AccountId: 011433970860
ContactId: efa43c49-f621-488a-84a2-a0458f2cecc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429579 ms
Total Talk Time (AGENT): 106273 ms
Total Talk Time (CUSTOMER): 159003 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/efa43c49-f621-488a-84a2-a0458f2cecc0_20250121T21:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was pulling up your um an email that you sent me, uh someone from APL sent me and it said that my husband's policy has lapsed and I was wondering why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can see um if there's a reason here. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 709.
[CUSTOMER][NEUTRAL] 252.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mrs. [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is it alright if I place you on just a brief hold while I look into why the policy lapsed?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me correct myself. So the policy isn't lapsed, but your husband is no longer on the policy. I'm going to see why.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[AGENT][POSITIVE] No, I'm sorry. Um, thank you so much for holding. I apologize for that wait. So I'm going to reach out to customer service because I'm not seeing a reason why he was dropped. It may be an error and they can, that's the department that can fix it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and before I transfer you over to customer service, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][NEUTRAL] Alright, well, thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine, [PII], how are you there?
[AGENT][NEUTRAL] I'm doing good. OK, so I have a member on the other line wanting to know why her part two was dropped. I don't see anything in the notes as to why.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Oh the [PII]. What's the number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 709252.
[CUSTOMER][NEUTRAL] OK, so I didn't mean to interrupt you. I was just like, oh my no, those are the notes.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] It's OK. I knew when I called, it was a doozy.
[CUSTOMER][NEUTRAL] Oh no, OK, hold on, so part two, part two straw.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It wasn't dropped the he just didn't get reinstated. It must have termed at some point lapsed. They answered call request.
[CUSTOMER][NEUTRAL] Bank info added but so her debt was problemized was draft the bank is your call requesting.
[CUSTOMER][NEUTRAL] Future la say added this policy received from the he just was not re-added back at the um reinstate him right now she's got if you look all the way through it, you'll see that he has um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That she has family coverage.
[AGENT][NEUTRAL] Yes, I saw that on PIBFT.
[CUSTOMER][NEUTRAL] Yeah, it just, he just, when you reactivate a poly, you know, one of us reactivate activate.
[CUSTOMER][NEGATIVE] Activate a policy that's been lapsed. You have to literally go in and put an R by all the benefit of in, you know, people that you want added back to reinstate them. It only reactivates the insured. So, uh, put Ms. [PII] through and I will let her know that it was just a screw up on our on our part.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] I won't say it that way.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you? I'm fine, thank you, ma'am. So Miss [PII].