AccountId: 011433970860
ContactId: 1f5cb506-66c0-42b9-ac88-d3cdadb285dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292980 ms
Total Talk Time (AGENT): 108880 ms
Total Talk Time (CUSTOMER): 81532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1f5cb506-66c0-42b9-ac88-d3cdadb285dd_20250505T20:20_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] Um, yes, I was calling, um, because I just got my when I had got a statement and I'm trying to see if my policy is still active or not. I hope it hasn't lapsed because I literally forgot.
[AGENT][POSITIVE] OK, well, I can definitely help you.
[CUSTOMER][NEUTRAL] And see if I can catch that up, OK.
[AGENT][NEUTRAL] All right, with your payments. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm 00793067 and it's my husband [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right. I do see here, and I just need you to verify the date of birth on file and the mailing address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so yes, it does look like the policy is no longer active as of [PII].
[AGENT][NEUTRAL] [PII], um.
[AGENT][NEUTRAL] Did you want to
[CUSTOMER][POSITIVE] Oh my [PII], and I've had it forever.
[AGENT][NEUTRAL] Yes, did you want to um see what you need to do to get it reinstated?
[CUSTOMER][POSITIVE] Yes ma'am, if I can because I've had this policy for years, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK. Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. So I'm gonna go ahead and get you over to customer service so that they can make the policy active, um, so that you can um get with group billing and make the payment to bring the account current.
[CUSTOMER][NEUTRAL] OK, do y'all do, um, I can do it from my checking account?
[AGENT][NEUTRAL] I believe you can do it from your checking account. I'm not sure because I don't take payments, but I'll mention it to group billing to for them to confirm for you.
[CUSTOMER][NEUTRAL] do
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. Um, so hold on one moment, I'm going to get a customer service representative for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and thanks for calling APO.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a member on the other line. Their policy is no longer active as of [PII], but they want to, they're trying to make the payment so they can reinstate or see what their options are. Um, it's 793-067.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And it's it for [PII]?
[AGENT][NEUTRAL] Yes, we're speaking with him um and his wife.
[CUSTOMER][NEUTRAL] Alright. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright you can go ahead and send him over.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hello, good
[CUSTOMER][NEUTRAL] Hello, good afternoon,