AccountId: 011433970860
ContactId: 8ec90b8c-f1f5-4113-87f4-a1690e1bc7bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460709 ms
Total Talk Time (AGENT): 199480 ms
Total Talk Time (CUSTOMER): 173579 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/8ec90b8c-f1f5-4113-87f4-a1690e1bc7bc_20250214T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling about my parents [PII]'s, uh, policy. Uh, he is [PII] and she is [PII], and I have power of attorney over them, and they had gotten a bill for their for their policy. It was due 12-24, and we had talked about, you know, not paying it, but then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They've decided, you know, we do need to keep it so and I had gotten a letter saying that, you know, I had 30 days to submit my premium due, but I didn't get it till after the 30 days was up and I was wondering could I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see. So you just need, we need to make sure you're still in that good time frame, um, and so you can get that payment to us, is that right?
[CUSTOMER][NEUTRAL] You need to
[CUSTOMER][NEUTRAL] Right, get them reinstated or whatever, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure we could take a look at that. um So, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] 045079
[AGENT][NEUTRAL] I'm so sorry it's, it's kind of cutting out a little bit, [PII], could you repeat that?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 45,070
[AGENT][NEGATIVE] I, I completely missed all of that. So I'm sorry, it's really disconnecting bad.
[CUSTOMER][NEUTRAL] Sorry, is it cutting out right this minute?
[CUSTOMER][NEUTRAL] I just moved the spot a little bit.
[AGENT][NEUTRAL] It's off and on. oh there we go, hang on. OK, let's try again.
[CUSTOMER][NEUTRAL] OK, OK, 004.
[CUSTOMER][NEUTRAL] 50,790
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, that's a lot better. Thank you. All right, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, [PII], I'm not showing that this policy is that there's no active policy for um [PII] or [PII] with us.
[CUSTOMER][NEUTRAL] Oh, OK, well they had it. I mean, I got the letter and it said that I had uh 30 days from the date of this letter submit the premium due and the due date says [PII]/24, so that was good until January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]th I guess, but, but I didn't get this until after [PII]ary 24th. Is there, is there anything for me?
[AGENT][NEUTRAL] I see. OK, so I don't have.
[AGENT][NEUTRAL] Sure, give me just a moment. um, I don't see any information that we have, uh, with you being power of attorney, um, is, uh, are either Billy or uh Sally available that we could speak with them?
[CUSTOMER][NEGATIVE] No, they're not. No.
[AGENT][NEUTRAL] OK, OK, so let's do this um if you would, uh, could you verify Billy's, uh, date of birth please?
[CUSTOMER][NEUTRAL] Uh, Billy's date of birth is either 10-21-1933 or 10-22-1933. Some, some places have it as 21, some places 22. The reason I said that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, we've got it 22, um, OK, and then, uh, if you would uh verify the mailing address for them please.
[CUSTOMER][NEUTRAL] [PII]Hill Road, Decatur, Mississippi.
[AGENT][NEUTRAL] Perfect, um, I don't know that you're able to verify the email address we've got on file for them. It looks like it's through an organization.
[CUSTOMER][NEUTRAL] OK, um, it's either [PII]G. Davis 1910@gmail.com or [PII]G. Davis at AOL.com.
[AGENT][NEUTRAL] Now the email we have is at [PII].org.
[CUSTOMER][NEUTRAL] OK, OK, that was my um former employer and I'm, I'm retired and no longer work there.
[AGENT][NEUTRAL] OK, OK, alright, well, let's see, I'm not gonna be able to actually change anything, um, Soda, but let me.
[AGENT][NEUTRAL] See if I can still um at least let them know um you have plenty of time but just for good measure I'm just gonna put you on a brief hold um would you be able to make that payment over the phone if possible?
[CUSTOMER][POSITIVE] Yes, yes, I would. I mean, I'd be able, I'd be willing to pay for two months. Well, listen, I, I really want, I, I'll pay it.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, let me see, sure.
[CUSTOMER][NEUTRAL] I want to pay, you know, get bank card and then, and then do, uh, on draft, a bank draft.
[AGENT][NEUTRAL] OK, let me see if we can do that.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Perfect. OK, yes, so let me see if that's going to be possible. Um, give me just I'm gonna put you on a brief hold. I'll get right back with you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII]fer in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey Jennifer, this is Kara over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][NEUTRAL] Alright thank you so I've got um it's actually the daughter of both members under this policy um I guess the policy had just turned it she said that they just received the letter um recently to reinstate it, and she's wondering if she can go ahead and make a payment or what they can do to get that back up. Um, she's not under the policy at all. She does say that she has power of attorney, but both members are.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Quite elderly, um, so she's just trying to see I don't know what kind of options she would have.
[CUSTOMER][NEUTRAL] OK, they just got the reinstatement paperwork and she's wanting to make a payment now.
[AGENT][NEUTRAL] Yeah, she wants to see what she can do to get it back up and running. It looks like it turned uh on [PII]4th.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's 450-790.
[CUSTOMER][NEUTRAL] Uh, they record.
[CUSTOMER][NEUTRAL] So she just got off group letters which she probably got.
[CUSTOMER][NEUTRAL] OK, what's your callback number?
[AGENT][NEUTRAL] Uh, it is 601.
[AGENT][NEUTRAL] 357-075-9 and uh we're speaking with her name is Soda.
[CUSTOMER][NEUTRAL] I can't hear you. You had cut out. What was it?
[AGENT][NEUTRAL] Oh sorry, um did you get the number?
[CUSTOMER][NEUTRAL] I did, I got that, but it was like when you said the name I got a part of it and then the rest of it was gone.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh no, um, it's her name is Soda.
[CUSTOMER][NEUTRAL] Sandra, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, maybe you did say it. I just thought it was weird. OK, go ahead.
[AGENT][MIXED] It is, I know, I, I, I had a hard time figuring out how to spell it, but that's OK.
[CUSTOMER][POSITIVE] All right, I'm ready when you are thank you.
[AGENT][POSITIVE] Alrighty appreciate it thanks Jennifer bye bye.