AccountId: 011433970860
ContactId: aeffd1f7-8f79-459d-9a9d-1b0a12cb4e8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270519 ms
Total Talk Time (AGENT): 153956 ms
Total Talk Time (CUSTOMER): 103004 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/aeffd1f7-8f79-459d-9a9d-1b0a12cb4e8a_20250317T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, this is [PII] in claims. Um, can I give you a policy number, please, and you can maybe you can help me with, I'm sure you can because I don't really know what to do here. It's 06.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, can you repeat it again?
[CUSTOMER][NEUTRAL] 1, yes, of course, 006.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 13353 and it, it looks like it's [PII].
[AGENT][NEUTRAL] Alright, give me just a second to look it up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I got it. What we have.
[CUSTOMER][NEUTRAL] OK, so what we're doing is we're looking at the notes and.
[CUSTOMER][NEUTRAL] Uh, he says that he pays this himself, um.
[CUSTOMER][NEUTRAL] And uh because it's it has an employer number for LA school for the visual impaired, but he says he doesn't work there anymore, so he's paying it himself. But if you look on [PII], it looks like this lapsed, um, overdue, uh, premium overdue something, I don't know, so, um.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] His policy is lapsed, but he is, he, he thought that he had been paying on it.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So, I need to know.
[CUSTOMER][NEUTRAL] What we need to do to get this uh reinstated, is he send in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What does he do? Um,
[AGENT][NEUTRAL] OK, um, the last time we received a payment for his policy, um, was for the month of October. It has been over already, um, that 30 day period notification for him to, um, let us know that he wanted it to, um, continue the policy.
[AGENT][NEUTRAL] Um.
[AGENT][NEGATIVE] Yes, it, it's going way too back um.
[AGENT][NEUTRAL] If he is willing to make a payment from November all the way to um we are, we will be billing this Friday for um.
[AGENT][NEUTRAL] April already, if he's willing to pay for all those months that go back, um we can go ahead and reactivate his policy, um.
[CUSTOMER][NEUTRAL] Where does he send the money? I mean, who does he send it to? Does he?
[AGENT][NEUTRAL] Um, he, he pays to us via check. He sends in a check. Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and how much is it each month? I mean what, how, how, what's the amount I can know that he's gonna ask me for an amount.
[AGENT][NEUTRAL] OK, he was paying semi-annually, um, and the semi-annually payment was for 19,680.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that will pretty much mean uh uh I'm gonna confirm if it is semiannually or not. I don't want to get the wrong number.
[AGENT][NEUTRAL] Yes, it is in my annual. OK, if it is 196.
[CUSTOMER][NEUTRAL] So he owes $196 is that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh he he just send that into the [PII] or?
[AGENT][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] Uh, no, um, we will have to, uh, send a letter to him that he wants to, um, have his policy reactivated and once we receive um the letter together with, uh, all that premium back, we will go ahead and um reactivate the policy.
[CUSTOMER][POSITIVE] Great. I appreciate that. So I, I've got his address, uh, um, so I, I talked to this guy earlier. So, um, it's on [PII]. So if you're going to send him that letter, then I'll just tell him to look out for that, and then he can just send in premium with that.
[AGENT][NEUTRAL] I've been
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, uh let me see there's.
[AGENT][NEUTRAL] Mm, OK. Um, I will go ahead and, um, request that letter for him, and he should receive it within 7 to 10 business days, but again, he will have to um send us a check with all that premium back to all the way to, um, currently it will be April.
[CUSTOMER][POSITIVE] April. OK. Great. OK, that's perfect. Great. Thank you very much. I'll I'll tell him that. Thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][POSITIVE] Thanks.