AccountId: 011433970860
ContactId: 0d54bb39-9a30-4c33-b692-0c7e3b13fec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347790 ms
Total Talk Time (AGENT): 120193 ms
Total Talk Time (CUSTOMER): 89330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0d54bb39-9a30-4c33-b692-0c7e3b13fec5_20250506T21:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I had called yesterday. I'm trying to see how much I have to pay to reinstate um in my insurance.
[AGENT][POSITIVE] OK, um, well, I'll be more than happy to assist you with your insurance policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 00793067.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here and I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII], uh, [PII] with, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and [PII], do you mind if I place you on just a brief hold while I reach out to customer service and then um you may be able to make the payment over the phone, um, but I want to see how this would work, um, so that we can, you want your
[AGENT][NEUTRAL] So the policy is still active for Mr. [PII], you.
[CUSTOMER][NEUTRAL] He told me yesterday that I could take.
[CUSTOMER][NEUTRAL] She, yeah, she, she said I could pay over the phone. That's why I was calling back today because I didn't have my debit card information.
[AGENT][NEUTRAL] OK, so you're wanting to make the policy active for you and the dependents as well?
[AGENT][NEUTRAL] Or just for you and Mr. [PII].
[CUSTOMER][NEUTRAL] No, uh, the insurance is for my husband [PII]. I don't have a policy. It's for him.
[CUSTOMER][NEUTRAL] It's his policy. I'm just the, the payer over it.
[AGENT][NEUTRAL] So you just want to make a payment. You don't want to reinstate. When you say reinstate because your, your name was on here at one point. So I'm thinking you're wanting to add yourself back. You just want to make a payment.
[CUSTOMER][POSITIVE] Yeah, I wanna add myself back however I needed to be cause I just know, yeah, cause I'm the, I was the beneficiary and everything over it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted just how it was. I was a beneficiary to pay you and everything, but I need to reinstate the policy, yes.
[AGENT][NEUTRAL] OK, um, hold on one moment for me, OK, and then I'm going to get group billing on the line so they can take the payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Now what?
[AGENT][NEUTRAL] Let me see if maybe the notes will tell me more.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing well. Um, I have a member on the other line who, um, needs, she just needs to make a payment over the phone to
[AGENT][NEUTRAL] Um, reinstate her policy. It looks like she called yesterday. Customer service reactivated and she was gonna call today to make the payment because she didn't have her card.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um, it's 793-067.
[CUSTOMER][NEUTRAL] 5254.
[CUSTOMER][NEUTRAL] Is it [PII] or somebody else calling?
[AGENT][NEUTRAL] Um, the policy is [PII], that's the husband. [PII] is on the line. She's the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wife and pair.
[CUSTOMER][NEUTRAL] OK, and is the callback number the one you're calling from the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her over.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further with your payment, OK?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome.