AccountId: 011433970860
ContactId: 655f0e6a-af82-4ef0-b9dc-4f7f07145a27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321239 ms
Total Talk Time (AGENT): 193605 ms
Total Talk Time (CUSTOMER): 111293 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/655f0e6a-af82-4ef0-b9dc-4f7f07145a27_20250214T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] Alright, thank you. So I've got um it's actually the daughter of both members under this policy, um, I guess the policy had just started she said that they just received the letter um recently to reinstate it, and she's wondering if she can go ahead and make a payment or what they can do to get that back up. Um, she's not under the policy at all. She does say that she has power of attorney, but both members are.
[CUSTOMER][NEUTRAL] Quite elderly, um, so she's just trying to see I don't know what kind of options she would have.
[AGENT][NEUTRAL] OK, they just got the reinstatement paperwork and she's wanting to make a payment now.
[CUSTOMER][NEUTRAL] Yeah, she wants to see what she can do to get it back up and running. It looks like it turned uh on [PII].
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 450-790.
[AGENT][NEUTRAL] Uh, they were quarterly.
[AGENT][NEUTRAL] So she just got off group letters which she probably got.
[AGENT][NEUTRAL] OK, what's your callback number?
[CUSTOMER][NEUTRAL] Uh, it is [PII], and uh we're speaking with her name is [PII].
[AGENT][NEUTRAL] I can't hear you. You had cut out. What was it?
[CUSTOMER][NEUTRAL] Oh sorry, um did you get the number?
[AGENT][NEUTRAL] I did. I got that, but it was like when you said the name, I got a part of it and then the rest of it was gone.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh no, um, it's her name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, maybe you did say it. I just thought it was weird. OK, go ahead.
[CUSTOMER][MIXED] But it is, I know, I, I had a hard time figuring out how to spell it, but that's OK.
[AGENT][POSITIVE] Alright, I'm ready when you are thank you.
[CUSTOMER][POSITIVE] Alrighty appreciate it thanks [PII]. Bye bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I am doing well, thanks for asking. The representative that transferred you over stated that you were inquiring about your parents' policy. Um, you recently received a continuation letter from Mr. and Mrs. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you can definitely continue the policy for them, um, but we will need you to fill out that information and send it back to us. We have to make sure that they're aware that we're setting this up so we'll need their signature and if they wanna.
[AGENT][NEUTRAL] Are they wanting to do a bank authorization or just continue being billed?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I would like to go ahead and um pay.
[CUSTOMER][NEUTRAL] One month today or whatever I need to and then set it up on a bank draft with the I still got that letter so I can mail right back to you.
[AGENT][NEUTRAL] OK, we can't unlapse it over the phone for your request and um.
[AGENT][NEUTRAL] And do 1 month because they're actually they're 2 months behind now so that's why I'm suggesting that you mail that information back in. That letter was just sent out so there's 30 days that you guys have to get that back into us and if you'd like, like I said, you can fill the bank authorization form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Out and if you want to submit in a check by money order or a personal check, that's fine and since you're gonna be taking care of things, I would suggest you send us a copy of power of attorney as well because we will need that in in order to be able to continue to deal with you on the policy for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, do I need to, did you tell me to fill what I already had out or you're gonna send me something else to fill out?
[AGENT][NEUTRAL] No, send what you already have out and if you want to send a check or money order you can send that with it, but you'll need to pay 2 months because right now we're in the 3rd month of February, um, and it just canceled due to nonpayment. It looks like they were set up on annual, um, and we generally give them 60 days because sometimes it takes some time. So just so you know, once you set it up on bank draft, it will be an automated draft that comes out once a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And it will also be a cheaper premium than what they were paying. Let's see, their monthly premium is 2531. Um, if you guys have a specific time during the month you'd like, you can say please draft on the [PII] or the [PII], whatever works for you, um, that'll work and if you wanna go ahead and fax us or email us a copy of the POA, you can do that and I can give you that information as well, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, um, I think I, it's, would it be OK if I just mail it with I'm, I'm not I don't have access at the moment.
[AGENT][POSITIVE] Oh, sure. Not a problem at all. Yes, ma'am. And like I said, as long as we get everything before the end of February, you guys are good to go. Like I said, there's a 30 day grace period from the date of that letter. It's probably gonna give you 2 extra days, well, 2 or 3 extra days because this month is a short month.
[CUSTOMER][POSITIVE] OK alright well thank you so much I'll get this in the mail to you.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.