AccountId: 011433970860
ContactId: 77a08980-00ac-436d-b1e6-d85566c79774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160979 ms
Total Talk Time (AGENT): 89306 ms
Total Talk Time (CUSTOMER): 69849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/77a08980-00ac-436d-b1e6-d85566c79774_20250411T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][POSITIVE] You know it's Friday so I'm happy about that.
[AGENT][POSITIVE] That's right. That's right, honey. I'm with you there completely.
[AGENT][NEUTRAL] Oh my [PII], completely. What you got, darling?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, so this is a unique one, I've got an insured on the line and then I've also got the contact for the group. The insured's policy is lapsed and the uh contact for the group wants to make the payment and it shows it's coming from the job, but I apologize, [PII] I did not ask if the insured, she must be on some sort of leave or something they're wanting to make a payment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right. What's that policy number?
[CUSTOMER][NEUTRAL] So her policy is 259.
[AGENT][NEUTRAL] Oh wait.
[AGENT][NEUTRAL] OK, I was 259. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, 341-3.
[AGENT][NEUTRAL] OK, I can unlock lapse the policy, but billing is the one who would take payment.
[CUSTOMER][NEUTRAL] OK, and even though they're on like payroll deduction, it looks like as far as the mode of payment, I guess do we take a payment? I that's new to me.
[AGENT][NEUTRAL] Uh, I, that, I don't know. I don't know how they do that. Um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That is still gonna be a billing question. So let's see notes broker [PII] called. OK. Oh, so [PII]'s already talked to her. Group did not pay premium for a new insured. Insured is having surgery. Broker wanted to know what the group needs to do to get policy activated. Let her know the group would need to call and make debit credit card payment over the phone in order to get reactivated and pay. OK, so yes, it needs to go to billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] reactive. There we go.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the group the group contact has to call and make a payment by phone to billing if I'm reading this right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And they just talked for an hour ago. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so I, I don't know if they can lapse or if I need to unlapse it, but I'll go ahead and lapse it.
[AGENT][NEUTRAL] So [PII] can
[CUSTOMER][NEUTRAL] OK, because I've got the con yeah, I've got the contact to make the payment so I can just call over to billing and let her do that for her.
[AGENT][NEUTRAL] OK, I let Ky know I'm lapsing the or whoever answers, uh, you know.
[AGENT][NEGATIVE] And billing that I'm lapsing the policy right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right [PII], thank you.
[AGENT][POSITIVE] You're welcome. Bye, dear.
[CUSTOMER][POSITIVE] Have forgiveness. Bye-bye.
[AGENT][NEUTRAL] You too.