AccountId: 011433970860
ContactId: eba3b8ec-21ef-49d2-ad1b-df7a2e29d459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190779 ms
Total Talk Time (AGENT): 89268 ms
Total Talk Time (CUSTOMER): 86664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/eba3b8ec-21ef-49d2-ad1b-df7a2e29d459_20250306T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I am good. Um, I have [PII] on the line. She's calling from 90 Degree Benefits about a policy for an insured that's lapsed through BIC.
[CUSTOMER][NEUTRAL] Um, is that something that it's not supposed to be lapsed? Is that something that you guys look at? She's saying that she just needs to speak with billing to fix it, but when I looked in Guru, it says they need to go through benefits in a card.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's the policy number? Let me just take a look.
[CUSTOMER][NEUTRAL] No worries. It's 255-581-0.
[AGENT][NEUTRAL] OK, I just wanna take a look, but yes, benefits in the car, they're on a a daily file feed. So if we go in and reinstate them and BC has them as lapsed, it's just gonna keep laps in the policy.
[CUSTOMER][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Because she said that she's continuing she should be paid through March because she did like continuation through COR.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I was like, OK, and then I saw the group and I'm like, well I can transfer you to benefits and a card and she's like, well I just need to speak to your billing department. They should be able just to switch it on and I'm like, uh, and then that's when I called you so that's where we're at.
[AGENT][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] Yes, so benefit and a card are um who it's through, so, uh, they probably would need to speak to the billing department too because we're only showing them paid up to 121, but benefits in the card is the ones who.
[AGENT][POSITIVE] Administers, so it totally.
[AGENT][NEUTRAL] OK. I would tell them to contact Benefit and a card because
[AGENT][NEUTRAL] They are gonna have to get his policy reactivated with them and then they will fix the file feed and it will come through for us to reinstate the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, because I mean, even if we did transfer them to billing and they worked out something to reactivate the policy, the file is gonna run through again tonight and the policy is gonna lapse again.
[CUSTOMER][NEUTRAL] OK, I will explain that to her that that's why she needs to speak with benefits and a card that if we fix it, that the file feed is just gonna run tonight and it's gonna lapse again so benefits on a card needs to communicate with us that it's paid through whatever date, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][POSITIVE] OK, alright, awesome thank you so much for your help. I appreciate you.
[AGENT][POSITIVE] No problem, you're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] No.