AccountId: 011433970860
ContactId: 9bd71ed2-ec1c-4830-90df-a9abfb139f6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412359 ms
Total Talk Time (AGENT): 193248 ms
Total Talk Time (CUSTOMER): 221038 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9bd71ed2-ec1c-4830-90df-a9abfb139f6d_20250102T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy New Year.
[AGENT][POSITIVE] Hi [PII]. Happy new year.
[CUSTOMER][POSITIVE] Happy new [PII] to you. I have group number 20939 on the line.
[CUSTOMER][NEUTRAL] Whoever mind. Um, I have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oakley on the line callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was calling, she has a certain date that she pays the invoices, and she was saying that she thought that they would know that the group was not going to renew and.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, so it looks like they have a future lapse site added um let me see.
[CUSTOMER][NEUTRAL] And she just wants to make sure she's on the same page. Does she need to pay something or what, what will she need to pay through the laps and all that good, all those good questions.
[AGENT][NEUTRAL] Let's say that
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so you can send her over to me and I'll kind of look into it a little bit, um, now did she say she was with the group?
[CUSTOMER][NEUTRAL] Yes, with family advocacy training, she's in the OSC.
[AGENT][POSITIVE] OK, good. OK.
[CUSTOMER][NEUTRAL] She's not on the contact, but she is in a and I verified her email and everything and the address.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] OK. OK, perfect. Thank you, you can go ahead and send her to me.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Let me get her on the line. I hope you have a great day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, Ms. [PII], I have [PII] looking into that for you. She will assist you further. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too. Thank you, bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][POSITIVE] Good. I'm doing well, thank you. Um, so I, uh, got your group information from [PII], um, and that's 20939 Family Advocacy Community, um, is that right?
[CUSTOMER][POSITIVE] 20939, yes, that's correct.
[AGENT][NEUTRAL] OK, and she said that you were calling about your group that um.
[AGENT][NEUTRAL] Let's see, I know she said that the group was supposed to be not not supposed to be renewing and so you were wanting to see if you needed to pay anything um or just kinda make sure that we had that information was that right?
[CUSTOMER][NEUTRAL] Yeah, yeah, so what, um, I'm the executive assistant here. I handle all the invoices and bills and policies, and I have a monthly reminder on my Outlook calendar to go on APL and uh remit payment and when I went in on my typical I guess I'm usually on the [PII] of the month, um, and I even sent an email to our insurance broker saying you know there there is no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoice, um, there's nothing to be paid and I asked her, you know, is that because we are not renewing, um, and she has sent me back A APL is being replaced by such and such. It'll probably be next week before those cards are available and that was on [PII], so it sounds like this policy, the new policy went into effect on [PII], um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we thought we were all squared away um someone else used to handle this uh last year this time and I know there was some not issues but there was some difference in the billing between December um and January [PII] so I thought maybe that's it but since we're not renewing and there's two invoices here like not the same amount we usually pay I'm like I'm gonna call and make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, yes, ma'am, um, so I can see here, um, on our group notes it looks like um we were terminating the meddling and the term, the term life plans but um there were a couple other products, um, so let me see if I can find um you know what we received to terminate those and it maybe someone just didn't um put that for the rest of the products um let me see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm in the middle of composing an email back to our insurance broker who I communicated with on the [PII], so maybe she can um enlighten both of us but yeah whatever information you have and it might take a couple of phone calls I just don't want to be in arrears with you guys if we owe something.
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] Um, so I mean if you're saying that um you guys weren't renewing, you know, as of [PII], you know that's the invoice that I see out there is there's one for December and one for January and it's for those other products that so it looks like it's for.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see, there's accidents, cancer, and also hospital indemnity, um, and some disability, um, and it looks like our notes show that the Medin and the term life were the ones that were terminating, but I'm gonna reach out, um.
[CUSTOMER][NEUTRAL] Can you repeat those other ones again? It was accident cancer.
[AGENT][NEUTRAL] Yes. A cancer, um, there's hospital indemnity, and then uh also disability.
[CUSTOMER][NEUTRAL] OK, I don't think any of those are being renewed, but before I, you know, put my foot in my mouth, um, is it OK if I reach out to our broker and check with her, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, of course, um, and let me give you my email too and that way if you can forward over, you know, any confirmation or anything I can make sure that we get our system updated, you know, if, if those aren't renewing, you know I can get that processed for you so let me give you my email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um, are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes ma'am and so if you confirm that.
[CUSTOMER][NEUTRAL] OK awesome yeah let me shoot this out to her yeah and I'll have more information and then I'll know what is should be paid. So let me ask you this if we are not renewing, would either of those invoices still need to be processed like the one for 121 or I always forget if it's 12/1 and billing neither would. OK, alright, let me check on it and I will follow up with you via email, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, so
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect. Yes, ma'am. I'll be waiting for that email. No problem. Thank you for calling APL and I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Fantastic thank you so much. OK.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thanks, [PII] bye.
[AGENT][NEUTRAL] Bye bye