AccountId: 011433970860
ContactId: 50e15fe9-4b19-4419-aadf-932d97a43c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95019 ms
Total Talk Time (AGENT): 31778 ms
Total Talk Time (CUSTOMER): 44139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/50e15fe9-4b19-4419-aadf-932d97a43c47_20250219T23:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing all right thank you. I've got a member on the line and apparently they were unaware of when their policy terminated. It does say that it terminated uh July the first of last year and they don't understand why as I guess she left the employer in August, um, so I don't know if I could get a definitive answer as to why it's that date if you could tell me that.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is 245-551-3.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1:30.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] They didn't pay the the premium for July, the group.
[CUSTOMER][NEUTRAL] OK, that's what I, I don't know again I'm just not quite sure, you know, I know it could have been anything whether she left the employment at that time if they just stopped it early or.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, because I see there is a future lapse date of September, um, you might wanna get with billing to see if I've got premium.
[AGENT][NEUTRAL] And maybe it's just didn't get posted or something.
[CUSTOMER][POSITIVE] OK OK alright I appreciate it thank you I'll give them a call.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] Alright thanks bye.
[AGENT][NEUTRAL] Mm. Goodbye.