT][NEUTRAL] OK, Mr. [PII], so you said you've received a letter from APO that you're wanting to find out what that's in regards to. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes sir, I can help you with that. So first off, what's a good call back number for you please?
[CUSTOMER][POSITIVE] Correct. It says all.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh, would that be my, my 3rd number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, it'd be it's 02349416.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Mr. [PII], so give me a moment to get your information pulled up, please.
[AGENT][NEUTRAL] OK, Mr. [PII], so first off, I need to verify your information for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you provided for me, so that is the best number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right. Thank you very much. So I can see, Mr. [PII] that um you had called in uh last week about the letter.
[CUSTOMER][NEUTRAL] Last week?
[AGENT][NEUTRAL] And yes, sir, you called and spoke to someone here and that was just showing that your policy had terminated.
[AGENT][NEUTRAL] With APL this policy was back from [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, so, see, I don't, I guess that slipped my mind about calling like busy this week, uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Now, OK, this, this, it's this, this means nothing because I'm, I'm, I'm retired.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. So you can just disregard that. Those letters just went out, but you can disregard that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, because when I once I retired, I no longer covered. I was never covered under this, correct?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, that is, that according to our records, this coverage ended back in [PII].
[CUSTOMER][NEUTRAL] OK. Now, I had a heart attack in [PII] when I was under this policy, does that?
[AGENT][NEUTRAL] Now, you were not covered under this particular policy in [PII]. This policy did not go into effect until [PII].
[CUSTOMER][POSITIVE] Oh OK I got you I got you.
[AGENT][NEUTRAL] Yes, sir. Yes, sir. All right. Well, let's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Then I can just I can throw this in the garbage.
[AGENT][NEUTRAL] You can throw that away. Yes, sir, you can discard that.
[CUSTOMER][POSITIVE] Alrighty alright thank you for everything.
[AGENT][POSITIVE] OK. Oh, you're very welcome. Is there anything else that I could try and help you with today?
[CUSTOMER][POSITIVE] No, I, I think you've done it all. I appreciate it.
[AGENT][POSITIVE] All right, Mr. [PII], well, it was my pleasure in speaking to you and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.