AccountId: 011433970860
ContactId: 84a17274-ef21-45e2-bff9-aa37da84a3f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298540 ms
Total Talk Time (AGENT): 166504 ms
Total Talk Time (CUSTOMER): 85680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/84a17274-ef21-45e2-bff9-aa37da84a3f2_20250605T15:01_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], I have a group, um, admin on the phone and she said that this insured was supposed to be reinstated but it's still showing his policy his term.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said they always send a file feed.
[CUSTOMER][NEGATIVE] And it should have, he should have been um.
[CUSTOMER][NEUTRAL] Reinstated under the plan.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 15494.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, see, 1963652.
[AGENT][NEUTRAL] OK. And who do we have on the phone?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hang on, let me get the policy pulled up.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doesn't show her name in the system but she is on the OOSC admin.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, I see that the policy termed from the file feed and she's saying that it was supposed to be reinstated.
[CUSTOMER][NEUTRAL] Uh, yes, it's starting this month, yeah.
[AGENT][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] OK. OK. All right. I think I got what I need. Um, does she happen to give you a callback number?
[CUSTOMER][NEUTRAL] She didn't. I'm sorry.
[AGENT][NEUTRAL] OK, all right, you can put her through.
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great one.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hi, yes.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. I'm doing well, thank you. Um, so I understand, um, well, first let me confirm your group. I've got your group number as 15494 and that's for Professional Care Inc. is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, um, and [PII] transferred you over to me, um, and you were calling about a policy, um, let me see, confirm the policy number's name real quick, um, it's for [PII], is that correct about the policy should have been reinstated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me take a look here at the policy. It looks like the group is showing that they're on a file feed, and I do show that the policy lapsed. It looks like effective [PII], um, from the file feed and you're saying that the policy should be reinstated. um, is there supposed to be a lapse in coverage or can you provide me with the date that the policy should be reinstated?
[CUSTOMER][NEUTRAL] Yes, so there was a lapse in coverage. Um, he was rehired as of [PII] of this year. Um, it should have been effective, like reinstated as of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, and do you happen to know when that information was sent um.
[AGENT][NEUTRAL] And the the file I'm wondering if maybe it's a file that we need to process or kind of what's going on there do you happen to know when that was sent over?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Unfortunately, no, I don't know the exact date that it was sent over. Um, I know we usually run it Thursdays. We usually send it over to you guys, um, but I know recently there was a site update. I'm thinking maybe that could have been a reason.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, it's possible, um, so I will need to go and um review those files and see if we can locate the file that this was included in um.
[AGENT][NEUTRAL] I don't have access to that file um so I'll need to reach out to the department that does um are you OK with me taking down your number and giving you a call back here in just a moment once I review those files?
[CUSTOMER][POSITIVE] Sure, definitely, yeah.
[AGENT][NEUTRAL] OK [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect um so what I'll do is I'll go ahead and I'll reach out to that department and I'll review those files with them and if you'll give me just a little while I'll give you a call back with an update, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, absolutely, [PII], no problem. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I don't think so. Thank you.
[AGENT][POSITIVE] OK no problem well thank you for calling APL and I'll be in touch shortly, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome bye bye.
[CUSTOMER][NEUTRAL] All right bye.