AccountId: 011433970860
ContactId: 420268cc-b62c-4294-8a2b-81a19ea66a20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364869 ms
Total Talk Time (AGENT): 193090 ms
Total Talk Time (CUSTOMER): 203090 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/420268cc-b62c-4294-8a2b-81a19ea66a20_20250604T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Uh, hey.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Hey, I'm, I'm, I'm here.
[AGENT][NEUTRAL] I know, I said.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, and I'm not sure. I, I, I know we discussed this on the training of customer service, but I really, it's just right now I'm trying to look for the notes and everything, and it's like I cannot find nothing. But I'm not sure about this one, OK? So, uh, this member is calling because she wants to make her premium payment, but the policy's been terminated and it's been terminated, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, on April, so I don't know if it can be reinstated or not or how we handle this. I'm sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, got you. No, no, what is that policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 931-209.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We just have a lot right now with all the OSC and everything and it's like you forget some things to remember some other things and it's just, yeah.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] The cup is too full right now.
[AGENT][POSITIVE] I believe it. Yes, oh my gosh. Everything happened at once.
[CUSTOMER][NEUTRAL] Yes, I know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm just
[CUSTOMER][POSITIVE] I, I'm like, I came back from vacation. I'm like uh uh this was like surprise. Welcome back.
[AGENT][NEUTRAL] I was like, what have y'all done?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I was like I need to go back to vacation please let me go back.
[AGENT][NEGATIVE] It fell apart.
[CUSTOMER][NEUTRAL] I need an occasion just to see what happened and how to study everything.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] And I think everybody was just like, bam, you know, gosh, I'm trying to pull this.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] It's not wanting to pull anything up. OK, um.
[CUSTOMER][NEUTRAL] Did I give it to you correctly? Let me give it to you again just in case. 9.
[AGENT][NEUTRAL] Oh no, I got, I was in on base trying to pull something up, you know, trying to see what, what is going on with her.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Yeah, I'm not sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, she's coming to make her payment and I'm like, oh well, let me check what we can do. I mean, I didn't say it was terminated just in case it was an error, so I never say what's going on. I just say, oh, let me check on this really quick.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't need more questions than than yeah just in case. Why was it every day? Why I'm not on a fire that's the question.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, OK. She can make a payment. Um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It, it would need to go to billing though for her to make the payment, but I, I'm gonna go ahead and reactivate it and I will tell you this because you know, you know, uh, it because it the pay due date is [PII], but we just sent a letter out to her [PII] and as long as she calls in with within 30 days of that letter, she can reactivate and pay it, pay it up and keep it.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, it's fine. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Um, so that's why I'm able to reactivate it, you know, um, because she's within the 30 days of the letter that she received, and I know that just because I pulled it up in on base, so as long as stuff is in on base, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] OK, so in this case, when we get this type of calls, that's when we call support or that's something we can
[AGENT][POSITIVE] I think honestly, I think later on y'all are gonna be doing that.
[CUSTOMER][NEUTRAL] Maybe do it on our end.
[AGENT][NEUTRAL] Um, but definitely call, yes, definitely if you need something. Um, yes, because they've been talking about that. Yes. Anything, put it in the chat and have us look at it, call whatever you need. Yes, but, and I would talk to her, but she's gonna have to go to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because I'm like, OK, when you call support?
[CUSTOMER][NEUTRAL] OK. Oh yeah, we're supposed to put it in the chat. I totally forgot. I'm sorry.
[AGENT][NEGATIVE] No, whatever, no, whatever. Uh uh, whatever, but, and I would take the call, but she's gonna have to go to billing, so I hate to, OK.
[CUSTOMER][NEUTRAL] No, yeah, it's fine. Yeah, I just needed this too. No, no, no, no, you're fine, you're fine. I understand. Yeah, and I don't want her to be like transfer transfer now. No, I got it.
[AGENT][POSITIVE] OK, good. Thank you.
[AGENT][NEUTRAL] But she is reactivated. Her husband or or child, whoever, let me look and see what that was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Single. Oh, she's [PII]. I don't know why I had in my head. She was elderly. OK, [PII], OK, yeah, uh, everybody's reactivated.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, OK. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, one more question, then, um, I'm not sure if this is for billing or for you, but she said that she wants to pay a whole year. Can she do that or it has to be only determined on what's in the line?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now she can pay a year. I will need to change the frequency.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] 2 a year so she can do that, but yeah, she can do that for sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but that's what she said she's she wants to go ahead and pay a year if she can. And that's what I was trying to get it to uh to know as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] She can definitely do that, yes.
[CUSTOMER][NEUTRAL] OK, OK. So,
[CUSTOMER][NEUTRAL] OK. So we're gonna go ahead, so you're gonna change the frequency or I'm just gonna go ahead and transfer her to group billing? OK, you're gonna change.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I changed it, yes, and she does need to go to billing, you know, but um.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, yes, definitely. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, I'll go ahead and transfer her to billing. Thank you so much, [PII].
[AGENT][POSITIVE] You are welcome. You are welcome.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] OK, you too.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah