AccountId: 011433970860
ContactId: 461a4198-bd0a-49ba-8b0e-2920e221c56b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246860 ms
Total Talk Time (AGENT): 115463 ms
Total Talk Time (CUSTOMER): 123510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/461a4198-bd0a-49ba-8b0e-2920e221c56b_20250203T21:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hey, so I'm fine, there are you?
[CUSTOMER][NEUTRAL] Uh, uh, I'm OK.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just threw up, uh.
[AGENT][POSITIVE] [PII] bless you.
[CUSTOMER][NEUTRAL] Uh, I know, and I, I've had this member holding. I'm sorry. Uh, let me just tell you what's going on, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Real, real quick, yes, you can get off the phone, yes.
[CUSTOMER][NEUTRAL] Yeah, uh, policy 608933.
[CUSTOMER][NEUTRAL] Um, and, and, um, her policy is terminated, but she don't know why, and I see the notes it says lapse policy over overdrew, so I'm not sure if it's just why it canceled, and she, she's also wanted to know why it canceled. She said it's still being drafted.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] Bye bye, bye. Go take care of yourself.
[CUSTOMER][NEUTRAL] Bye bye. OK.
[CUSTOMER][POSITIVE] Oh thank you. All right. Thank you. Thank you for holding and the information for me. I got my on the line. She's gonna assist you from here, OK.
[AGENT][NEUTRAL] All right, bye dear.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good, how are you doing?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. Um, OK, so so was telling me that you're calling today because your policy term and you do not know why, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEGATIVE] And I, I'm still paying HR. I'm still paying HR for it. Like it's still coming out of my check.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] OK, that's what I was about to say you're going to have to ask them because.
[AGENT][NEUTRAL] Apparently you know they send in the payments and it's lapsed from an overdue report. In other words, we've not received your December, January or February February premiums.
[CUSTOMER][NEUTRAL] You have not received my December, January or February premiums?
[AGENT][NEUTRAL] Right, you are due for December, January and February.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, who's my, who's my contact? Do you have a contact for me?
[AGENT][NEUTRAL] I guess it would, I guess it would be your HR department and the only name I see given is [PII] and this is a very old group, so there is no telling who's over your HR or your benefits department.
[CUSTOMER][NEGATIVE] OK, they did this once before and that's kind of when my, that's kind of what happened, uh, the last month, it's the end of the year last year, the same thing happened and I called HR and immediately it was paid. I, I don't know what they're doing. I ain't happy about it. I can't do my job like this, you know what I'm saying?
[AGENT][NEUTRAL] Yes, ma'am. um.
[CUSTOMER][NEUTRAL] I ain't have
[AGENT][POSITIVE] Yeah, you're OK.
[CUSTOMER][NEUTRAL] OK, alright, well, I'll.
[AGENT][NEUTRAL] I am assuming you make payments to them, correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh yeah, I'm actually when I was speaking for my, uh, my office.
[CUSTOMER][NEGATIVE] I looked at my paycheck. The paycheck. I'm sorry, I'm going through a car wash. I looked at my paycheck that I get paid for Friday and it's still taken out because I was like, well, maybe I didn't notice. Maybe I didn't notice, you know, that I'm not paying it and no, it's still on there.
[AGENT][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] Oh my
[AGENT][NEUTRAL] OK, they, if they say they've made payments they will need to get with our billing department to, you know, get this straightened out.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] But I am showing that you have not paid for December or your policy has not been paid on for December, January and February.
[CUSTOMER][POSITIVE] OK, alright, I will contact them. Thank you.
[AGENT][POSITIVE] Thank you, dear. Thank you for calling APL and I hope you get it straightened out.
[CUSTOMER][POSITIVE] Thank you. I will.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.