AccountId: 011433970860
ContactId: a8a75aa1-9095-496d-9d49-85571061a167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528609 ms
Total Talk Time (AGENT): 199490 ms
Total Talk Time (CUSTOMER): 177178 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a8a75aa1-9095-496d-9d49-85571061a167_20250408T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] on the care team and I've got an insured on the line that I verified. She, um, her policies lapsed lapsed for her whole life, and she said she was wanting to make a payment.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 716433.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I think uh uh she had a payment returned but she was wanting to um make the payment now.
[AGENT][NEGATIVE] Yeah, since she had 3 payments returned.
[CUSTOMER][NEUTRAL] Yeah, she said she has policies for her children as well that she pays for.
[AGENT][NEUTRAL] What's your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] There's a
[AGENT][NEUTRAL] I'm trying to.
[AGENT][NEUTRAL] Can you give me the policy number one more time?
[CUSTOMER][NEUTRAL] 716-433.
[AGENT][NEUTRAL] It's just coming up for a different name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 716-433
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I've got her social. You wanna look that up.
[AGENT][NEUTRAL] [PII]. OK, I see it. This must be one of her dependents that it pulled up.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I couldn't understand what you said. Do you want me to send her through?
[AGENT][NEUTRAL] Uh, yeah, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, I'm gonna get her on the line thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. I'm speaking with?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm gonna check on a payment.
[AGENT][NEUTRAL] OK. Were you wanting to uh make a payment today?
[CUSTOMER][NEUTRAL] Do I need to make a payment?
[CUSTOMER][NEGATIVE] I, I, it sounds kind of muffled. I can't really understand what you're saying.
[AGENT][NEUTRAL] OK, were you wanting to make a payment today?
[CUSTOMER][NEUTRAL] No, ma'am. I normally have my payments are normally drafted out of my account each month, but I had a payment to return and so the last representative I spoke with stated that they, uh, my payment for last month and this month would come out.
[CUSTOMER][NEUTRAL] Um, at one time, but it hasn't come out yet, so I was transferred to you to see uh the status of the payment.
[AGENT][NEUTRAL] OK, um, so your payment, it hasn't drafted yet because your policy was lapsed because of the 3 return payments.
[AGENT][NEUTRAL] Um, so your policy was paid to February, and so the last successful payment.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Looks like 22.
[CUSTOMER][NEGATIVE] OK, the lady didn't tell me all that cause I could, I would have made the payment right then when I talked to her.
[CUSTOMER][NEUTRAL] She just told me I would have 2 payments to come out on my next draft date. She didn't tell me anything about my
[CUSTOMER][NEGATIVE] Policy being canceled.
[AGENT][NEUTRAL] Yeah, I apologize that she didn't let you know that, um, but what we can do is since your payment, since your policy is currently paid to February, um, to pay up current, that would be 3 payments. So that would be $75 and then we can get your policy reactivated.
[CUSTOMER][NEUTRAL] OK, I can't, it's still sounds, so you said I need to do.
[CUSTOMER][NEGATIVE] So, uh, the payment that returned, you're saying I've had since I've had my policy, I've had 3 left return payments so that's why I was canceled.
[AGENT][NEUTRAL] Yeah, so if it, um, once it's 90 days past due, the system will automatically lapse, um, the coverage and with yours being individual policy like not pay through like an employer or anything, um, 3 NSFs which are, uh, returns for, uh, insufficient funds if there are 3 of those, it'll also lapse for that too.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we can reactivate.
[CUSTOMER][NEUTRAL] And you said the last successful payment was in in February you said?
[AGENT][NEUTRAL] Yeah, it looks like [PII] is when we received it, so it may have drafted a few days before that. It looks like your draft date is set to the [PII], so since there's only 30 days or 28 days in February, that's probably why it just came out on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what do, what do I need to do? Uh, well, how much do I owe?
[AGENT][NEUTRAL] It will be $75.
[CUSTOMER][NEUTRAL] Is there's my policy.
[CUSTOMER][NEUTRAL] Mhmm.
[AGENT][NEUTRAL] Yeah, it would be $75 to pay your policy to May and that will be current. Um, so then, uh, we can reactivate your policy after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I need to go ahead and pay that and then I have um 3 others that I don't have the policy number for that um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I need to pay also.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have the socials. I just don't, I don't have the policy numbers.
[AGENT][NEUTRAL] OK, let me make sure.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Well, I don't even have my, uh, I don't have my wallet with me. Do you, am I able to, do I need to give you my card number or can you use uh.
[CUSTOMER][NEUTRAL] What's on file?
[AGENT][NEUTRAL] Yeah, I can
[AGENT][NEUTRAL] Uh, yeah, we don't save any card information, um, but I can take a payment over the phone with your card if you wanna do that. Um, and I can do that for your policy, but I'm gonna check and make sure that, uh, um, I can take a payment for someone else's policy from you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, can they be paid online?
[AGENT][NEUTRAL] Um, if you
[CUSTOMER][NEGATIVE] They, they've never made the, they've never made the payment.
[AGENT][NEUTRAL] If you um set up an account online, they can be paid online um through uh the online service center. If you would like, I can send you an email that you can sign up and do it online, um, but we would just need to make sure your policy was reactivated first.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, see, I think I, I, they do have the accounts online. I just, I left, I left work without my wallet. So, um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So if they have the, OK, I'll just call back. I, I don't know. I don't even know what to do right now.
[AGENT][NEUTRAL] OK. Yeah, it's no rush. Whenever, whenever you have your um wallet and you're ready to uh get your, um, get everything reinstated, you can just give us a call back or if you prefer like email, I can give you the email for us, um, if you wanna email us. But whenever you're ready, uh, we can get that policy reactivated for you, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, you have a great rest of your day, and it's a pleasure speaking with you.
[CUSTOMER][NEUTRAL] You too.