AccountId: 011433970860
ContactId: 27d2a040-7475-4282-9d53-e785b1ed6476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219919 ms
Total Talk Time (AGENT): 101802 ms
Total Talk Time (CUSTOMER): 79967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/27d2a040-7475-4282-9d53-e785b1ed6476_20250505T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][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 Their policy is no longer active as of [PII], but they want to, they're trying to make the payment so they can reinstate or see what their options are.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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And is it for [PII]?
[CUSTOMER][NEUTRAL] Yes, we're speaking with him um and his wife.
[AGENT][NEUTRAL] Alright. Give me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] in March.
[AGENT][NEUTRAL] All right, you can go ahead and send him over.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? Thank you.
[AGENT][POSITIVE] Hello, good Hello, good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service and I was just advised that you would like to um see if the options that you have to reactivate your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. So since um the
[CUSTOMER][NEUTRAL] Because I've had this policy for years and I just absolutely just forgot.
[AGENT][NEUTRAL] Mhm, I do.
[AGENT][NEUTRAL] Mhm. I do see it here. Um, since the payments are scheduled for let's see, quarterly payments, um, we have the option that where we can resend the bill for you where it can be, um, until it gets to you, you will have to send us a check again or you can just, I can go ahead right now, um, reactivate it and you can make a a phone payment, a card payment over the phone.
[CUSTOMER][NEUTRAL] Oh OK um let's see.
[CUSTOMER][NEUTRAL] Yeah I'll close at [PII] because I don't have my debit card. I'm at work. I have my checking account number but I can do my card, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] After that, um, so I can't do a checking account, uh, a check, I can't do a check by phone.
[AGENT][NEUTRAL] Um, I'm not quite sure.
[CUSTOMER][NEUTRAL] If I have my account number or my routing number, you have to use my debit card, is that what you're saying?
[AGENT][NEUTRAL] Yes, uh yes, it could be only a credit card payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I mean, because I just don't know it by heart is what I'm saying, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, can I do it tomorrow? I mean, is that gonna be too late?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, not at all. Um, once, um, you can just give us a call, um, I will have to, it will have to be like pretty much first transferred to customer service to reactivate the policy and then billing is the one taking the, the payment over the phone.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, that'll be fine. All right, you can just do that, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] Is there any other questions that I can answer?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.