AccountId: 011433970860
ContactId: cab5a2f2-f0bf-490b-a660-d33127fb7112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525059 ms
Total Talk Time (AGENT): 280486 ms
Total Talk Time (CUSTOMER): 158788 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cab5a2f2-f0bf-490b-a660-d33127fb7112_20250530T13:52_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey, [PII]. I have a um insured on the other line that needs to speak with you. Um, he, so he's had a few policies with us. They've been terminated and, and reinstated, and he's trying to figure out what's going on, and I'm not really sure. Um, can I give you one of the policy numbers?
[AGENT][NEUTRAL] Uh, who is who is this [PII]?
[AGENT][NEUTRAL] Is it [PII]? Oh, OK, [PII]. All right, what's one of those policy numbers?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 608.
[CUSTOMER][NEUTRAL] 572.
[AGENT][NEUTRAL] 608-572. All right. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What he's got here.
[AGENT][NEUTRAL] 608-572.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We
[AGENT][NEGATIVE] That's an overdue report. He's gonna talk, he's gonna talk to his employer. This is not, this is not us. This is, you know, they're making the payments on this policy. He's not set up on bank draft or anything.
[AGENT][NEUTRAL] Let me look to see if they're still active with us, dear [PII].
[AGENT][NEUTRAL] LA 0020
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's because the employer is not making the payments that's all.
[CUSTOMER][NEUTRAL] Was 5.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can't know if I say that, but you know.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, let me look at the group as a whole and see what's going on.
[AGENT][NEUTRAL] LA 0020.
[AGENT][NEGATIVE] And he's the only one on the freaking policy.
[AGENT][NEUTRAL] I mean he's the only one he's got to make his payments if he.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] He gotta make his payments through the company. That's what's the problem. OK, let me, what's his name again? I don't forgot. [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII], OK. Put Mr. [PII] through.
[AGENT][NEUTRAL] And I will let him know because payments aren't being made. They, uh, how much, OK, thank you, darling.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on one moment. You're welcome.
[AGENT][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hello Mr. [PII], yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much for holding. I apologize for that wait. I have [PII] on the line for you and she'll be assisting you further, OK? OK, thank you. You're welcome.
[AGENT][POSITIVE] Thank you, [PII]. Good morning, Mr. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] I'm fine, thank you. So Mr. [PII], um, and it tells me that you're calling today to check on why your policy is termed, and from our notes it says from overdue report from our billing notes because it looks like you're set up to be paid through the group through the company, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, or do you know who, uh, your, your group contact person is?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Uh yes ma'am. I got off the phone with them about 30 minutes ago and uh they looked it up and said that there has, there has been no problems. Every payment's been taken out of my check and every every payment's been processed to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Y'all
[AGENT][NEUTRAL] OK then you were sent to the wrong department then we need to go to billing. I thought maybe this was something, you know, our, our group billing department who handles that. So let's see um.
[CUSTOMER][NEUTRAL] And I can, you know, if, if someone there needs, uh, a name or, well, somebody's probably already got a contact to, uh, I work for the uh state of [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So someone probably has a contact already for him, but I do have a contact and a name if someone needs it we can figure out what's going on what's happened.
[AGENT][NEUTRAL] Well, we have a Dolores listed, but that's all and only the group can call us and update their contact, you know, or email us with um company letterhead and let us know their contact or any kind of change so um.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, let me, OK, I'm gonna have to put you through to our billing department, so the group is stating that they're making payments for you, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. She said there's not been any, any changes, nothing missed, nothing skipped.
[CUSTOMER][NEUTRAL] Since [PII]. I think that must be when I started.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So let me get billing on the phone and let's see if we can figure out what's going on. Give me just one second, please, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] s f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. [PII] sent me this call, but I believe it really should have gone to billing.
[AGENT][NEUTRAL] Um, OK, the policy number is 608572.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, he is termed and he, OK, let me reason reason I accepted the call because he's the only person on, on, you know, on the group.
[AGENT][NEUTRAL] And I don't know how that's happened or how that's allowed to even continue. But yeah, that we, you know, we do all kinds of weird things for people. So, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's just that of [PII], I think.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well he's laps now.
[AGENT][NEUTRAL] Right, he's not supposed to be. This is what he said he's already contacted the group. The group is taking his payments out of his paycheck, and the group stated to him that they are submitting payments to APL for his policy.
[CUSTOMER][NEUTRAL] Oh gosh, OK.
[AGENT][NEGATIVE] And I'm like, no.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It lapsed from the overdue report a month ago.
[AGENT][NEUTRAL] Right, right, and he's only paid to what let me go back to 21, but they, they told him his payments are being submitted.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, they're taking payments out of his paycheck and they are being submitted to APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Shoot.
[AGENT][NEUTRAL] And I, I, you know,
[CUSTOMER][NEUTRAL] I don't know, um.
[AGENT][NEGATIVE] I'm like, uh, no.
[CUSTOMER][NEUTRAL] Uh, what's, I know, I, I don't cause
[CUSTOMER][NEUTRAL] I'm gonna have to research it and call him back, but I'll talk to him. Is it [PII]?
[AGENT][NEUTRAL] It's [PII], yes.
[CUSTOMER][NEUTRAL] OK. Really.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me see if his number matches with, um, OK, it's [PII].
[CUSTOMER][NEUTRAL] What's his callback number? OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Now, that's what he's calling from, [PII]. OK, that is under the cell phone number in the system.
[AGENT][NEUTRAL] [PII]. Yes. And then there's a home phone number. So, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh Lord have [PII].
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] I'll uh
[CUSTOMER][NEUTRAL] See what I can do.
[AGENT][NEUTRAL] Do you want to talk to him? Let him know.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to, yeah, I'm gonna have to call him back, but um.
[AGENT][NEUTRAL] You're also
[CUSTOMER][NEUTRAL] Yeah, go ahead and send them to me.
[AGENT][POSITIVE] Thank you, [PII]. Have a good day, honey.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But