AccountId: 011433970860
ContactId: 29785624-0f94-49d2-8e31-91914079d1ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243350 ms
Total Talk Time (AGENT): 171459 ms
Total Talk Time (CUSTOMER): 63548 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/29785624-0f94-49d2-8e31-91914079d1ee_20250121T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] I'm fine, [PII], how are you there?
[CUSTOMER][NEUTRAL] I'm doing good. OK, so I have a member on the other line wanting to know why her part two was dropped. I don't see anything in the notes as to why.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Oh, the calzones. What's the number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 709252.
[AGENT][NEUTRAL] OK, so I didn't mean to interrupt you. I was just like, oh my, no, those are I don't know.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] It's OK. I knew it when I called. It was a doozy.
[AGENT][NEUTRAL] Oh no. OK, hold on. So part two, part two.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] He wasn't dropped. The pulse, he just didn't get reinstated. It must have termed at some point lapsed. They answer called the question.
[AGENT][NEUTRAL] Bank info added spoke to said that was problem was draft the bank is call requesting.
[AGENT][NEUTRAL] Future la state added this policy received from the he just was not re-added back at the I'm reinstating right now. She's got if you look all the way through it, you'll see that he has um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That she has family coverage.
[CUSTOMER][NEUTRAL] Yes, I saw that on PIBFT.
[AGENT][NEUTRAL] Yeah, it just, he just, when you reactivate a polyp, you know, one of us reactivate activate.
[AGENT][NEGATIVE] Activate a policy that's been lapsed, you have to literally go in and put an R by all the benefit up and, you know, people that you want added back to reinstate them. It only reactivates the insurer. So, uh, put Ms. [PII] through and I will let her know that it was just a screw up on our on our part.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Hold on one moment.
[AGENT][NEUTRAL] I won't say it that way.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. So, Ms [PII], or Miss Sweet [PII] told me that you're calling today to see why Mr. [PII] was uh terminated from the policy. Is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it says left, yes.
[AGENT][NEUTRAL] Yes ma'am, we did a quick review over the policy and it's just that that happened when you changed from the group pay.
[AGENT][NEUTRAL] To uh your bank pay and we just did, I do apologize, it is on us. we did not reinstate Mr. [PII] back as well, so he is reinstated. You are fine. I'm glad you call so we could get that straightened out, but if you will check that, you will see he is active now.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's, I'll look at it.
[AGENT][NEUTRAL] And I do apologize for the inconvenience. And again, like I said, that was strictly on our part.
[CUSTOMER][NEUTRAL] Oh, OK. That's what I was wondering. I was like, they still taking out all my money, so.
[AGENT][NEUTRAL] Yes, ma'am, and he still was covered. He just, we just didn't reinstate his name when we, I do apologize, I'm so sorry, but he is reinstated and you are fine. Both of you are fine, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thanks so much.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else that we can help you with?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][POSITIVE] That's all. Thanks so much.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you and Mr. [PII] both have a wonderful evening.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.