AccountId: 011433970860
ContactId: baaf0c6e-b3bb-4e2d-8517-ba8b165ac8b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539020 ms
Total Talk Time (AGENT): 261314 ms
Total Talk Time (CUSTOMER): 162798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/baaf0c6e-b3bb-4e2d-8517-ba8b165ac8b6_20250421T14:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] and uh I got a letter.
[CUSTOMER][NEUTRAL] Saying that uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] For some reason my payment didn't go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] And so I need
[AGENT][NEUTRAL] Yes, sir, go ahead.
[CUSTOMER][NEUTRAL] You need the policy number?
[AGENT][NEUTRAL] Yes, please, and may I also get your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 00489.
[CUSTOMER][NEUTRAL] 519.
[CUSTOMER][NEUTRAL] And then it's got another 00751098.
[AGENT][NEUTRAL] OK, let me look up real quick.
[CUSTOMER][NEUTRAL] And I'm not sure what this is just to be honest, it's probably life insurance, but sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], I'll be able to help you as far as the letter that you received and your payment not going through. First, we're going to need to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address phone number?
[CUSTOMER][NEUTRAL] Maybe be one on my life.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] my home phone is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my cell phone is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your email address, please?
[CUSTOMER][NEUTRAL] Uh, it's probably on [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your information for me and
[AGENT][NEUTRAL] Let's look at the policy real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I do show that this policy is no longer active. Um, so what I'm going, can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the policy is no longer active.
[CUSTOMER][NEUTRAL] There's less.
[CUSTOMER][NEUTRAL] Hm, the, the letter was dated [PII] and it said it was a 31 day grace period.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so what I would
[CUSTOMER][NEUTRAL] And a payment of 3.
[AGENT][NEUTRAL] Mhm. Go ahead, go ahead and pay payment of what was it?
[CUSTOMER][NEUTRAL] No, that's just what it says.
[AGENT][NEUTRAL] OK alright so what I need to do is I need to transfer you on over to customer service so that they can help you as far as um getting your policy activated again OK?
[CUSTOMER][NEUTRAL] OK, does it say, is it life insurance? Does it say what the policies are?
[AGENT][NEUTRAL] This policy number that you gave me, the 489-519, that's an intensive care policy.
[AGENT][NEUTRAL] And then you have an yes sir.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Then you have another policy that's 489-900.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that policy is
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] That follows your cancer policy.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] Let's go back to the other one.
[AGENT][NEUTRAL] And then you have one more, um.
[AGENT][NEUTRAL] Policy 751098.
[AGENT][NEUTRAL] And that is going to be your.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check real quick.
[AGENT][NEUTRAL] That's going to be your guaranteed renewable cancer policy. So,
[AGENT][NEUTRAL] All the policies that we have, the first one that you gave me the number to the intensive care.
[AGENT][NEUTRAL] Um, lapsed on [PII]. 0, the.
[CUSTOMER][NEUTRAL] Really, uh, because
[AGENT][NEUTRAL] Yes, the 2nd policy I gave you.
[CUSTOMER][NEUTRAL] If money.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, let me go back to my.
[CUSTOMER][NEUTRAL] Let's see when they took money out.
[CUSTOMER][NEUTRAL] Yeah, hang on, let me
[CUSTOMER][NEUTRAL] Let me double check.
[AGENT][POSITIVE] Yes sir, and customer service can help you as far as getting your policy reactivated, sir.
[CUSTOMER][NEUTRAL] Yeah, they took, uh, let's see this was.
[CUSTOMER][NEUTRAL] Uh, January looks like January. I wonder why they didn't take it out in February.
[CUSTOMER][NEUTRAL] Uh, they took it out in January.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But that looks like the last time they took it out.
[AGENT][NEUTRAL] And then that second policy number that I gave you, that one lapsed in [PII], which can't be reactivated because the third one that I gave you, the 751098, that was a cancer policy that took the place of the one that um was no longer active in March. It looks like the policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Cancels on [PII], but then you got a new cancer policy that activated on [PII], so you're.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It just went from one to another, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um it's gonna be a brief hold. I'm gonna transfer you over to customer service so they can help you as far as getting the payment figured out and what's going on with it and try to help you get it.
[AGENT][NEUTRAL] Reactivate it again, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, you have a blessed week and thank you for calling APL sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII] and customer service. This is [PII]. I've got, um, hey, I've got [PII] on the phone. Um, let me give you his policy number, 489-519.
[CUSTOMER][NEUTRAL] Hi, sorry.
[AGENT][NEUTRAL] He's been completely verified.
[AGENT][POSITIVE] And the number he's [PII]ling from is a good callback number.
[AGENT][NEUTRAL] And he's calling because he received a letter stating that his payments didn't go through and he needs to talk to somebody about what's going on with this payment and is there a possibility that he can reactivate his policies.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Return premium from bank bank draft returned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just let me know when you're ready to release him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, just let me check one more thing I wanna see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you had two policies, the ICCC 3 and a CPA 2200, 1 laps in January 1 left in February. OK, yes, you can go ahead and transfer him and we'll see.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, thanks, memory. Bye-bye.