AccountId: 011433970860
ContactId: cbb3933f-5d8f-4198-aed1-93a87585dbb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316540 ms
Total Talk Time (AGENT): 166731 ms
Total Talk Time (CUSTOMER): 154295 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cbb3933f-5d8f-4198-aed1-93a87585dbb4_20250320T19:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good, so. How are you?
[CUSTOMER][NEUTRAL] I'm here. Um.
[AGENT][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] It's Friday eve though, so we're almost there.
[CUSTOMER][NEUTRAL] Uh yes, yes, it's just like sometimes you just get this call that it just turns your life around, but um I have a member on the line that um
[AGENT][NEGATIVE] In a bad way or a good way.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] I don't think there's a bad way that makes you feel like her.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, but yeah, I got a, uh, a policy, um, I think it's probably our system that is showing that she's terminated. I, I, I didn't say that she was terminated, but she keeps asking if she is listed, and I said I needed to check with customer service just to make sure that I'm looking at the correct information, and she just went like, what do you mean? You mean I'm not there, you know, like I'm like, oh my goodness, OK, I just need to check.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] But it may be that it lapsed. I don't know why it lapsed her, but it looks like it's the family plan, so she should not be lapsed unless it's an age thing. I'm not sure, but let me give you the policy number.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 197.
[CUSTOMER][NEUTRAL] 5957. Again, that's 1975957.
[AGENT][NEUTRAL] All right.
[CUSTOMER][MIXED] Yeah, but she got so frustrated when I said, let me check, let me make sure. She's like, what do you make sure? Like, oh boy, what can I say so she didn't take me wrong.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, let me take a look. Um, looks like they are on the family plan. Let me check the news.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII]. Oh, that's an old note. Hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yeah, I didn't see anything indicating that she should be lapsed, but I don't know.
[CUSTOMER][NEUTRAL] I never know.
[AGENT][NEGATIVE] Oh, that is so weird.
[AGENT][NEUTRAL] It looks like back in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] The policy was lapsed in error.
[AGENT][NEUTRAL] So, she's probably been left since then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because when she when the policy was reactivated, she was never added back to it is what it looks like because they have been remitting payment for the correct amount so I'm gonna go ahead and reactivate her back on there um.
[CUSTOMER][NEGATIVE] No point.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] So, she is, she's good, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that premium is for both, right? Mhm.
[AGENT][POSITIVE] Yes, he, they've been paying the correct premium for family coverage. Um, if it had, if they had not been, then I wouldn't reactivate her, but since they have been paying the family coverage rate and there's no notes for her being lapsed off the policy, I have reactivated her in [PII] so she's, she's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK, I, I'm not even gonna say that we reactivated her. I'm just gonna say, yeah, you are active. I just need to make sure.
[AGENT][NEUTRAL] Yeah, no, that's fine.
[AGENT][NEUTRAL] Yes, that is fine.
[CUSTOMER][NEGATIVE] Say something wrong
[CUSTOMER][NEUTRAL] I think I
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well, I'll let her know and then they still drafting the account, right? It looks like it is draft.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, they're still set up on a bank draft monthly bank draft on the [PII] of every month. Yes, so their draft should actually come out again, I think next week. Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Where did my, man, something happened with my calendar this morning.
[AGENT][NEUTRAL] And I have no clue. Is it under billing?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I had this set up to where I could see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] When the billing was taking place.
[AGENT][NEUTRAL] And I don't know. I came in and it was all gone. OK, there it goes, um, oh, they're actually drafting tomorrow, so yeah, their draft will actually run on their draft day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Got you. OK. And, uh, one more thing since I got you already on the line, um, do you think you can get a policy certificate for her?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A policy certificate?
[CUSTOMER][NEUTRAL] Oh yeah, she said she never reached on this policy.
[AGENT][NEUTRAL] Oh, OK, yeah, I can get a copy sent out to their, no, that's fine. I'll go ahead and do it now because this one probably already has one, so I'll just reorder it.
[CUSTOMER][NEUTRAL] Or should I send the hub?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much. OK, I'll go ahead and let her know that everything is good. OK, have a good day with memory. OK, bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Have a good one. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah