AccountId: 011433970860
ContactId: 4341f824-eed8-4e3e-a14e-68fae2992ff8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530179 ms
Total Talk Time (AGENT): 183402 ms
Total Talk Time (CUSTOMER): 193927 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4341f824-eed8-4e3e-a14e-68fae2992ff8_20250411T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Are they on the line?
[AGENT][NEUTRAL] Hi, this is [PII] with AP. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hello?
[CUSTOMER][NEUTRAL] Hi, yes, I need to make a payment for an employee.
[AGENT][POSITIVE] OK, I'm happy to help. Can I get the policy number?
[CUSTOMER][NEUTRAL] I can't understand her, [PII]. What did she say?
[CUSTOMER][NEUTRAL] I can't understand who either. Hello?
[AGENT][NEUTRAL] I need the policy number.
[CUSTOMER][NEUTRAL] Oh, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do have the policy number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 025934. No, but yeah, yeah. 13 M as in Mary, L as in Larry, the number 7. No, no.
[CUSTOMER][NEUTRAL] His name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What's the name on the policy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Florida City Dental.
[AGENT][NEUTRAL] Uh, what's the name of the insured, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what would be the address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] OK, so on the policy, I'm showing that this is generally deducted and so you're on the line in [PII] to make a payment for the insured?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] How can I make a payment for the insured? I'm the director of Florida City. I'm just working from home today. Please excuse me. How can I make a company payment for the insured? Can I do that on the phone with you now?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, it's looking like it usually is payroll deducted. I can get somebody on the line and billing to see if they can accept the payment over the phone from you guys. Give me just a second, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, no problem. What's your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] All right, [PII], thank you. And then we have the insured on the line also, correct?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you so much [PII] and [PII]. Hold the line for me one moment. I'm gonna get billing on the line, transfer you over. Uh, if anything happens on the transfer, is this number you're calling from a good call back? The [PII]?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, alright, hold the line one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] I guess I should pull a group up, huh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you?
[AGENT][POSITIVE] You know it's Friday so I'm happy about that.
[CUSTOMER][POSITIVE] That's right. That's right, honey. I'm with you there completely.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Oh my [PII], completely. What you got, darling?
[AGENT][NEUTRAL] OK, so this is a unique one. I've got an insured on the line and then I've also got the contact for the group. The insured's policy is lapsed and the uh contact for the group wants to make the payment and it shows it's coming from the job, but I apologize, [PII] I did not ask if the insured, she must be on some sort of leave or something they're wanting to make a payment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, what's that policy number?
[AGENT][NEUTRAL] So her policy is 259.
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] OK, I was 259. Go ahead.
[AGENT][NEUTRAL] Yeah, 3413.
[CUSTOMER][NEUTRAL] OK, I can unlock lapse the policy, but billing is the one who would take payment.
[AGENT][NEUTRAL] OK, and even though they're on like payroll deduction it looks like as far as the mode of payment, I guess do we take a payment? I that's new to me.
[CUSTOMER][NEUTRAL] Uh, I, that I don't know. I don't know how they do that. Um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is still gonna be a billing question. So let's see, notes broker [PII] called. OK. Oh, so [PII]'s already talked to her. Group did not pay premium for new insured. Insured is having a surgery. Broker wanted to know what the group needs to do to get policy activated. Let her know the group would need to call and make debit credit card payment over the phone in order to get reactivated and pay. OK, so yes, it needs to go to billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Reaction. There we go.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the group the group contact has to call and make a payment by phone to billing if I'm reading this right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they just talked for an hour ago. Um.
[CUSTOMER][NEUTRAL] Uh, so I, I don't know if they can lapse or if I need to unlapse it, but I'll go ahead and lapse it.
[AGENT][NEUTRAL] OK, because I've got the con.
[CUSTOMER][NEUTRAL] So [PII] can
[AGENT][NEUTRAL] Yeah, I've got the contact to make the payment so I can just call over to billing and let her do that for her.
[CUSTOMER][NEUTRAL] OK, I let [PII] know I'm unlapsing the or whoever answers, uh, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And billing that I'm lapsing the policy right now.
[AGENT][POSITIVE] All right [PII], thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye, dear.
[AGENT][POSITIVE] Have forgiveness. Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], I have an insured on the line who needs to make a payment.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] It's 259.
[AGENT][NEUTRAL] 341 3.
[AGENT][NEUTRAL] And it should come up as [PII], please.
[CUSTOMER][NEUTRAL] OK, is this her calling or is this the group calling because we can't take payment from her.
[AGENT][NEUTRAL] So I have her in the group admin on the line, [PII] uh to make the payment. It looks like she was on a leave or something and so she's calling back to make payment. I just talked to [PII] over in customer service and she said she unlapsed it.
[CUSTOMER][NEUTRAL] OK, so the group is on the phone and the group is paying the invoice.
[AGENT][NEUTRAL] Yes ma'am, so the.
[CUSTOMER][NEUTRAL] Or paying for the premium.
[AGENT][NEUTRAL] They're both on the phone, the group and the insured, yes.
[CUSTOMER][NEUTRAL] OK, send them to me.
[AGENT][NEUTRAL] OK, here they come.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, I'm calling from Florida City Dental we have a.