AccountId: 011433970860
ContactId: 703a0cf7-6b3d-4a7f-b09d-13aae29d4ee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 603880 ms
Total Talk Time (AGENT): 249150 ms
Total Talk Time (CUSTOMER): 224304 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/703a0cf7-6b3d-4a7f-b09d-13aae29d4ee1_20250409T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to speak with someone about um paying for um
[CUSTOMER][NEUTRAL] So the pay my policy so that I can be reinstated.
[AGENT][POSITIVE] OK, I'm happy to take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Yes, I have 3 of them, but there's one that I'm using. Uh, my number is 716.
[CUSTOMER][NEUTRAL] 433.
[AGENT][POSITIVE] Alright, thank you so much. Let me just get this pulled up here. One moment.
[AGENT][NEUTRAL] And then if I could just verify please your first and last name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Thank you Ms. [PII] and then do you have a good call back number just in case if something happens on the call?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. All right, let's see here. And then lastly, can you just verify the physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you so much. So let's see here.
[AGENT][NEUTRAL] All right, so it looks like this was a life insurance policy and that's what you're wanting to look at making a payment on?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I wasn't aware that it was gonna cancel because
[CUSTOMER][NEGATIVE] Um, of the 3 times that I've had return payments.
[CUSTOMER][NEUTRAL] That's what I was told.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So let's see. Oh, it's a bank draft. OK, let's see here.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, so I appreciate your patience on this. I'm gonna get somebody on the line over in billing, Ms. [PII] to assist with this. Just one moment if you don't mind, I need to place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this afternoon?
[CUSTOMER][POSITIVE] Hey I'm doing good how are you?
[AGENT][NEUTRAL] I'm good thanks. I have an insured on the line um she's just wanting to make a payment on her policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, sure. What's the policy number?
[AGENT][NEUTRAL] Policy is gonna be 716-433 and we're speaking with a Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, 716-433 OK.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's a life policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I've got it.
[AGENT][NEUTRAL] Alright, and she just, yeah, she did say something about I guess the last two payments have not gone through or something, so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, let me see cause it's lapsed. Um.
[AGENT][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] It says it was lapsed, um, I think because of the NSF, um.
[CUSTOMER][NEUTRAL] So I think this will actually need to go to customer service since it's lapsed let's see we've had two NSFs that have returned returned and so um.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] You know what, you're totally right. I'm so sorry. I
[CUSTOMER][NEUTRAL] No, that's OK that's OK. I mean, it's they're probably gonna have to um take her. I think the process at that point would be to take her off of bank draft um unless she provides some updated bank information um but um if she goes to customer service and gets all that corrected and updated and everything, she can still probably make that payment but I think they'll have to work through some stuff with her first and get that policy reactivated.
[AGENT][NEUTRAL] Girl.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am, I am so sorry I called you. I see that right in front of me. I'm supposed to call customer service. I.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] That's OK. No, that's fine.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No problem. Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Good. Um, I have an insured on the line who has a lapsed policy. She needs to look at making a payment for it. She's had some return payments for um bank draft.
[CUSTOMER][NEUTRAL] OK, um, uh.
[CUSTOMER][NEUTRAL] It's lapsed, right? OK.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] All right. And what is the policy number?
[AGENT][NEUTRAL] Her policy number is going to be 716433.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. We're speaking with Ms. [PII] on the line, yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, so, I guess, so you don't have to transfer me, transfer her to me and then transfer her, me transfer her the billing to take the payment. I can reactivate the policy and you could just um directly transfer her to billing for them to take the payment.
[AGENT][NEUTRAL] OK, alright, yeah, because I, I, yeah, no, I accidentally called billing first and they're like call customer service and I'm like, oh yeah, it says right here to call customer service, but I can call them back.
[CUSTOMER][NEUTRAL] Does it make sense?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes. Yes, since it is lapsed, um, it goes through us and then to them, but I will react I have it reactivated um again so they can go ahead and take the payment.
[AGENT][POSITIVE] OK awesome thank you so much I appreciate you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Have a good one. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Ms. [PII], I'm still here. Um, I'm trying to get somebody over in billing on the line. I apologize this is taking a few moments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this afternoon?
[CUSTOMER][POSITIVE] I'm doing great, [PII]. How are you doing this afternoon?
[AGENT][NEUTRAL] I'm, I'm good. Thank you so much. Um, I, I have an insured on the line. Um, she's needing to make a payment on her policy.
[CUSTOMER][POSITIVE] Good. You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, sure. I can help her with that. Do you have the policy number there?
[AGENT][NEUTRAL] Yeah, absolutely. So it's gonna be 716.
[AGENT][NEUTRAL] 433.
[AGENT][NEUTRAL] And it should come up for a Miss [PII].
[CUSTOMER][NEUTRAL] It does, yes, ma'am. It's just gonna make a payment. OK. um, do you have her a callback number or do I need to get it there?
[AGENT][NEUTRAL] Yeah, absolutely, call back is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you [PII] I'll be happy to help her.
[AGENT][POSITIVE] No worries and [PII], full disclosure here I will tell you, so I called you guys earlier.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] The policy was lapsed when she called through to me and so I in error called you guys first knowing I should call customer service because you know it was lapsed she's had a couple NFF NSFs um return payments so I did call over to customer service she just changed it from laps to active. I don't even know if that matters on your end. I'm just relaying information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, sure. No, that's fine. No, ma'am, no, that makes, that makes perfect sense. So I see that it's paid to 21, so she actually owe 2 payments, but I'll go over all that with her. That's not a problem.
[AGENT][POSITIVE] OK, OK, I just wanna make sure you had all the info. I appreciate you.
[CUSTOMER][POSITIVE] OK. Sure. You're welcome. You have a good afternoon, sir.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You too, here she comes.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello Miss [PII]. Hey, how you doing?
[CUSTOMER][NEUTRAL] OK, are you?