AccountId: 011433970860
ContactId: 340bdb83-2612-4475-8c89-058c4930d154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324670 ms
Total Talk Time (AGENT): 153736 ms
Total Talk Time (CUSTOMER): 60331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/340bdb83-2612-4475-8c89-058c4930d154_20250319T16:29_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], I have a broker on the phone and they are inquiring about um this insurance policy being terminated. She said that they are on the file feed as um having the Metlink policy with us, but we're still showing the policy as term, and I don't see any alternative number or alternative policy number.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm all right uh.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 1611589.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and the person on the phone, her name is [PII] and she's with Brown and Brown.
[AGENT][NEUTRAL] You see here.
[AGENT][NEUTRAL] All right, and do we have any call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And let me check up the notes really quick and then you can transfer her to me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy laps.
[AGENT][NEGATIVE] I don't want
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That city of [PII] here.
[AGENT][NEUTRAL] For the group, oh, she's the broker, never mind.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, you can go ahead and send her.
[CUSTOMER][POSITIVE] All right well thank you so much have a great one.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hello, I was just advised um that you have an employee who should be active but it it is appearing and that it still lapsed. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright, I am trying to look at the file received um for this policy.
[AGENT][NEUTRAL] Um, if you don't mind, just a second while I find the insured.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we can see how we go from there.
[CUSTOMER][NEUTRAL] Do you need the name of the insured?
[AGENT][NEUTRAL] Um, yeah, no, I do have the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, I do see here in the file that it should be active, effective [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It was active and then lapsed per broker notification.
[CUSTOMER][NEUTRAL] Yeah, I don't know what happened.
[AGENT][NEUTRAL] OK. Well, we apologize for that. Sometimes, um, whenever the file is processed, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Since it has dates that go back sometimes that are processed once or twice a week even if we change it, um, sometimes it'll go back to it, but I am actually working on the reactivation of the policy and
[AGENT][NEUTRAL] I will also go ahead and supplement the bill for the premium that we are missing for the um let's see, February and March um premium.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And is this policy meant to be continued with the couple coverage?
[CUSTOMER][NEUTRAL] At this one?
[AGENT][NEUTRAL] Um, I do see here that his policy was, um, for employee and spouse. Is it meant to be reactivated? OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, that's correct. The same way.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I will go ahead and finish working on um the reactivation. I just have to manually, um, do some of the benefits reactivation manually, so it will take me a little bit of time, but you should see um it active back, um, probably within 20 to 30 minutes. If it is not, you can give us a call back, all right?
[CUSTOMER][POSITIVE] Wonderful. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.