AccountId: 011433970860
ContactId: 721f42db-b77d-4418-96d8-3953ff266119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469839 ms
Total Talk Time (AGENT): 216885 ms
Total Talk Time (CUSTOMER): 153988 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/721f42db-b77d-4418-96d8-3953ff266119_20250203T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from Therapis Holdings.
[CUSTOMER][NEUTRAL] Uh, the group number is 22.
[CUSTOMER][NEUTRAL] 967
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull in your group number real quick, miss, and you said it was [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I'm sorry. Thank you, Ms. [PII]. And what is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me, let me pull in your group.
[AGENT][NEUTRAL] OK, Miss [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I just want to verify um I I did a termination to an employee.
[CUSTOMER][NEUTRAL] Uh, on [PII], I mean the termination, I did the termination on the [PII], but um, that employee was until the, the, um, until the end of the month.
[CUSTOMER][NEUTRAL] Uh, with us, I just want to make sure it's already terminated because I see in the invoice here for February.
[AGENT][NEUTRAL] OK, alright, do you have the patients, I mean, I'm sorry, the employee's name and policy number?
[CUSTOMER][NEUTRAL] Sure, the employee name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy number is 2581476.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then one real quick I'll need for you just to verify your physical address of your facility of your business.
[CUSTOMER][NEUTRAL] Sure, it's at [PII].
[AGENT][POSITIVE] Thank you. I appreciate that. All right, let me see if I can find the insured and I can let you know.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you said that the policy number was 2581476?
[CUSTOMER][NEUTRAL] 78.
[AGENT][POSITIVE] 78. OK, I apologize. Thank you. Thank you for correcting me again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So looking at the policy I do show that the pay to date is set as [PII], but we have a future lapse date on the policy of [PII], so the policy should lapse. I'm going to go ahead and transfer you on over to customer service because [PII] has passed.
[AGENT][NEUTRAL] To make sure that that policy will lapse for you. I'm gonna let you speak with them, OK?
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][POSITIVE] You're very welcome. You have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Same to you, thank you, same to you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey [PII], what you got for me, my dear?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] I've got Ms. [PII] on the phone. She is the contact person for group number 22967.
[AGENT][NEUTRAL] Uh, looking and she, she, um.
[AGENT][NEUTRAL] OK, so how do I say that? She looked in the online service center and noticed that this insured's policy was still active.
[AGENT][NEUTRAL] Is showing active but it has a future lapse date of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the policy number is 258.
[AGENT][NEUTRAL] 1478.
[AGENT][NEUTRAL] And she just wants to talk to somebody and make sure this policy is lapsed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hold on one second because billing is the one who lapses our policies.
[AGENT][POSITIVE] Oh, that's right.
[CUSTOMER][NEUTRAL] Your own, own, own, own group. So I just wanna
[AGENT][NEUTRAL] Oh [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Fine, I'm just gonna look and see if if maybe.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] ACD processing.
[CUSTOMER][NEUTRAL] When, when was this person supposed to term?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Oh, that's it's scheduled for that.
[AGENT][NEUTRAL] Yeah I see that and I told her that but she said it's still showing active in the online service center which it is showing active on Pyat too.
[CUSTOMER][NEUTRAL] It sure is, girl. OK, I get what you're saying now. You got a billing, honey. I'm sorry.
[AGENT][NEUTRAL] Let me go ahead and
[AGENT][NEUTRAL] I'm sorry. I, I don't know.
[CUSTOMER][NEUTRAL] And if I'm wrong, you call me back directly.
[AGENT][NEUTRAL] No, you're right, and I just had a brain fart. I'm sorry. I'll get, I'll get billing.
[CUSTOMER][NEUTRAL] Uh, well, I have them all day long, so it's OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Malaya Billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] again. I've got um Ms. [PII] on the phone. She's with group 22967.
[AGENT][NEUTRAL] And she is the contact person.
[AGENT][NEUTRAL] And the number she's calling.
[AGENT][POSITIVE] From is a good call back number.
[AGENT][NEUTRAL] And she is calling about policy number 2581478.
[AGENT][NEUTRAL] The policy does have a few lapse date of [PII], but she said should be lapsed on [PII], but she noticed in the online service center that it's still active and it is still active on Pyat and she's on the other line.
[AGENT][NEUTRAL] To make sure it gets lapsed.
[CUSTOMER][NEUTRAL] I can help her with that and that is [PII] with group 22967, and she's calling on policy 2581478.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] You can send her on.
[AGENT][NEUTRAL] OK. All right, I'll release her.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thanks a lot bye.
[CUSTOMER][POSITIVE] You're welcome.