AccountId: 011433970860
ContactId: 5cacca1a-92f0-41af-a8f0-c5ceab9b2da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167679 ms
Total Talk Time (AGENT): 84295 ms
Total Talk Time (CUSTOMER): 92446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/5cacca1a-92f0-41af-a8f0-c5ceab9b2da0_20250203T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got insured, um, her name is Miss [PII] and she's on the phone. Her policy number is 715625.
[CUSTOMER][NEUTRAL] She's on mode of payment one and her policy is lapsed and she said that it should not be lapsed. She's had the policy.
[AGENT][NEUTRAL] Uh, you can just, yeah, the, um, we, we had an issue with this, this state of [PII], uh, not really an issue, but you can let her know that her policy's fine, that it was, um, a glitch on our end or an error on our end, but her policy's fine, it'll be fixed by the end of tomorrow.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, I'll let her know because she tried to go to the dentist and the dentist office called to verify benefits and she got free.
[AGENT][NEUTRAL] Yeah, I'll get, I'll get [PII] to go ahead and reactivate it, but it'll probably lapse again overnight, um, but her policy is fine. Um, so, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, let me tell her. OK, [PII], you don't wanna tell her yourself since you know what's going on?
[AGENT][NEUTRAL] It, it doesn't matter either way.
[CUSTOMER][POSITIVE] OK, I'm gonna let her talk to you because I think she'll feel better speaking to somebody else besides just me, so I'm gonna go ahead and let you speak with her. Thank you so much, [PII], for explaining it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I work for the state of [PII] and have insurance with you all.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was just told that my insurance has been dropped as of [PII].
[AGENT][POSITIVE] All right, Ms. [PII], that was, um, your insurance is fine. Uh, we had, um, like a system error on our end, but we are in the process of getting all that fixed. So your, your policy will be reactivated, uh, as soon as possible.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] So what am I supposed to do in the meantime? Do you all notify? Do I need to tell my, my people cause like I know it's still being taken out of my check, but I went to the dentist today and they told me I'm, I'm not covered anymore. So what do I tell them in the meantime?
[AGENT][NEUTRAL] The dentist office.
[CUSTOMER][NEUTRAL] Oh yes, ma'am.
[AGENT][NEUTRAL] You can, um, you should be able to just let them know that it was an error on our end and that the policy will, will be reactivated, um, by end of day tomorrow. We are still in the process of getting it all fixed on our end, but yeah, um, you can just let them know that that was an error on our end, um, and that it, that you do still have a policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. No problem, Ms. [PII].
[CUSTOMER][NEUTRAL] And they can, and they can call and speak to you all and you all can tell them that if they don't, if they have a problem with what I'm saying, but you're saying it should be back up and running tomorrow. OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. I'll put a note on the policy.