AccountId: 011433970860
ContactId: 23296fd3-f4be-4b0d-afbe-18acaeb70022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648460 ms
Total Talk Time (AGENT): 144818 ms
Total Talk Time (CUSTOMER): 349486 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/23296fd3-f4be-4b0d-afbe-18acaeb70022_20250107T22:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, and I, I was trying to make a, a December payment.
[CUSTOMER][NEUTRAL] On my uh uh account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you wanted to make it over the phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and how did you want to make that payment, like a credit card or debit card?
[CUSTOMER][NEUTRAL] A debit card?
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your, um, I was gonna say date of birth. May I have your policy number? I'm sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] They told me I had to start all over again. I don't, uh, uh, let me get this one that they gave me.
[AGENT][POSITIVE] OK, take your time. You're fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, let me
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, 242.
[CUSTOMER][NEUTRAL] 579 1
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], I, um, can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is [PII] and my email is [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information. And Miss [PII], do you mind if I place you on just a brief hold, um,
[AGENT][NEUTRAL] I'm in between two departments because it's with the card, usually it would be group billing, but I got to make the policy active first. Um, so do you mind if I place you on just a brief hold so I can get the clear direction and be able to process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you there?
[AGENT][NEUTRAL] I'm good. So I have a question. I'm in between customer service and group billing. So it's a insured, she has a uh cancer policy, it's ISD. She's calling to make a payment over the phone, but to activate the policy, she said somebody would tell her she had to start all over. So I didn't know if I need to get the customer service first to get it active and then go to group billing for the payment.
[CUSTOMER][POSITIVE] Oh, OK, what's the number, dear? Let's just, let's just do what we gotta do and get her done, girl.
[AGENT][NEUTRAL] It's 242-579-1.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let's see we're just gonna see what we got and she is going to make a payment, right?
[AGENT][NEUTRAL] Mhm. She says she wants to make a debit card payment for December.
[CUSTOMER][NEUTRAL] OK, that will go to billing.
[CUSTOMER][NEUTRAL] Is this [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She just, she hadn't been lapsed any time.
[CUSTOMER][NEUTRAL] She just need to make December and January's payment. Wait a minute, wait a minute, wait a minute, wait a minute, wait a minute, wait a minute, wait a minute. I don't know if I can do that. Hold on, hold on. I just thought about something.
[AGENT][NEUTRAL] OK, so what's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh God, is this one of these groups? We're gonna need, I'm, I'm gonna need you to go to [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Shoot. Hold on, it's gonna make me put a freaking note in here because I don't know. I think it may be lapsed because it's supposed to um.
[CUSTOMER][NEUTRAL] Hold on, let me go back to [PII]. Let me go to [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm wondering if she's supposed to have that GCP 24.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEGATIVE] Oh my God, I hate these groups. See, I don't know which, let, let me ask [PII] if Fort Worth ISD.
[CUSTOMER][NEUTRAL] This is crazy, girl. This stuff is just crazy.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is this one of the group.
[CUSTOMER][NEUTRAL] Are getting hives over here sister mm mm mm mm.
[CUSTOMER][NEUTRAL] And she, she said like girl I was sitting there, my, my I am, she was eyeing me like crazy. OK, so she gonna have an issue too. We're gonna be bouncing issues back and forth.
[CUSTOMER][POSITIVE] Holy cow, she type in a book.
[AGENT][NEUTRAL] She might be confused.
[CUSTOMER][NEUTRAL] As far as I know, the Texas groups changed from GC 14, GC, OK.
[CUSTOMER][NEUTRAL] She can't make it OK, OK, OK, hold on, so she, so she can not make a payment on this current policy.
[CUSTOMER][POSITIVE] Yeah, correct, current my God, correct.
[CUSTOMER][NEUTRAL] Do you know, oh God, is there any notes that says.
[CUSTOMER][NEGATIVE] People not putting notes and stuff. No change. Miss [PII] called for fax number to send renewal paperwork. Insured called back because she received a check from us to your premium being paid on last policy. She. She sent the port paperwork back but looks like we never received it.
[AGENT][NEUTRAL] Let me check them.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Oh, I'm, I'm, I'm about to take her from me. I'm, I'm about to have to take her from you. me 11 2nd.
[AGENT][NEUTRAL] Oh, that would be what she's talking about.
[AGENT][NEUTRAL] You sure? OK.
[CUSTOMER][NEUTRAL] state that she
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Sit in sit in the.
[CUSTOMER][NEUTRAL] Poor poor paper work but we never.
[CUSTOMER][NEGATIVE] received, oh my [PII], received it. I can't even.
[CUSTOMER][NEGATIVE] It's a free paperwork. Oh well, it didn't matter, you know, who cares? Um, hold on, I can't, you just don't know. I'm all over the place. I feel like, like I'm a candle wax. I'm just being melted and it's just running everywhere.
[AGENT][NEUTRAL] Uh, this, I think we all are at this point.
[CUSTOMER][NEUTRAL] Oh, I think so too, honey. Yeah, put Miss [PII] through. I'm gonna give her the uh care team's email address so she gets send that poor paperwork in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] Hope she kept a copy of it. Dear [PII], I hope she kept a copy of it.
[AGENT][NEUTRAL] Oh, you know what, she's not even on the phone no more.
[CUSTOMER][NEGATIVE] OK, she needs to if she calls back, she needs to either fax or email that poor paperwork she cannot reinstate this policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's got to go to the CP whatever I wanna say CPA that's not right. GCP 24.
[AGENT][NEUTRAL] OK, so I'll put that in the note. She has to fax or email the port form before we can issue a policy.
[CUSTOMER][NEUTRAL] Oh, [PII] said she talked with this lady yesterday. That's why she started typing the second I, um, 000, I did get some check your
[AGENT][NEUTRAL] She already knew.
[CUSTOMER][NEUTRAL] Work workflow folder I think a port.
[CUSTOMER][NEUTRAL] Paperwork.
[CUSTOMER][NEUTRAL] Came through for someone.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][MIXED] Holy cow, it, it hurt, it hurt. OK, let me, let me go fuck girl if I figure out where I'm trying to go in this, this, this stuff, this would be awesome.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] No, you can, we can end our calls that she's gone unless you just need to finish up some notes before you get another call.
[AGENT][NEUTRAL] Yeah, hold on one second.
[CUSTOMER][NEUTRAL] I'm fine. I'm fine. I'm going to, I am going to their, their folders now. I just gotta look at who we got over the LM, so this should be [PII] right here. It's in work flow. We've got the new paperwork, OK, so, so, uh, she can pay on the new policy once it gets set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we don't need that.
[AGENT][NEUTRAL] Por paperwork.
[AGENT][NEUTRAL] OK. So the next person that gets there at least they'll know that part.
[CUSTOMER][NEUTRAL] OK, so you did say that customer service has the paperwork to do the GCP 24.
[AGENT][NEUTRAL] Mhm. And we received the court paperwork and she can pay on the new policy once it's set up.
[CUSTOMER][NEUTRAL] You, you are.
[CUSTOMER][POSITIVE] What's it, yes, thank you, [PII] once set up, yes, [PII], OK.
[AGENT][POSITIVE] Alrighty, there we go. Teamwork make the dream work.
[CUSTOMER][NEUTRAL] All right, honey.
[CUSTOMER][POSITIVE] That's right, girl. That's right.
[AGENT][POSITIVE] Alright, bye-bye. Thank you. Alright, you too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, sweetie. Have a good day. Bye.