AccountId: 011433970860
ContactId: 25ef61df-eb14-4fdb-9fc5-535deff261eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186529 ms
Total Talk Time (AGENT): 80148 ms
Total Talk Time (CUSTOMER): 79120 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/25ef61df-eb14-4fdb-9fc5-535deff261eb_20250106T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who was this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][NEUTRAL] Doing good thank you um so I'm not quite sure if this is something.
[CUSTOMER][NEUTRAL] I don't know. I'm gonna just let me know what I need to do. It's like a hub request or what, um, I have an insured that called, uh, she had a life policy. She surrendered, um, got her form in the mail. Uh, she said that she just received a different one though, gave me the policy number it's somebody else entirely, but it had her address on it, um, and the address, you know, looks correct in Lyon, so I assume.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She would just destroy that one and then we need to reissue this for this other insured.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] OK, so the one that was mistakenly sent to her, it's uh 505168.
[AGENT][NEUTRAL] She already did it.
[AGENT][NEUTRAL] So it had that lady's address, not the address of this person?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Put a hub ticket in. [PII]'s gonna have to figure out what she did and fixed it. I, I really say I'm sorry. It's just her note, her notes seem like she already surrendered it, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no. That's
[AGENT][NEUTRAL] I don't wanna say she did and she didn't.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I was just not sure what exactly.
[AGENT][NEUTRAL] Yeah, I probably would have did the same thing. I've been, I would, and normally when I get stuff like that, I just apologize to them and tell them they just need to shred it and I end up either emailing the person who did it or um putting a hub ticket to get them to figure out what.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, should I do the hub, uh, just the customer service then I guess.
[AGENT][NEUTRAL] Yeah, just do the hub to customer service and what I'm gonna do is I'll keep an eye out for it and I'll go in there and assign it to [PII] and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll just shoot her an email and tell her that, you know, you called me about it and I told her to put the request in because we didn't know for sure if something needed to be sent out or not.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you know, the notes didn't really give me enough details to say what was so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, got it. So I'll probably just put like miscellaneous or something because I'm not this is a different.
[AGENT][NEUTRAL] Yeah, miscellaneous will be fine, um, and then like I said, I'll just go in there and assign it to her and put a note in there or or I'll send her an email so she'll know.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, well I sure appreciate your help. Thank you.
[AGENT][POSITIVE] No problem at all here. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.