AccountId: 011433970860
ContactId: 9421d804-ec36-4d63-9d32-b7b380e7b45e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450980 ms
Total Talk Time (AGENT): 237814 ms
Total Talk Time (CUSTOMER): 170943 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9421d804-ec36-4d63-9d32-b7b380e7b45e_20250310T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you doing?
[AGENT][NEUTRAL] Good, [PII], how are you?
[CUSTOMER][POSITIVE] I'm doing good. Oh, I forgot to say on the care team. Um.
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] All right. Um, I have a, um, insured on the other line. She received her continuation letter and um wants to try to get her services back with us.
[AGENT][NEUTRAL] OK. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Are power
[CUSTOMER][NEUTRAL] It's um 605-031.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Our policy was launched [PII]. Hold on.
[AGENT][NEUTRAL] OK, but we just lapsed it at the end of.
[AGENT][NEUTRAL] February. OK.
[AGENT][NEUTRAL] All right, you can go ahead and transfer and I'll talk to her. Is she fully verified?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Miss [PII]?
[CUSTOMER][POSITIVE] Yes, uh huh. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thanks a lot. You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, I'm doing fine except I wanna take care of this so that there is no problem about my dental insurance. Did she, she kinda tell you, did she kind of tell you what was going on?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes, and she told me that you received your um your letter.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I am pulling up your information now. Let me take a look.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I don't know what happened to the January um.
[CUSTOMER][NEUTRAL] January bill.
[CUSTOMER][NEUTRAL] I guess it was January. It was [PII].
[AGENT][NEUTRAL] Yes ma'am, it was the [PII]. um, are you wanting to pay over the phone today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I can pay over the phone or we can, well, that's true, y'all y'all don't do the monthly thing, right? For the from the bank or y'all could do a quarterly thing if I gave you permission in that or whatever.
[AGENT][NEUTRAL] So we've got you set up right now, Ms. [PII], as quarterly, um, you, we can keep it that way if you want and um you pay the quarterly payment today over the phone and then your next payment would be due, let me see.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, if you pay the 5490 today, that's your quarterly, then that covers January, February and March.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so actually you're actually due, no you won't be due till um the end of this month, the [PII] for another one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and hopefully I get it. I told him we've been having trouble with mail, you know, so that's why I'm trying to do it. I'm trying to do the bank. So as in April I should get it and it would be due [PII] or I should get it in March if it's due [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, well, we send out our statements, um, right before it's due, so you'll probably get it that first week in April and then we give you 30 days to pay it, so, um, we do give time since we do send them out a little close to the time that it's due.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, we can, there's other options you can do if you want, um, we could set you up on a monthly bank draft where it would take out, you know, one month premium at a time automatically, um, we could set you up on that. I would just need you to fill out that electronic funds transfer form that you received and um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, for if y'all don't, OK, if y'all don't do it a month on a monthly thing, then I like to pay more at a time, you know, and have less, so let's try this way and but I'm gonna have to make myself a note that I, I'm gonna receive uh uh uh a bill on somewhere on April, right? [PII]. OK, I'm gonna make a note of it on this, on this information. OK, you take, um, you take Bank of America, uh, Mastercard?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, ma'am. Mhm.
[AGENT][NEUTRAL] Uh, I believe so, uh, Ms. [PII], I'm gonna have to get you over to our billing department to actually take your payment, um, but I have to do a couple things first before I can get them on the phone for you. Hold on just a second. I'm gonna go ahead and reactivate the policy so that they can take a, um, payment from you and apply it, and I'm doing that now.
[CUSTOMER][POSITIVE] Best shot
[CUSTOMER][NEUTRAL] Check it out.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I'm sorry I'm sorry that happened.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Oh, it's OK. We understand and I mean, it does happen and I've had that problem actually happen to myself, so I understand completely. No problem. All right, Ms. [PII], I've got your policy reactivated. I'm gonna get somebody from billing on the line to take your payment. Is there anything else I could do for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, good, thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] That's it thanks a whole lot, and so I shouldn't receive, I shouldn't receive any more of these letters and I should receive my bill at the beginning of April or something like that.
[AGENT][NEUTRAL] No problem, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][POSITIVE] I'll write that on the envelope. Thank you so much.
[AGENT][POSITIVE] No problem, Ms. [PII]. Thank you so much for choosing APL and I hope you have a wonderful rest of your day, OK?
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Hold on just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thanks for calling ATL. This is Free. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am good. Um, I have an insured on the line. Um, her policy had lapsed and we sent her a notification for the thirty-day, um,
[AGENT][NEUTRAL] Period and she is now wanting to pay uh over the phone today?
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 605-031.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and send her over.
[AGENT][NEUTRAL] Alright, here she comes and the uh the care team verified all of her information. um, she wants to stay on the quarterly billing and I have already reactivated her policy, OK?
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][POSITIVE] No problem. Here she comes.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking?