AccountId: 011433970860
ContactId: 5c654bbe-ac28-4fba-8d5d-944b43171a43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492260 ms
Total Talk Time (AGENT): 154945 ms
Total Talk Time (CUSTOMER): 250807 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5c654bbe-ac28-4fba-8d5d-944b43171a43_20250410T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII], congratulations. This is [PII].
[AGENT][POSITIVE] Hey, thank you, thank you.
[CUSTOMER][POSITIVE] Hey, you're welcome. I'm so proud for you. I've got an insured on the phone. His name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His policy number, he has two policies that are lapsed. The first one is 656-583.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other one is 656-584.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he is calling because he had an accident, he hadn't been at home to get his mail, and he wants to get his policies back.
[AGENT][NEUTRAL] OK, got you. OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII], Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have completely verified him.
[AGENT][NEUTRAL] OK, got you. OK.
[CUSTOMER][NEUTRAL] All right. Bye-bye, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Oh hanging in there uh.
[CUSTOMER][NEGATIVE] I, I apologize. I, I let my policy lapse and, uh, I, I got in a, um, wreck on [PII] and I blacked out and I've lost my driving privileges until they figure out what's caused it and I had been by to check my mail, and then I got a ride the other day and I noticed that I've let my policy deal and I just wanted to see what I do to get it reinstated and how much I need to pay to get it back up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yes, sir, now I can get that for you. Um, now Mr. [PII], what is your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have two policies with us. Um, it looks like a cancer lump sum and intensive care.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would want both of these reinstated.
[CUSTOMER][NEUTRAL] Yes, I always get paid at the end of the month. I didn't know if they could, uh, allow me to, you know, pay it all at the end of the month or if I need to pay something before then or or.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Now it looks like it's it lapsed effective [PII], um, so to catch it up, you know, January, February, March and April would need to be paid.
[AGENT][POSITIVE] Um, but I can get that total for you. Yes.
[AGENT][NEUTRAL] So that would be uh let me see.
[AGENT][NEUTRAL] It would be 2:31 64 to get you paid to the end of April.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, is there any way that I could take that out at the end of the month or do I need to pay that before then or?
[AGENT][NEUTRAL] Um, now, however, um,
[AGENT][NEUTRAL] Do you want to handle it, it's fine.
[AGENT][NEUTRAL] Uh, would you want it coming out of your, the Mays County Federal Credit Union?
[CUSTOMER][NEUTRAL] Yes, and what, what, what, uh, what account do you have? I mean, what do you, uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What do you have, uh, for, uh, is it, uh, account name is it [PII]?
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir, that's what we have.
[CUSTOMER][NEUTRAL] Yeah, yeah, if you could, if they could be kind enough to hold off or just to, to have a draft to take that out on the, let's see if they could do that on the [PII].
[CUSTOMER][POSITIVE] I'd be very blessed if they could do that. Can you guys do that?
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][POSITIVE] Yes, sir. We sure can. Yes, sir.
[CUSTOMER][POSITIVE] OK, yes, and I'll make sure the funds will be in there.
[AGENT][NEUTRAL] OK, yes, sir. And it is the 231-64.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, that, and I'll make sure that the funds are in there for that. I'll get paid that day before, so if you could draft it like you always do on the last day or whatever, and then what, what from then on is how much is it a month 50.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, see what that total is.
[AGENT][NEUTRAL] For both of them, um.
[AGENT][NEUTRAL] It's 5791 monthly.
[CUSTOMER][POSITIVE] OK, so, all right. Yes, so they could do that. I really appreciate it and I apologize for that. So, yeah, I've been in and out of the hospital and I just have kids and I'm just, this is my mind's got, I just basically forgot about it. So anyway, so yeah, if they could do that, it would be uh 23164 now, and I'll have the funds in there the day before on the [PII], so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They could drafted on the [PII], that would be great if that's OK.
[AGENT][NEUTRAL] OK. Yes, sir. That's fine.
[AGENT][POSITIVE] I will take care of it.
[AGENT][NEUTRAL] Um, can I ask you something?
[CUSTOMER][NEUTRAL] Alright, what's the
[AGENT][NEUTRAL] You said that you were in and out of the hospital. Did you spend the night in the hospital?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, uh, I spent 3 days in there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me get, have you filed a claim for that?
[CUSTOMER][NEUTRAL] No, it, uh, I thought it was, it was during the accident, but I didn't know, uh, uh.
[CUSTOMER][NEUTRAL] Uh, was it just it was just a hospital stay. I was in the emergency room and then they, uh, they, uh, um,
[CUSTOMER][NEUTRAL] Dismissed me. I think the accident happened on Thursday and I got out on, uh, I think I was in there Thursday, Friday, and Saturday, or, or maybe just two days, but it was not to do with cancer or nothing like that. It was that would my policy covers something like that or?
[AGENT][NEUTRAL] Um, well, I was looking, I'm not 100%, um.
[AGENT][NEUTRAL] I wanted to look at that. I'm not sure if it's only if you're in intensive care or not, um.
[CUSTOMER][NEUTRAL] Yeah, I think I never was intensive care, so that's why I didn't think about filling a deal out because I was, uh, I was just in primary care in there, you know.
[AGENT][POSITIVE] OK. And it does say intensive care. I'm sorry. Yes, sir, it sure does.
[CUSTOMER][NEUTRAL] Yeah, they're fine.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Well, I will get this set up and it will draft at the end of the month, the 231-64, and you will be back on track.
[CUSTOMER][POSITIVE] OK. Well, thank you so much and have a blessed day. Thank you.
[AGENT][POSITIVE] You, you too. Thank you and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Um