AccountId: 011433970860
ContactId: 0408ca9a-3d4e-4349-bd34-85fbee9a9bb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383200 ms
Total Talk Time (AGENT): 224845 ms
Total Talk Time (CUSTOMER): 145820 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0408ca9a-3d4e-4349-bd34-85fbee9a9bb4_20250103T19:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Well, hi [PII], this is [PII].
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hey, I've got uh insured [PII] on the phone. He is calling about policy number 236.
[CUSTOMER][NEUTRAL] 1671.
[AGENT][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] I'll verify all of this information, the number that I.
[CUSTOMER][NEUTRAL] 2361671
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, your phone's skipping out, so that's why I'm asking again.
[CUSTOMER][NEUTRAL] Oh, pretty well, gosh, I'll get.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII], you said? OK, and you verified it. What's his callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, that's me.
[CUSTOMER][NEUTRAL] I verify
[CUSTOMER][NEUTRAL] His callback number is the same number that's showing up to [PII].
[AGENT][NEUTRAL] OK. And all right, is it there a reason, I mean, did you get?
[CUSTOMER][NEUTRAL] And he is
[CUSTOMER][NEUTRAL] Yeah, he's calling because he had talked to somebody last week about reactivating his policy.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] He received a letter in the mail that said he only had to pay $28 but he wants to verify and make sure the amount that he's supposed to pay because he wants to reactivate it.
[AGENT][POSITIVE] Oh, OK. All right, I can talk to him. Thank you.
[CUSTOMER][NEUTRAL] OK, bye, [PII].
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII], and I'm in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you? How are you? I'm well.
[AGENT][POSITIVE] I'm doing, I'm doing very well. Thank you for asking me. Um, so, [PII] was just telling me that you had talked to someone, um, a few days ago about reactivating your cancer plan?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am. Yes, so go ahead.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Oh, no, no, sir, go ahead. I can help you with it though. Go ahead.
[CUSTOMER][NEUTRAL] No, I was gonna just say she sent over all the paperwork. I mean, I'm trying to get the name. I, I have, I'm driving, so.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Everything was sent over, but I, I know when I spoke, [PII].
[CUSTOMER][NEUTRAL] Um, I know when I spoken to her, she mentioned to me that I, I would have to pay, I guess the premium that I guess the back, the back I guess previous month, but on the email it's it's only showing that I need to pay $228 and some change. I wanna, I wanna get that clarified. I don't know what what do I need to pay.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure. OK. Let me take a look at some stuff and let me help you with that, Mr. [PII]. I'm sorry about that. OK. So, let's see. It looks like you received a letter that [PII], actually sent a, an email letter to you. Is that correct?
[CUSTOMER][POSITIVE] Oh, no worries.
[CUSTOMER][NEUTRAL] Yes ma'am, on the [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, I got it pulled up. OK, so it says thank you for your recent inquiry. In order for the company to reconsider, to consider reinstatement, you wanted to complete the application for reinstatement and return it to the office. The application must be notarized. It will also be necessary that you forward your check in the amount of 2850 for one month premium. Yeah, OK, so it looks like.
[AGENT][NEUTRAL] Well, it looks like your premium was 5850, not 2850.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I think what happened is her fingers kind of maybe slipped on that a minute. I don't know. Um, let me,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And and you got your reinstatement paperwork, right?
[AGENT][NEUTRAL] OK. Yeah, I see. Uh-huh, I see that attached too. Yeah, let me, um,
[CUSTOMER][POSITIVE] Uh yes I do, yes ma'am.
[AGENT][NEUTRAL] Let me see. And that was the, let me make sure.
[AGENT][NEUTRAL] Yeah, that was the only policy you had with us. Well, the premium is 50 was 5850. I'm not sure where the 2850 come in play, but um.
[CUSTOMER][NEUTRAL] No, I need a.
[AGENT][NEUTRAL] I will, I will ask [PII].
[AGENT][NEUTRAL] I'll tell you what I can do for you Mr. [PII]. I'm sorry I didn't mean to interrupt you. Did you say something?
[CUSTOMER][NEUTRAL] No, ma'am, I didn't say anything. I'm listening.
[AGENT][NEUTRAL] OK. All right. So what I can do, Mr. [PII], is get [PII] to send you another uh corrected letter. Would that be OK? to the same email?
[CUSTOMER][NEUTRAL] Oh no, ma'am, that's fine. Yes ma'am, that's OK.
[AGENT][NEUTRAL] OK, I'll do that then and yeah.
[CUSTOMER][NEUTRAL] Cause I, I just, cause I wonder.
[CUSTOMER][NEUTRAL] OK, and I wanted to clarify, like, do I need to change because I was told earlier that I had, I, I would have to pay like cash when it canceled on [PII].
[CUSTOMER][NEUTRAL] I don't have to pay the previous month so I wanna make sure that I wanna, I wanna make sure that's, you know, legit, uh, or, you know, I just wanna make sure what, what I need to pay before I send in the application with the check.
[AGENT][POSITIVE] Oh yes, I'm gonna get her to send you a corrected letter with that information on there, that corrected information.
[AGENT][NEUTRAL] Yes sir. I'm gonna get that going. Yes, that way you'll want you'll know exactly how much you have to pay and for what month. Is that OK? OK.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] Yeah, that's perfect yes ma'am.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I apologize about that. Um, so, but I will get [PII] to go ahead and get that corrected and get that emailed over to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh perfect thank you so much yes ma'am.
[AGENT][NEUTRAL] You're welcome. No problem. All right, is there anything else I can help you with before, um, before we hang up, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, you've been a great help. No, ma'am, not at all.
[AGENT][POSITIVE] OK. Well, you have a great, happy, well, you have a happy New Year and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, alright, happy New [PII]. bye bye.
[AGENT][POSITIVE] And a great weekend. You too. Thank you. Bye-bye. All right, bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh you too uh huh bye now.