AccountId: 011433970860
ContactId: 2ddc63a9-c412-4b3a-8aaa-ffe86c474e02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486089 ms
Total Talk Time (AGENT): 197811 ms
Total Talk Time (CUSTOMER): 103880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2ddc63a9-c412-4b3a-8aaa-ffe86c474e02_20250602T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII]. I was calling to check to see if y'all have took out uh um payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, $11.57 on.
[CUSTOMER][NEUTRAL] The [PII] and [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number with me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] Thank you. And um,
[AGENT][NEUTRAL] I can look at the policy.
[CUSTOMER][NEUTRAL] My birthday is
[CUSTOMER][NEUTRAL] Would it be under my, I mean it's.
[CUSTOMER][NEUTRAL] Would it be the kids or mine?
[AGENT][NEUTRAL] I'm not sure. Is it your policy and they your like beneficiaries or is it a policy for them?
[CUSTOMER][NEUTRAL] That's the policy for them that I got when they were young.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I, I can look at, it sounds like they might have individual policy. I'm not sure. I can look up by their name if you like.
[CUSTOMER][NEUTRAL] OK. It's 11 of them is [PII].
[AGENT][NEUTRAL] And [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Why? OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to
[AGENT][NEUTRAL] Papa, here we go.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so I have the policy here. I found um [PII]'s and um can you just verify the date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] Uh, his birthday?
[CUSTOMER][NEUTRAL] Or mine.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, let me see.
[AGENT][NEUTRAL] It will be his birthday.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And the mailing address on file?
[CUSTOMER][NEUTRAL] [PII], not [PII].
[AGENT][POSITIVE] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and this was a whole life policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The reason I'm asking is because I'm showing the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] Cause I don't, they've been taking it out.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it looks like on [PII], the draft returned, um,
[AGENT][NEUTRAL] Actually, hold on.
[CUSTOMER][NEUTRAL] And I paid 2 payments.
[AGENT][NEUTRAL] It looks like it's been, this has been happening, let me see, there was a correction in April and then on [PII], the draft returned account closed.
[AGENT][NEUTRAL] It's saying that the bank account is closed.
[AGENT][NEUTRAL] Um, and that's what caused the, the lapse in the payment or the policy, I'm sorry.
[CUSTOMER][NEGATIVE] Well, I don't, I changed the bank and I called them and told them and they took out two payments.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] They took out and paid 2222.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So there were 2 payments that were made.
[AGENT][NEUTRAL] But they were both returned to us on the [PII]. So let me go ahead and get you over to group billing so they can help you with the payments and let you know what's going on because I don't want to give you any of the wrong information, um, but I do see that it did come back to us or was returned.
[AGENT][NEUTRAL] Would you like to speak to someone in group billing?
[CUSTOMER][NEGATIVE] Oh yeah, because I've been paying on it.
[AGENT][NEUTRAL] All right. Before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Thatsferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] um from the care team. How are you doing?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] I'm doing good. I have an insured on the other line. Um, her policy, well, you want me to give you the policy number first?
[CUSTOMER][NEUTRAL] Oh yeah, yeah, with the both.
[AGENT][NEUTRAL] Alright, it's 493.
[AGENT][NEUTRAL] 148.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she was calling to see if we had taken out a payment, and we did, but it was returned to us. uh this is from, I mean, I see it returned in, you know, the screen, but I was looking at [PII]'s notes too.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but she's asking me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She wants to talk to somebody about the payment and see if she needs to make one. I told her that they were returned to us and that's what caused the lapse. So she's trying to, I guess, see what she needs to do to recover that or, you know, make that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So she'll have to pay. I'm just calculating how much she have to pay before you transfer her real quick.
[AGENT][POSITIVE] Sure, take your time. OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And she have to pay for April, May, and June.
[CUSTOMER][NEUTRAL] So 1743. All right. You can go ahead and send it over and I'm sorry, is it the, the, it's the policyholder that's calling, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, it's [PII] on the phone. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, good, yeah, you can go ahead and send it over.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. I have [PII] on the line for you and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing today?