AccountId: 011433970860
ContactId: 71ba59f4-b789-48dc-acad-0f2506acdaee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 874280 ms
Total Talk Time (AGENT): 308561 ms
Total Talk Time (CUSTOMER): 343933 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/71ba59f4-b789-48dc-acad-0f2506acdaee_20250128T20:19_UTC.wav
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[AGENT][NEUTRAL] We start.
[CUSTOMER][NEUTRAL] He would have [PII].
[AGENT][NEUTRAL] Is the way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Get me some um it's it.
[CUSTOMER][NEUTRAL] Uh and have a massive you then go to they check man go out.
[CUSTOMER][NEUTRAL] It's a a key medicine I use a comic but activallouentindo laps it as I say yeah activat.
[CUSTOMER][NEUTRAL] Get in get out.
[CUSTOMER][NEUTRAL] Latura
[AGENT][NEUTRAL] OK, number of the police.
[CUSTOMER][NEUTRAL] See a dog.
[CUSTOMER][NEUTRAL] [PII] says uno.
[AGENT][NEUTRAL] Permit.
[CUSTOMER][NEUTRAL] OK, that.
[AGENT][NEUTRAL] OK, so in your case is verific so penacimento direction telephone associs for.
[CUSTOMER][NEUTRAL] See the recito tao.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] rereader [PII].
[CUSTOMER][NEUTRAL] Dos no cuatroo.
[AGENT][NEUTRAL] Unmasitas in normal esta [PII] me confirm cor electronicoquetambienocistapolio.
[CUSTOMER][NEUTRAL] C H G.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mucha gracias for confirmized information [PII] [PII] you wanna stayer.
[AGENT][NEUTRAL] I am [PII] activa.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] They were in a police.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It's my bad.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Utelo on departmentmento recursoumanos de sucopan or or del seguro correct.
[CUSTOMER][NEUTRAL] See if I get to see.
[CUSTOMER][NEUTRAL] He go go go go go so.
[CUSTOMER][NEUTRAL] Colata.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yeah, I, I don't know what's happening, but I couldn't hear you the first time. Oh, how are you?
[AGENT][NEUTRAL] Very good, thank you. And I'm calling in regards of a policy. Well, I have the insured on the line who's calling in regards of his policy appears to be active. I mean, it should be active but appears to be um lapsed. Policy is 246-576-1.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That's correct. Mhm.
[AGENT][NEUTRAL] I noticed there's a uh a note from you back on [PII] that it says the policy should be lapsed because you were
[AGENT][NEUTRAL] Labs policy to issue new benefits.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, but that's, that's the thing. He says that he called HR department and they told him that he should be uh active and he needs to call us, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, no, no, no, no, absolutely, I understand that. It, it was just that, yeah, I noticed that there was another policy that was active, the one.
[AGENT][NEUTRAL] 184 2027 until [PII], which is later than this one.
[AGENT][NEUTRAL] I like to see if I've got.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But at this point, I don't think you, I mean why would they hold it right?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's almost what.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Yeah, I know, you're right, you're right. I should ask.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No, you're right. Thank you very much, [PII]. Appreciate you.
[AGENT][POSITIVE] Have a good day. Bye.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from Claims.
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][POSITIVE] Very good, thank you for asking. [PII], I have a question for you. Um, I have an insured on the phone under policy 246-576-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure if you can pull up his information.
[CUSTOMER][NEUTRAL] Hang on, let me get to that policy. 246-576-1, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Mr. [PII] is on the line stating that his policy should be active. I noticed that there is another policy that it was active from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I just wonder, have you guys received any premium after [PII] or, or not?
[CUSTOMER][NEUTRAL] OK, let's take a look. Let me look and see real quick. Um, I'm gonna look at that other policy, the 184 because it looks like, um, it looks like the one that you gave me, it, it doesn't have any premium applied, so let me take a look at this other policy and see why it lapsed. There's a note or anything on it. Let me see.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so it looks like.
[CUSTOMER][NEUTRAL] It was reactivated back in June. I'm not sure there's no other notes after that on um why it was lapsed. Let me go see what we're what we're getting from the group if they're sending anything. Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, but it also reactive video.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah, um, I don't see any premium, um, that, that we're receiving. I don't, we don't have anything in suspense, um, let me see.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me take a look at the notes on the other policy and see why it was lapsed. Are they, so he's saying that his policy is supposed to be active.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, he, it looks like on the policy 246-5761, he called.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see when he called. Let me go back to the notes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He called on the [PII] of this month and he stated that the policy should be active. [PII] um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I advise him that he needs to speak with the HR department so they can call us regarding the eligibility, but he's calling now and he said, he's stating that he called or he spoke with the HR department and they told him that that the policy should be active, that there's no reason why it shouldn't be, but that's it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, he's he's probably gonna need to have them reach out to us then, um, because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't see that they're sending. I'm gonna check their invoices real quick and make sure um I don't see anything in suspense, um, but let me just double check the invoice um and make sure that they're not paying.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] I do not see it on here. It's not being added to the um invoice that they pay um.
[CUSTOMER][NEUTRAL] So really what what we need to do at this point is um just let him know again you know that he's gonna have to reach out to his HR department um and have them contact us um but I'll also get with um this is [PII] I will get with the uh billing person that handles the Florida group and have them also reach out to the group um since this is something that he's called about before but they're not adding the premium in um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To their invoices so that's why it's not being applied so um that needs to be addressed with the group so, um, is he on the phone?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, he is.
[CUSTOMER][NEUTRAL] OK, so yeah, we just need to let him know to reach out to his HR department um and have them contact our uh group billing department um and that way we can go over the premium, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then like I said I'll also have um somebody reach out to the group as well um just in case and um let them know that he's calling about that and um we can.
[CUSTOMER][NEUTRAL] We can ask him if he's supposed to be active as well, um, but that's really all we can do at this point just because we don't have any premium in house for his policy.
[AGENT][POSITIVE] Mhm. Absolutely. Understandable. All right. I'm glad I called you. Thank you very much, [PII]. I appreciate you.
[CUSTOMER][POSITIVE] OK. No problem. You're welcome. Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] So baskas.
[CUSTOMER][NEUTRAL] This is big in the sense.
[AGENT][NEUTRAL] in contact to conservation econamento the billing and respect to polisae informant que definitiomenteelparamento recursoumano oil person que mane informacion de los seguros in compania que communicates contraspectoal aestado de sopolisa.
[CUSTOMER][NEUTRAL] You right.
[AGENT][NEUTRAL] I use uh a blackconos or directamente on uh el el broker queles er facilitation circle seguro but podamos is sobertasos.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. OK, the person I'm human sociable game.
[CUSTOMER][NEUTRAL] And it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I give you uh OK.
[AGENT][POSITIVE] See encasing.
[CUSTOMER][NEUTRAL] You know, you know, you, you say you you confis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In the end.
[CUSTOMER][NEUTRAL] It a he American American parami mejores me it's a it's a papaya.
[AGENT][NEUTRAL] La La.
[CUSTOMER][NEUTRAL] in a human resources beneficis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] Boa boya OK, mucha gra so that is OK.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] We check it out so long we're not no.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I that much.
[AGENT][NEUTRAL] Do you