AccountId: 011433970860
ContactId: c7e78396-31e0-4321-94cf-dc6b3cc7ef2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322679 ms
Total Talk Time (AGENT): 159411 ms
Total Talk Time (CUSTOMER): 133706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c7e78396-31e0-4321-94cf-dc6b3cc7ef2a_20250303T16:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a member on the line that she says that uh she called Benefits in the car and the, and the policy is supposed to be reinstated. I don't see anything here on you, um, so she's a little bit frustrated because she said she just spoke with Benefits in the car and they say that it's supposed to be active. Um, so I don't know if you can probably see something I'm not seeing on your end.
[AGENT][NEUTRAL] No, there's nothing I can see and we can't do nothing until benefits and a card sends us something. What's the um
[CUSTOMER][NEUTRAL] That's what I do. Mhm.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] The old policy number is 2356732. Yeah, because she said but they say it's active, uh, it's active with them. I said, yeah, it can show active with them because they already probably put it in the system, but it doesn't mean that we have received um the information to update it. So I did explain that to her, but she just, she thinks that we should have everything set up already.
[AGENT][NEGATIVE] Unfortunately, until we receive an electronic file feed from them or a direct email, we can't do anything. I can talk to her and tell her the same thing, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you don't mind, so if you don't think I just don't know what I'm doing.
[CUSTOMER][NEUTRAL] Because that's the way she's kind of like, uh, yeah, right.
[CUSTOMER][NEUTRAL] Um, but I fully verify her, and the callback number is the same one that is showing up in the phone system which is the [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me this night. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK. How are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. Got your information pulled up and the representative that transferred you stated that you were inquiring about the status of your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, she did tell you correctly as far as we, we've got to get something from benefits and a card before we can reactivate you and at this time we haven't received any correspondence yet. They usually send us an electronic file feed every Monday and we do load it by Tuesday. Um, when did you reinstate this with them?
[CUSTOMER][NEUTRAL] It was on the [PII], I believe.
[AGENT][NEUTRAL] Of last month.
[CUSTOMER][NEUTRAL] And so the first payment came out.
[CUSTOMER][NEUTRAL] Of of February.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so the first payment came out Friday, just this last Friday.
[CUSTOMER][NEUTRAL] And I was told that the the Monday following that payment coming out that my policy should be in effect.
[AGENT][NEUTRAL] OK, which the right, which they do send us the file on Monday but it doesn't get loaded completed until Tuesday morning, so I would say give it about another day and you should be reinstated on the policy. Um, if not, we have to have something from them they can send us an email we have a direct contact um that they have from us that they'll send an email and get it reactivated them, but.
[CUSTOMER][NEUTRAL] Which would be today.
[AGENT][NEUTRAL] I'm thinking you're probably on the file feed. It just hasn't been uploaded yet. Um, like I said, we do get it on Monday, but it does take a 24 hour turnaround to get in our system and get updated. So if you want, you can try to call back tomorrow or I can call you tomorrow. I can check the status of it in the morning and just give you a heads up that it's there, um, but you should be fine. I would say no later than tomorrow evening.
[CUSTOMER][NEUTRAL] Well, the, uh, I'm needing to get into the dentist, and I made an appointment for tomorrow afternoon, thinking I was supposed to have coverage since that's what they told me, but they're wanting, you know, policy information so they can verify and I can't give it to them. So that's where I'm
[AGENT][NEUTRAL] OK, I can follow up in the morning with you and see if it's active, but if not, what you could do is go back to benefits and a card and tell them that you've already spoken to us and we're still not showing you active if they would send a courtesy email to us to get you reinstated immediately.
[CUSTOMER][NEUTRAL] Uh, and
[AGENT][NEUTRAL] But we have to have something from them before we can do anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me make sure I have your number, Ms. [PII]. What's your number? [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it, it may get done this evening. I'll just keep checking on it and I'll give you a call as soon as I see it active or reinstated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's probably more than likely gonna be a reinstatement. Yes, ma'am. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] You're welcome bye bye