AccountId: 011433970860
ContactId: ce65bc96-1ead-4ec0-bc08-4b2b69fe1084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645070 ms
Total Talk Time (AGENT): 275704 ms
Total Talk Time (CUSTOMER): 200723 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ce65bc96-1ead-4ec0-bc08-4b2b69fe1084_20250618T13:46_UTC.wav
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[CUSTOMER][NEUTRAL] But he hasn't been done something else now.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I am calling from Lithoprint Corporation. Can I give you our group number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 25074.
[AGENT][POSITIVE] Yes ma'am. How can I help?
[CUSTOMER][NEUTRAL] Um, we received a check, um, in the amount of 3670.
[CUSTOMER][NEUTRAL] And on it it said lapsed policy, but I'm not sure where we lapsed.
[AGENT][NEUTRAL] Oh no, it would have been one individual policy. Let me make sure I have the right um account pulled up. Would you give me your physical address and phone number real quick?
[CUSTOMER][NEGATIVE] I'm a little confused.
[CUSTOMER][NEUTRAL] I will. It's [PII] 330,649,543,150,990.
[AGENT][NEUTRAL] Um, excuse me, I have a different phone number, but um,
[AGENT][NEUTRAL] And I also have a different contact name.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] You probably had [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She is no longer employed with us?
[AGENT][NEUTRAL] OK, so we'll need to get that changed.
[CUSTOMER][NEUTRAL] And then I, I bet our phone number's probably the old old old phone number.
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] Let me see if I even have that in my phone.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] I just might.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I have that one.
[AGENT][NEUTRAL] Um, no, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see, um, [PII], could you do me a favor? Could you tell [PII] to come here? [PII], yeah, is he here though? I'm not sure if he's here. Yeah, is he here?
[CUSTOMER][NEUTRAL] He's been here forever. He'll have that number.
[AGENT][NEUTRAL] So, well, so in order for me to um be able to speak with anyone other than [PII] I realize she's no longer with you guys. I'll just need to get an email from you guys' um contact email that to update the information like the phone number and the contact name and email well the email address I'm sure is still the same but um in order for me to speak with anyone other than her I'll need that information via email just need a paper trail in order to change that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] He's coming.
[CUSTOMER][NEUTRAL] OK, so, um, well, I doubt it's the same email because it might be it's [PII] is the email.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so that's what you have that's good and then you need the new phone number OK, phone number and.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, so just send an email from that email address and just say hey the contacts changed this is the new phone number, a new name and um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We can get that changed in our system.
[CUSTOMER][NEUTRAL] OK, and what email?
[CUSTOMER][NEUTRAL] Do I send that to?
[AGENT][NEUTRAL] That would go to [PII].
[CUSTOMER][NEUTRAL] Oh hold on, hold on just one second. What was our old phone number? Do you remember it?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] When we were um with the.
[CUSTOMER][NEUTRAL] Do you remember it's not a [PII]. It's I thought it started with a [PII]. We're gonna get that phone number.
[AGENT][NEUTRAL] It's, it's OK. Don't worry about it's fine, um, I, I just, I that email to change the contact that's all I'll need it's OK.
[CUSTOMER][NEUTRAL] OK, so it's
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Is that the one you have?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, holy smoke, I don't know what number you have then. OK, alright, so I'll send you an email.
[AGENT][NEUTRAL] It starts with the area code [PII].
[CUSTOMER][NEGATIVE] That's so weird.
[CUSTOMER][NEUTRAL] Not a clue. That's none of our numbers. OK, so I'm mailing emailing [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that coming right to you?
[AGENT][NEUTRAL] No, I, I tell you what, in order, let's just get this that goes to like a distro list. So if you wanna change that, just change it to my, my personal email [PII], and when it comes to me I'll just change it immediately.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Make sure you get a dot between there [PII], yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] OK because I'm gonna do that right now and then once you get that changed I can call back and you'll talk to me about this amount.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Well, once, uh, you send it, I can, we just stay on the phone and.
[AGENT][NEUTRAL] I can do that. It just take me a second to change it.
[CUSTOMER][POSITIVE] OK, I'll do it right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Will it be you the the contact?
[CUSTOMER][NEUTRAL] Yeah mhm.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just sent it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm just trying to pull up this information so when I get it, excuse me.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Copy.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] 31,509,990.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] 25074.
[AGENT][NEUTRAL] So I apologize that check should have had a letter accompanying it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and I'm not seeing that it was even generated. Looks like it was just the check.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it was.
[AGENT][NEGATIVE] Unfortunately I'm not able to see which policy that was but it was just an individual policy um I have to put in a ticket with my IT department to have them generate that letter unfortunately that letter is the only way to track what that was for um 3670. Let me see if I can figure it out otherwise, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It might have been just um premium that we had sitting in our suspense that was for a policy that was lapsed maybe due to termination and you guys paid the same month that it was terminated so it was an overpayment but it because it was lapsed, that's how it was reported uh let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it might be, I don't wanna, you know, say this for sure, but the most recent one that has lapsed, it was an annual, uh sorry, [PII], and it was the same amount, so I'm thinking that might be it's see here.
[CUSTOMER][NEUTRAL] So how does that work? I don't like you gotta have to explain it to me.
[AGENT][NEUTRAL] Well, so sometimes we generate invoices prior to being notified someone has termed and so we generated that invoice y'all paid it in full and then let us know that or at some point after being generated you let us know that Mr. [PII] was no longer with the company or wanted to lapse the policy for whatever reason and um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We still received the money but we had lapsed the policy, so it was just an overpayment. Uh, let's see.
[CUSTOMER][POSITIVE] OK, all right, that's perfect then, that was easy.
[AGENT][POSITIVE] I believe that's what it is if you need that that letter I can have IT.
[CUSTOMER][POSITIVE] You're so good, look at you.
[CUSTOMER][NEUTRAL] It makes it makes sense if you could I'd like to put it in his file.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Absolutely, I will do that.
[CUSTOMER][POSITIVE] And then attach it to the check too, that'd be great.
[AGENT][NEUTRAL] Yes, ma'am. So I will get that in and
[AGENT][NEUTRAL] It usually um they set it to generate um in the overnight file so once they do get it prompted it'll be the following day so it either be tomorrow or probably the day after the next so um today is Wednesday hopefully it'll be done by Friday.
[CUSTOMER][POSITIVE] OK, that's perfect.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] And I will send it to that accounting at [PII] email address.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] All right. Was there anything else I could help you with while we're on the phone?
[CUSTOMER][POSITIVE] That's it, hon. Have a wonderful day.
[AGENT][POSITIVE] Thank you you as well thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.