AccountId: 011433970860
ContactId: 80a35910-bf9f-4f7e-8951-24845704eaaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409369 ms
Total Talk Time (AGENT): 207864 ms
Total Talk Time (CUSTOMER): 115930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/80a35910-bf9f-4f7e-8951-24845704eaaa_20250402T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. So I've got a uh group admin on the line, um, and she's saying that, uh, of course she's had a policy on in the group as well, uh, and she noticed on this place invoice that she's not listed. Um, her policy is active, but she said on she's just not listed on the invoice and didn't know why.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] That is 10811.
[AGENT][NEUTRAL] OK, and what's her name?
[CUSTOMER][NEUTRAL] So we are speaking with [PII]. Uh, she did inform me that the contact [PII] has passed away, um, and so she does know to send us an email with that updated information.
[AGENT][NEUTRAL] OK. All right. Well, I can take a look into it and I can see what I can, uh, help her with and see what's going on.
[CUSTOMER][NEUTRAL] OK, are you ready for her now?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] All right, thank you. Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][NEUTRAL] Good. I'm doing well, thank you. Um, so I have your group pulled up. Um, [PII] did give me your information and she let me know that you were calling because your, your policy is not showing up on your group's invoice. Is that right?
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][NEUTRAL] OK, no problem. Let me see what's going on and then take a look at the group invoice and see if I can figure out what happened and because I do show that your policy is active, so let's see if we can figure out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like your policy is actually.
[AGENT][NEUTRAL] Looks like it has a lapse date entered of [PII]. Um, let me look at the notes and see, uh, it looks like your policy is a life policy. So let's see what's going on.
[AGENT][NEUTRAL] OK, so it looks like our customer service was working an audit, and they added a lapse date of [PII] to your policy. Um, it says due to it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] They added a what? I'm sorry, I can't hear you. I'm sorry. I can't they added a what?
[AGENT][NEUTRAL] They added a lapse date of [PII] to your policy, and they, the reason it shows is because it says 20 years expired. um, so it looks like they are supposed to be sending you a letter with an option to continue at a higher rate. Um, so,
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] That was back on [PII]. Do you know if you've received any letter or anything in the mail?
[CUSTOMER][NEUTRAL] I have, I have not, and what address do you have on file?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] In lawyer.
[CUSTOMER][NEGATIVE] Yeah, yeah, that's it's annoying.
[CUSTOMER][NEGATIVE] Yep, that's it um no I have not received anything so do I still have time to renew or do whatever?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You should, um, what I can do is I can get you over to the lady that handles the life policies, um, and she should be able to give you some more information on that. Um, she did put a note in there that you would be able to continue at a higher rate. I don't know what that rate would be, but she should be able to give you that information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] OK, no problem, [PII] if you'll just give me one moment to get her on the phone, um, just stay on the line for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey [PII], it's [PII]. I was hoping I would get you actually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I have a policy that I think you might be familiar with what um is going on with it. Um, the policy number is 61.
[AGENT][NEUTRAL] 1161.
[AGENT][NEUTRAL] For [PII], it's a life policy.
[AGENT][NEUTRAL] Um, and so she's calling, so she's actually with the group, um, she's gonna be the new group contact, but she was calling because her policy wasn't on their April bill, and after looking, it looks like there's a future lapse date on there and you had a note on there that it's because of her life policy expiring, um, and that a letter to her, you know, if she wanted to continue that at a higher rate.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, now she hasn't received the letter yet, but she just wants some more information on what she needs to do and maybe what that rate would be. Do you think you'd be able to help her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sure will. She won't like it, but I, I can help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Those premiums go sky high once they get to their, their thing. Let's see, here's the letter, I think.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] I did verify her address. We do have it right, so she, I don't know if she makes.
[CUSTOMER][NEUTRAL] Yeah, see her premium goes from $29 a month to $257 a month.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh gosh, yeah, that's.
[CUSTOMER][NEUTRAL] I know, yeah, I hate sending those letters out and that one's really not as bad as some of them.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah, she probably won't like that, but it's just how it is, but you ready for her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, here's thank you.
[CUSTOMER][POSITIVE] I'm ready, mhm.