AccountId: 011433970860
ContactId: f9f53d34-0edb-4dc0-b655-c0f9388dc3b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216059 ms
Total Talk Time (AGENT): 67178 ms
Total Talk Time (CUSTOMER): 112620 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f9f53d34-0edb-4dc0-b655-c0f9388dc3b9_20250528T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I am the HR coordinator for ABC Autos in [PII], and we have American Public Life product as a gap product, um, for some of our employees, and I'm, I manage that and I'm kind of confused because I just got a check in the mail from you guys for 7047 and it says lapsed policy, but I can't figure out whose policy is lapsed or why I'm getting this, this, um, check, and I'm trying to figure out what's going on. Can you help me with that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, yes, ma'am. And I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is the group number?
[CUSTOMER][NEUTRAL] The group number is 23,820.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and verify the group mailing address and the, uh, your email address, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group email, I mean the address is [PII] and my email is [PII].
[AGENT][POSITIVE] Awesome and a good call back number in case the call drops, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was that check number and the amount?
[CUSTOMER][NEUTRAL] Check number 2045629 and the amount of $70.47.
[AGENT][NEUTRAL] 46 cents. OK. Uh, and what
[CUSTOMER][NEGATIVE] And what it says, it says lapsed policy, but it shouldn't be a lapsed policy because I pay the bill every month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just paid the May bill back on.
[CUSTOMER][NEGATIVE] On [PII] I sent 1,754. 73, so I pay the bill each month and I charged the employees for it out of their paycheck, so I don't understand why it would lapse.
[AGENT][NEUTRAL] OK, uh, let me transfer you to a representative in billing. Hold on one moment for me please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Uh soup.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, Ms. [PII], thank you for holding. I'm so sorry. Uh, looks like they're in a meeting and I'm assuming maybe it should end by [PII] or so, but I can send a request for a representative to give you a call back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That would be awesome.
[AGENT][NEUTRAL] OK, and you said call back?
[CUSTOMER][NEUTRAL] So that number I gave you the, yeah, that number I gave you the [PII], that's my direct number. Just, um, yeah, call me back at their convenience.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and what was the issue date of that check just in case they ask?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, I'll send a request for a representative to give you a call back as soon as possible, OK?
[CUSTOMER][POSITIVE] Wonderful, thank you, dear. Have a good day bye bye.
[AGENT][POSITIVE] You're welcome. You too, Ms [PII], bye.