AccountId: 011433970860
ContactId: 01dbb05b-1c9f-44bb-baa5-bb160f168a62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539429 ms
Total Talk Time (AGENT): 190679 ms
Total Talk Time (CUSTOMER): 214592 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/01dbb05b-1c9f-44bb-baa5-bb160f168a62_20250320T16:16_UTC.wav
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[AGENT][NEUTRAL] Oh, can you hear me?
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] I'm trying to.
[AGENT][NEUTRAL] Uh, give me one second. I don't know what's going on.
[CUSTOMER][NEUTRAL] What happened?
[AGENT][NEUTRAL] OK. What about now?
[CUSTOMER][NEUTRAL] How about now?
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] All right. How can I help you?
[CUSTOMER][NEUTRAL] It was like yeah.
[CUSTOMER][NEUTRAL] Who am I speaking with?
[AGENT][NEUTRAL] Hey, this is [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. This is [PII], uh, this is [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Are you working today?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Oh good. I, uh, any way I can get a hold of [PII]?
[AGENT][NEUTRAL] Let's see. I know she was in a meeting earlier, and I think she's still on the phone call. Let me chat to her real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like she's in a meeting. Is that the only person that can help you?
[CUSTOMER][NEUTRAL] No, no. Who you got next in the queue?
[AGENT][NEUTRAL] Let's see, Miss [PII].
[CUSTOMER][NEUTRAL] That's fine. I'll speak with [PII].
[AGENT][NEUTRAL] OK. Give me 2 seconds and let me get you to her.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] any time.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, so it looks like [PII] is in the same meeting as [PII], um, as well as [PII], as well as [PII]. It looks like the only people available is me and [PII], so you're picking the slim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][POSITIVE] Well, then, uh, maybe you can help.
[AGENT][NEUTRAL] All right, well, let's try.
[CUSTOMER][NEUTRAL] Well, you know,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, we've got a group, um, American Public Life meddling group.
[CUSTOMER][NEUTRAL] And can you look up there them?
[AGENT][NEUTRAL] Yeah, let's pull up. Do you know the group number by chance? or do I need to look it up by the group name?
[CUSTOMER][NEUTRAL] Yeah well.
[CUSTOMER][NEUTRAL] I can get it. I've got open my file um.
[AGENT][NEUTRAL] If not, I can pull it by the group name.
[CUSTOMER][NEUTRAL] Yeah, it's a tough name to spell. Um, it's been kind of a comical group for us all for about 20 years. Um, it's called Sawatch County.
[CUSTOMER][NEUTRAL] And it's, it looks like it's, it's spelled Sagawachi.
[CUSTOMER][NEUTRAL] You don't hear the I got a number coming for you, darling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the number is 13727.
[AGENT][NEUTRAL] 1377.
[AGENT][POSITIVE] All right, I got it pulled up for us.
[CUSTOMER][NEUTRAL] OK. Now, there's an, uh, an insured and an employee and their name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Da
[CUSTOMER][NEUTRAL] right.
[AGENT][NEUTRAL] And I got her policy pulled up. She actually has two, so let's see, the midli, the mili 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII] 6, it's got all the bells and whistles. Her and her husband are covered.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She's retiring.
[AGENT][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] She, she's retiring and we want to change the coverage over to, I believe his name is [PII]. What is his first name?
[AGENT][NEUTRAL] Well, I have the husband is [PII], but I don't know if that, well, yeah, cause he's [PII], so that's probably the husband, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. Yeah, it's [PII]. [PII]'s staying at work.
[CUSTOMER][NEUTRAL] And she's leaving.
[AGENT][NEUTRAL] OK, so we need to get the coverage switched over.
[CUSTOMER][NEUTRAL] Yeah, we need to get it to now instead of being employees spouse, it's employee, you know.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And get her removed off the bill and just get him on it. I wonder, is there a form or can we just do that?
[AGENT][NEUTRAL] So normally, we just have to have an email request.
[AGENT][NEUTRAL] So like if you send it to me in writing, I can do it. I can start the request since we're on here and I know you're sending it um but just for the folder, they just kinda always wanna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Email as well.
[CUSTOMER][NEUTRAL] Sure, sure, and, and I know you know the old AFA coverages and stuff we had a change form.
[CUSTOMER][NEUTRAL] Then there, I think that you still use a cancellation form, but I thought, well, maybe we can do this another way.
[AGENT][POSITIVE] Yeah, I think we've been making it a little easier. We've just been going by emails now. Um, you know, some people still send the form in, but, you know, a lot of people are like, I don't have time to fill that out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So when we check [PII]'s policy, [PII] is on it.
[AGENT][NEUTRAL] Yes, when I just pulled it up.
[AGENT][NEUTRAL] Um, but it looks like what we can do is, because it looks like he had a policy, we can just probably make his active, change it to, and delete her or not delete, but lapse hers and just put it under [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, laps but.
[CUSTOMER][NEUTRAL] Yeah, you know, because I think the reason we put them both on it was I think it is a little cheaper.
[CUSTOMER][NEUTRAL] Because you know they both work there.
[AGENT][NEUTRAL] Yeah, and then she was younger, so it kind of made it a little cheaper for him.
[CUSTOMER][NEUTRAL] But now that she's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, looks like she's probably what's her birthday, her birthday.
[AGENT][NEUTRAL] Um, looks like she's [PII], [PII].
[CUSTOMER][NEUTRAL] She was
[CUSTOMER][NEUTRAL] So [PII], so she's about, that's probably why she's getting ready to retire.
[AGENT][NEUTRAL] Yeah, cause his birthday is [PII]. He's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I know that puts her, uh she's [PII] older than me, so yeah, yeah, that's why she's leaving.
[CUSTOMER][NEUTRAL] OK, um, well then, what do we need to do? Can we just, can I send you an email and just verify that it's getting done?
[AGENT][NEUTRAL] Yes, send me an email and just say basically same thing you just told me like hey please cancel [PII] and let's activate fill up her husband under individual coverage um you can send it to APL sales.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, PO sales.
[CUSTOMER][NEUTRAL] Is it sale or [PII]? Sometimes I don't get that right. [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] I don't know why I have problems. I have problems sometimes. All right, well, let me send the.
[AGENT][NEUTRAL] Hey, we all do.
[CUSTOMER][NEUTRAL] Yeah, that's a whole different subject, but, uh, so.
[AGENT][NEUTRAL] So you do have sales, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It it's a [PII].
[AGENT][NEUTRAL] No, just sales.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] No.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, see.
[CUSTOMER][POSITIVE] [PII] [PII] yeah I'm glad.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, I'm gonna send an email over.
[AGENT][NEUTRAL] All right, I'm gonna start the request.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] All right, you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.