AccountId: 011433970860
ContactId: 79473247-f033-431a-8bc0-4c8072cfc59d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197059 ms
Total Talk Time (AGENT): 116184 ms
Total Talk Time (CUSTOMER): 87281 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/79473247-f033-431a-8bc0-4c8072cfc59d_20250513T22:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's care on the care team.
[AGENT][NEUTRAL] Hey, how are you doing?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][POSITIVE] I'm good, I'm good. What you got?
[CUSTOMER][POSITIVE] Glad to hear it.
[CUSTOMER][NEUTRAL] Oh, just an odd, um, we'll see um I've got a member on the line she's got a uh cancer policy and she said her spouse, uh, he's listed, but he's currently showing lapsed, um, and she doesn't know why. And she's currently receiving a, um, well, she's under a waiver, uh, of premium because she's on disability because of the cancer. So she doesn't know if that's affecting uh his being lapsed or not. She did say that she brought it to her agent's attention.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, who told her to reach out to us.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] That is 2329682.
[AGENT][NEUTRAL] Alright, now I don't know
[CUSTOMER][NEUTRAL] I did go back in the notes a bit, but I got to about January before I was like I don't know I'm gonna look because there were a lot.
[AGENT][NEUTRAL] I don't know anything about these waiver premiums and how they affect things.
[CUSTOMER][NEUTRAL] See, I don't know either. I was like that's a good question because that would that would make sense to me.
[AGENT][NEUTRAL] It really is.
[AGENT][NEUTRAL] And she could have gotten termed at one time. Oh, she's showing a couple and she benefits are still a couple. I'll bet you she got lapsed for whatever reason and when you reinstate a policy, we only reinstates the, you know, if you activate it back, it only automatically activates the insured. You have to go back and put an R by each, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Each inch, you know, each person who's covered to reinstate them.
[CUSTOMER][NEGATIVE] You're talking different language of lying to me, girl. I don't know. I don't know. I'm trusting either.
[AGENT][NEUTRAL] OK, yup, reinstated policy should be a waiver. Hey [PII], Why would [PII] not reinstate? It says,
[AGENT][NEUTRAL] Policy on waivers of 50 59 98.
[AGENT][NEUTRAL] 5998 so let me look at the BQPHR.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, I think, I honestly believe he just didn't get reinstated when the policy turned. I just reinstate, oh, OK, wait.
[AGENT][NEUTRAL] Wave waves, no, we'll say no.
[AGENT][NEUTRAL] And um I am going to reinstate this.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it says couple and yat and PIN and uh.
[CUSTOMER][NEUTRAL] That's what I looked at Pie dad, yeah.
[AGENT][NEUTRAL] And PIBFT the benefit screen it says couple coverage so that's why I'm going back to couple because they did not change it to individual.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK, OK, so that's what I just wasn't sure about what the waiver and everything how that might affect it but um I'll just let her know it was kind of a little hiccup in our system but that he's good to go.
[AGENT][NEUTRAL] Yeah, so she can go look, I get, you know, let me finish my notes. It, it may show that he's active now. So, yeah, it was just a little, it was just an oversight on our part and it is correct.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm showing him active yes all right thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, dear. Have a good night, [PII].
[CUSTOMER][POSITIVE] Alright, have a good night. Alright, bye.
[AGENT][POSITIVE] Thanks, bye.