AccountId: 011433970860
ContactId: 490463c9-df78-4974-83d2-ada02e4b1a2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451649 ms
Total Talk Time (AGENT): 231780 ms
Total Talk Time (CUSTOMER): 136454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/490463c9-df78-4974-83d2-ada02e4b1a2f_20250320T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, thank you [PII]. I'm so glad I got you. How are you?
[AGENT][POSITIVE] I'm good, dear. How are you?
[CUSTOMER][NEUTRAL] I just shot my hand to like touch down.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] It's so funny.
[CUSTOMER][NEUTRAL] Um, so I need some help. Can you look at this policy with me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, I can. This is [PII], right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK. I just went blank all of a sudden, oh, you know, we talked with so many people all day long, girl. Lord have [PII], especially y'all. You know, what's that number, dear?
[CUSTOMER][NEUTRAL] Yes, it is
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's 252-6414.
[AGENT][POSITIVE] Thank you, Miss [PII], let's see what we got going on here.
[CUSTOMER][NEUTRAL] OK, but go to CUI and Q though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me go there too.
[CUSTOMER][NEUTRAL] OK, so there's a claim on the active policy for part 2.
[CUSTOMER][NEGATIVE] That's being denied because it says the policy wasn't effective on the data coverage, which technically it wasn't because this policy didn't become effective until [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] There had to have the policy, I mean above it, that lapsed in April, so it's a little lapse there. Is this a true lapse because she's, I looked in the notes, there was some issues with the
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, so I don't know if this is a
[CUSTOMER][NEUTRAL] Cause the mom is like, well, I've been paying. She, I wasn't laps. She shouldn't have been laps and I'm like, well, hold on, let me try to figure this out.
[AGENT][NEUTRAL] See, there's a future lapse state in that policy of 912.
[AGENT][NEUTRAL] That one
[AGENT][NEUTRAL] 2024, if you go to the um
[AGENT][NEUTRAL] To the one that turned 415-2024.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It has a future lap save 912, but it got lapsed.
[AGENT][POSITIVE] He got laughs from over [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They go back and look.
[AGENT][NEUTRAL] I'm wondering
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I believe this is going to be a billing issue this policy and premium is right we are received the correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Premium now she did not want any surprises.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Let's let's go back to 66.
[AGENT][NEUTRAL] So it got 82 and she called to verify if we received her correct banking info for premium.
[AGENT][NEUTRAL] Shows that MOP was one transferred her to group billing.
[AGENT][NEUTRAL] And that was 81, I mean 812.
[AGENT][NEUTRAL] Of 24
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] make some notes.
[CUSTOMER][NEUTRAL] I, I didn't know if I should call group billing or because of this particular policy if I should call customer service, but.
[CUSTOMER][NEUTRAL] You see what I see?
[AGENT][NEUTRAL] And wanted to be sure she wasn't going to end up owing late in the year for a great monthly premium and let her.
[AGENT][NEGATIVE] No, the premiums being overpaid.
[AGENT][NEGATIVE] And we have sent her a refund for this.
[AGENT][NEUTRAL] Did let her know look like the group has recently corrected.
[AGENT][NEUTRAL] Advise her to double check with her employer to be sure.
[AGENT][NEUTRAL] another.
[AGENT][NEGATIVE] Oh my gosh, this poor woman's policy being overpaid on and then that term for not being paid on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See overpayment 1080 if you go like to April 1080, 1080.
[CUSTOMER][NEUTRAL] And you saw the one for 1820?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So why
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEGATIVE] Yeah, this is, I hate to tell you, Miss [PII].
[CUSTOMER][NEUTRAL] No, it's fine. I didn't know which one. It's fine.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That bank info added for policy. Was that bank info added for the payment or let's look at her bank info, if she should have been being drafted or.
[AGENT][NEUTRAL] Sometimes stuff gets put in there if it's, you know, for the um.
[AGENT][NEUTRAL] Payment from claims or whatever, but people really want a bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] 18
[AGENT][NEUTRAL] I'm not seeing
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh God. Yeah, check if I am so wrong, I am, I am so sorry if I am wrong, but I really believe this is going to be.
[CUSTOMER][NEUTRAL] Group billing?
[AGENT][NEGATIVE] Group billing she should not.
[CUSTOMER][NEUTRAL] Yeah, I, I was between the two. I, yeah, I get it. It's OK cause I'm confused.
[AGENT][NEGATIVE] The group needs to send back that those refunds and get this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, so after, so
[CUSTOMER][NEUTRAL] OK, I'm, so I'm gonna go to group billing. Group is group billing gonna be able to tell me if this
[CUSTOMER][NEUTRAL] If the lapse policy was supposed to be active?
[AGENT][NEUTRAL] Well, it should, the last policy should have been paid through to [PII], even though I know the notes.
[AGENT][NEUTRAL] Excuse me. The notes state that the term due to not being paid, you know, lapse from overdue report.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Because if this, if the lapse policy is supposed to be active till [PII], then we do need to reprocess this claim.
[CUSTOMER][NEGATIVE] Because we're denying it.
[AGENT][NEUTRAL] Uh, it looks
[AGENT][NEUTRAL] Yeah, it looks like.
[CUSTOMER][POSITIVE] I'm gonna go to, you want me to go to, don't worry about it.
[AGENT][NEGATIVE] See this, well, I'm trying, I don't, I can't even think it out like it looks like the group should have been paying on it until [PII].
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] I'm sorry, and I'm just tying you up cause it's, uh, I'm not sure what's going on with this.
[CUSTOMER][NEUTRAL] No, it's fine. I asked her if she wanted to hold her if she wanted me to call her back. She said, baby, I'm on spring break, do what you gotta do, so I'm gonna do it.
[AGENT][POSITIVE] Oh bless her, bless her. OK. Talk with billing first and I, again, I do apologize if I'm wrong.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's no problem at all. You want me to let you know what happened?
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, [PII]. Good luck.
[CUSTOMER][NEUTRAL] All right, bye
[AGENT][NEUTRAL] My dear.
[CUSTOMER][NEUTRAL] All right.