AccountId: 011433970860
ContactId: 2ee29aa4-3b62-48c8-b0c7-66842499d522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 917380 ms
Total Talk Time (AGENT): 358746 ms
Total Talk Time (CUSTOMER): 340286 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2ee29aa4-3b62-48c8-b0c7-66842499d522_20250107T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII].
[CUSTOMER][POSITIVE] Hey, good.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My certificate number?
[AGENT][NEUTRAL] Yes, Miss [PII].
[CUSTOMER][NEUTRAL] My certificate number is 2384223.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Miss [PII], can I also get your call back?
[CUSTOMER][NEUTRAL] And with the group.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 789.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And let me pull in your policy number that you just gave me, your certificate number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and you said that you're, let me read this back to you, make sure I've got it correct. 238-422-3, is that correct?
[CUSTOMER][NEUTRAL] That's what's on this paper.
[CUSTOMER][NEUTRAL] 238-422-23
[AGENT][NEUTRAL] OK. Let me
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Do you need the group number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 22144
[AGENT][NEUTRAL] OK, let me pull it in and see if I can find it by your group.
[AGENT][NEUTRAL] tell you the name of the group that you have?
[CUSTOMER][NEUTRAL] No, but it should be Hitchcock ISD.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's where I retired.
[AGENT][NEUTRAL] OK, I'm not finding you on this group, this group is Lyndale.
[AGENT][NEUTRAL] ISD
[CUSTOMER][NEUTRAL] Mm. OK. Well, let me, let me tell you what, what information I have here in my concern.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then you can go from there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Back on back.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Back on [PII].
[CUSTOMER][NEGATIVE] I received a call from a young lady who was panicky.
[CUSTOMER][NEUTRAL] Because my plan was supposed to change.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And either the name changed or the um.
[CUSTOMER][NEUTRAL] I don't remember what she said was changing.
[CUSTOMER][NEUTRAL] And she sent me this information, this new form asking me to sign it, and I had to sign it that day.
[CUSTOMER][NEUTRAL] For the day
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, I had to sign it on that day.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To keep my activation.
[CUSTOMER][NEUTRAL] So she sent it via my telephone.
[CUSTOMER][NEUTRAL] And I signed it and put it away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I swore when I signed it, it had the security number on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and so I sent it, she verified she had it.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] So I printed after she said that everything was OK. I printed it out and I put it in my 2B file file. Well, I was getting ready to and I noticed the social security number, the last four digits is incorrect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And it has my name
[AGENT][NEUTRAL] Oh, no, OK.
[CUSTOMER][NEUTRAL] My address, um.
[CUSTOMER][NEGATIVE] And I'm still being charged. I have a draft every month for the $34.30.
[AGENT][NEUTRAL] OK, OK. All right, Ms. [PII], I think I know what I need to do. uh, first let me get your correct social security number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And on my form.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Uh huh yes ma'am, go ahead.
[CUSTOMER][NEUTRAL] On my form, the last four numbers is [PII].
[AGENT][NEUTRAL] OK, let me pull both of those social security numbers up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if we have.
[AGENT][NEUTRAL] Let me just look and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It might just be as simple as um correcting the social security number, but I wanna make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, I do see the, um,
[AGENT][NEUTRAL] And this is your cancer policy. Let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and just for verification purposes, can you please give me your address, phone number, and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my billing address is [PII].
[CUSTOMER][NEUTRAL] Crystal Bay Lane.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, that's what I'm showing OK now now I'm going to pull in and let me um write this policy number down so that.
[AGENT][NEUTRAL] 24429.
[AGENT][NEUTRAL] So that I can refer back to it if I need to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 429-117149.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm going to do is the social security number that you gave me that was incorrect.
[AGENT][NEGATIVE] is not showing up in the system.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your social security number is showing up in the system with you as the policy holder, so what I'm going to do is I'm going to um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see, I'm just gonna verify every single thing and you said that you are being drafted for the policy is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. Every month.
[AGENT][NEUTRAL] That they're still paying on it?
[CUSTOMER][POSITIVE] Yes ma'am, I, there's never been a, a delay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a monthly
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer you on over to customer service.
[AGENT][NEUTRAL] So that they can further assist you, um, I'm gonna let them know that you're still uh being drafted for your policy. I'm gonna let them know about the um social security number being wrong on the paperwork that you have and see if they can further assist you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then also the group number you're saying is Liondale ISD when it should be Hitchcock ISD.
[AGENT][NEUTRAL] Right, the um,
[AGENT][NEUTRAL] Group number that you gave me was, was not 2 is 22144 that was lined in.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The group number that I'm showing you're under on.
[AGENT][NEUTRAL] With your social security number is Hitchcock, um, East Texas Employee Benefits co op.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'll let them know that too that you you've got a letter with now does the letter have your name on it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know certain.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Let's see name designation they typed my email address.
[CUSTOMER][NEUTRAL] Yes, because the APL, uh, election form he good P that was sent on the on the [PII], um.
[CUSTOMER][POSITIVE] It's addressed to me. It says, Hey, good piece history.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Says dear [PII] on something here. So yes, ma'am, it was addressed to me.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I was trying to, I was trying to eliminate in the process to see if maybe they had sent the wrong uh sent it to the wrong person but it's got your name on it so I'm gonna let customer service know about that also.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, it's gonna be a brief hold. I'm gonna transfer you on over, Ms. [PII], so that they can assist you further.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hey, I've got a home dinger for you.
[CUSTOMER][NEUTRAL] Oh, no, no, need, need, we don't do some singers today.
[AGENT][NEUTRAL] No hum dingers. OK, so I have Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The policy number that she gave me was 238-4223.
[AGENT][NEUTRAL] But it's not pulling in for her.
[AGENT][NEUTRAL] Under group 22144.
[AGENT][NEUTRAL] So she called and I do see her under policy number 2424429.
[AGENT][NEUTRAL] And it's a lapsed policy.
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] But she said she is being bank drafted.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] She received an email from us to fill out her paperwork to support her policy.
[AGENT][NEUTRAL] But the the paperwork that she got back had that first policy number that I gave you with the wrong social security number.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Uh, the social security number, her so now this is her good good social security number, that's, that's this, that's it.
[CUSTOMER][NEUTRAL] You, OK, you keep you, all right, so hers, OK, go ahead, her.
[AGENT][NEUTRAL] Her good one is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] The bad
[CUSTOMER][NEUTRAL] What is her other what was her good her good policy number?
[AGENT][NEUTRAL] She, I don't have an active policy for her.
[CUSTOMER][NEUTRAL] Well there OK, or the number that you had for 24, is it 244?
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] No, 2424.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 429.
[CUSTOMER][NEUTRAL] 242-442-9
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All the information, all the information on this policy number that I just gave you is correct.
[AGENT][NEUTRAL] It's just lapsed.
[CUSTOMER][NEUTRAL] Alright, give me one second, 242442-9.
[AGENT][NEUTRAL] Let me go back to her and let her know that I'm explaining to you what's going on so that she.
[CUSTOMER][POSITIVE] OK, that's a thank you dear.
[AGENT][NEUTRAL] She doesn't think that I forgot about her.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII]. I just wanted to let you know that I'm explaining to Miss [PII] everything that you told me and I didn't want you to think I forgot about you.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] OK, thank thank you ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, her policy just turned 121. When did it last draft?
[CUSTOMER][NEUTRAL] Well it looks like it drafted and was added back.
[CUSTOMER][NEUTRAL] OK, it drafted 1223, but then it was added back 12:30.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put me, OK, I don't, I don't even know what we're doing, um.
[AGENT][NEUTRAL] Oh well just let her talk you'll figure it out because that's what she did with me.
[CUSTOMER][NEUTRAL] Lord have
[CUSTOMER][NEUTRAL] OK, dear. Um,
[CUSTOMER][NEUTRAL] Um, so she is, wait, so the group number she's with is 24732, not 22144.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK. I was like, that's two different groups. All righty, ready, ready. OK, OK, I'm just trying to think of something loud. OK, yes, she was just trying to, that portability, I think it's for that GC 702. All right, put her through there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Which she doesn't have. OK, I will thank you.
[CUSTOMER][POSITIVE] OK. All right. Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.