AccountId: 011433970860
ContactId: 091381a2-baba-4bfc-987f-549d066d5a81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325079 ms
Total Talk Time (AGENT): 169591 ms
Total Talk Time (CUSTOMER): 104311 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/091381a2-baba-4bfc-987f-549d066d5a81_20250411T16:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APO. This is Molet Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] on the care team, and I've got an insured on the line that she had an insufficient funds on a payment, and she wanted to make sure that everything's been taken care of and was told to call back today.
[AGENT][NEUTRAL] OK. You said you had an insured on the phone and she's wanting to make sure that everything is taken care of. Um, she had an NSF, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, what is that policy number to you?
[CUSTOMER][NEUTRAL] It's 1775159.
[CUSTOMER][NEUTRAL] And I verified the caller.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you said you verified everything?
[CUSTOMER][NEUTRAL] Yes, do you need her call back?
[AGENT][NEUTRAL] I do, please.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] I just wasn't where I wasn't sure where to look to see if we posted a payment or.
[AGENT][NEUTRAL] I'm not showing, I mean, her policy is paid current, but I'm not showing any NSS or anything, um.
[AGENT][NEUTRAL] Oh, I'm not sure about that one.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I looked at the notes. There was a note from [PII]. I'm not sure who that.
[AGENT][NEUTRAL] Uh, carry, let's see.
[AGENT][NEGATIVE] Yeah, she's paid current but um in [PII] shit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I'm still not showing anything's come back on us, from us.
[CUSTOMER][NEUTRAL] OK, she just wants to make sure nothing lapses, so.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] No, it's not lapsed as of right now, but I mean, I can tell her that that's not a problem. Um.
[AGENT][NEUTRAL] I mean just
[AGENT][NEUTRAL] Yeah, I can tell her.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. I'm gonna put her online just so she feels assured that she's talked to the right department so.
[AGENT][NEUTRAL] Well, um
[AGENT][NEUTRAL] Yeah, you can send her on.
[CUSTOMER][POSITIVE] OK, thank you so much appreciate it.
[AGENT][POSITIVE] Uh, no problem. You have a good day.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mrs. [PII] in group billing. um, [PII] said that you had a question about your, um, your policy, said that there was an NSF that come back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, um, I guess that.
[CUSTOMER][NEUTRAL] Yes, I called my bank to check in, or, I'm sorry, I didn't call. I looked on my website, and I didn't even know I've had that happen. And so I looked it up, because I could have transferred money, you know, in there had I known that was coming. Sorry. Uh, but anyway, I'm just trying to figure out now what I need to do and whether or not that re-ran. The bank said they thought it would just rerun.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Well, I'm not showing, I'm not showing that we've had anything come back, not as of today either. So.
[CUSTOMER][NEUTRAL] But I don't know if it did or not. I don't wanna be um.
[CUSTOMER][NEUTRAL] OK, and yes, that's what y'all said too. So, OK, well, the bank thinks that it'll rerun and be fine, but I did not want to lose my cancer policy. So.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand that. And a good call back number for you is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, I do apologize. Um, but, um, no, ma'am. I'm not showing anything has come back. Um.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Not on our end, not as of right now, no, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll just double check again with the bank then and make sure. I just want to be sure, so I'm paid up through May the first.
[AGENT][NEUTRAL] OK, well,
[AGENT][NEUTRAL] Yes, ma'am. And if you want to, you can come back maybe Monday, um, just to be on the safe side if you want to do that. Um, but as, I mean, like I said, right now, as of right now, I'm not showing anything, um, that has come back. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So in a lot of times it takes it maybe 77 days, so.
[AGENT][NEUTRAL] That may be the reason why we, we haven't seen it and then again it could have run through. uh I, I can't answer that but as of right now I'm not showing that there is an NSF on here.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. Well, thank you, ma'am. You have a great weekend.
[AGENT][NEUTRAL] Uh, you as well, Miss, Miss [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No ma'am thank you though.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful weekend as well.
[CUSTOMER][NEUTRAL] You too.