AccountId: 011433970860
ContactId: 38d592b5-6af0-481e-a12f-52cbd60c88ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 859599 ms
Total Talk Time (AGENT): 276743 ms
Total Talk Time (CUSTOMER): 537868 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/38d592b5-6af0-481e-a12f-52cbd60c88ba_20250529T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], you're the first soul that answers their phone.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I've been calling like 5 people and nobody answers. Oh, we're sorry, this person is not available. I'm like, is everybody on vacation? I wanna be on vacation. Maybe your phone systems are down, I don't know.
[AGENT][NEUTRAL] Oh, that's weird.
[AGENT][NEUTRAL] Yeah, that's weird.
[AGENT][NEUTRAL] Well, we have a full crew.
[AGENT][POSITIVE] I don't know. I'm so sorry about that. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. It's OK.
[CUSTOMER][POSITIVE] Thank you. Um, I have a very quick question. Let me give you the group number first.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 234-02. The name of the group is Hillco Holdings, and I'm calling from the broker's office, and my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], all right. And which broker's office is it that you're calling from?
[CUSTOMER][NEUTRAL] C C B I Z.
[AGENT][NEUTRAL] OK, CI, yeah, got it. OK, and I have it pulled up. Hillco Holdings LLC. How can I help you?
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] So I have a really silly question.
[AGENT][NEUTRAL] No, I doubt it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So like when somebody enrolls in the gap plan, are they like locked into that age bracket for the life of the policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me see, some of them are age of age of issue. Let me see, hold on just a second.
[CUSTOMER][NEUTRAL] I need to make sure that's set up correctly because because I don't think I have that set up correctly.
[AGENT][NEUTRAL] OK, let me look. Let me see if I can get a copy of that proposal out. Give me just one second.
[CUSTOMER][NEUTRAL] What's it called? Age of Issues, is that what it's called?
[AGENT][NEUTRAL] Yeah, it's, um, yeah, whatever age you are at the time the policy was taken out as long as you don't cancel your coverage generally, I think that's how some of them are the premiums will stay the same because it's bracketed by age, is that what you're asking?
[CUSTOMER][NEUTRAL] Mm, I think that's the case. Yeah, I think that's the case, cause I got a lady who's like in her [PII] and she's paying not in her [PII] age bracket, and I'm like, dude.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK. Well, let me see if uh.
[CUSTOMER][NEGATIVE] Did they not age her up? And I'm thinking maybe it doesn't age up, and I made a mistake.
[AGENT][NEUTRAL] OK, yeah, well, let me see. My computer is moving, but it's not moving fast enough, so give me just a second, I'm trying to.
[AGENT][NEUTRAL] If I can do that.
[CUSTOMER][POSITIVE] Yeah, no worries, no worries. I am here. I am more than happy to wait.
[AGENT][NEUTRAL] Oh good, OK, let's see.
[AGENT][NEGATIVE] Well, come on.
[CUSTOMER][NEGATIVE] Hold on a second, I'm gonna yell something. Sorry, yelling at my kid.
[AGENT][NEUTRAL] Oh you're fine, you're fine.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] We're trying to, it's so hard. I have a [PII] and a [PII], and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] He just finished BPK and he's into the whole throes of like I only want to speak English and we're like, no, when you come home you either decide to speak Spanish or you decide to speak Italian, but you're not gonna speak English because you got plenty of practice at home because then what they end up doing is they don't wanna speak they don't want to speak.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Spanish or they don't want to speak Italian and then they lose it and then they're like, oh, so where's your, where's your family from and blah blah blah and they're like, oh, so you speak Spanish with a name like his and he, he'll be like, no, I don't. What happened? Well, my parents got lazy and they decided not to enforce it in my house. I, I have friends that are like that. They're like, God, I wish. I'm like, yeah, well, you're like [PII], you're in your [PII] now, dude, it's a little late, but you can go for it. Go you got [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh yeah, no.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, that's smart though, because you want him to keep that dual, that dual language, that's smart to make him talk like that, so that's good for you.
[CUSTOMER][NEUTRAL] Yeah, it's not easy, but, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and I have to force them to watch stuff in Spanish too, like I put all the Disney Plus and the Netflix, and if it's like not available and it, it's, it's actually in Italian, and if it's not available in Italian, they have to watch it in Spanish.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh wow, that's cool.
[CUSTOMER][NEUTRAL] That's, I mean, for me, I'm an [PII] baby, so that didn't exist for me, but I, I would get movies. I thought Greece was in Spanish. Let me put it to you that way, OK? I saw it in Spanish when I was in college and I saw it in English, I was like, why do they sound so weird? And I realized, oh my God, I didn't realize this was originally in English, even though I knew who [PII] was. It just never, cause you grew up with it, so you don't question it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh gosh, how funny.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, the Smurfs I watched it in Spanish. I was like, huh, so weird to hear them speak English. Yeah, no.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, sorry, I don't know what's going on with the system. Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] I'm just so happy you answered.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] if anybody else have any problems because I cannot.
[CUSTOMER][NEUTRAL] Sorry. Um.
[CUSTOMER][NEUTRAL] There it is.
[AGENT][NEUTRAL] We may be some, we may be having some system issues cause um yeah, apparently I'm not the only one.
[CUSTOMER][NEUTRAL] Maybe that's why.
[AGENT][NEUTRAL] Maybe I know somebody, you know, somebody's, you know, somebody said well I got it she just sent a screenshots because I wasn't even on the phone and this call looked like it came through and she didn't get it, so we may be having some system, yeah, I cannot pull this group up for some reason. What's your contact number? I will call you back. I just need to find out what's going on and check this out, and I'll give you a call back here pretty quick if that's OK.
[CUSTOMER][NEUTRAL] Maybe that's why like weird.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], call me on my cell [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. I'll repeat it. Do you need me to repeat it?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh let's see, [PII].
[CUSTOMER][NEUTRAL] Yep and my name's [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, [PII], my name is [PII]. I will call you back. Mhm, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] And I don't, I don't know.
[CUSTOMER][NEUTRAL] I don't know if it makes sense. Like if I look at the invoice, do you think the invoice will indicate the role?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I don't know. It should be on the proposal if you have like a copy of the, the proposal, which I can't get a copy of.
[CUSTOMER][NEUTRAL] OK, hold on, I do hold on, hold on, maybe I could just find it on there.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] I think it'll have age brackets or something at the bottom.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Maybe you can help me find it in my system, hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, hold on, uh, Levy Jewelers.
[AGENT][NEGATIVE] Oh my goodness, this is so frustrating.
[CUSTOMER][NEUTRAL] Like, not like the original uh proposal?
[AGENT][NEUTRAL] Yeah, let me see if I can get it. I'm trying to get on the back. I'm trying to get it, yeah, no.
[CUSTOMER][NEUTRAL] Or the renewal.
[CUSTOMER][NEUTRAL] No, I'm, I'm sorry. Now I'm like going back to making you do something that you don't have access to.
[AGENT][NEUTRAL] I'm just gonna see if I can backdoor it. Hang on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, I'm gonna see if I have it in in the original folder.
[CUSTOMER][NEUTRAL] Oh that's right, I didn't have this account back then.
[CUSTOMER][NEUTRAL] Maybe it's in here.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I see, I don't know how long they've been a client of yours.
[AGENT][NEUTRAL] You know, I, um, let's see, [PII] it looks like.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] But why is it not, what can I ask?
[CUSTOMER][POSITIVE] OK, I got it. I, I can get there.
[AGENT][NEUTRAL] OK, I can watch.
[CUSTOMER][POSITIVE] OK, uh-huh. APL uh-huh, proposal, uh-huh. OK, OK, hold on, hold on. I'm so excited right now. OK, OK. Proposals, it's loading, taking a million years, let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Proposal, yep, OK, and now what do you want me to look for? Like is there a word?
[AGENT][NEUTRAL] No, no, I have.
[AGENT][NEUTRAL] Is it the bottom, at the bottom? Does it have the age brackets at the bottom?
[CUSTOMER][NEUTRAL] Yeah, it has age brackets.
[AGENT][NEUTRAL] Does it say anything on that page? Like, does it?
[CUSTOMER][NEUTRAL] The premium and amounts of benefits vary depending upon selected at time of application. Total premium includes a plan selected in any applicable rider premium.
[AGENT][NEUTRAL] It doesn't say anything about how it is food.
[CUSTOMER][NEUTRAL] Um, let me see, control my age.
[CUSTOMER][NEGATIVE] I hate it when this happens because then it picks up coverages and that's not what I wanted. Let see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, place for, OK, coverage, coverage, coverage, wage coverage.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Issue, let me, let me just do issue.
[CUSTOMER][NEGATIVE] Is she the certificate is not OK.
[CUSTOMER][NEUTRAL] A issue age. It just says issue age. The premium and amount of benefits vary depending upon plan selected the time of application. Maybe that's an indication at time of application.
[AGENT][NEUTRAL] What's it, say it again, read it again.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Read it again when I
[CUSTOMER][NEUTRAL] It says, hold on a second. I'm gonna open up this other proposal.
[CUSTOMER][NEUTRAL] And see what happens with this one, maybe it's.
[CUSTOMER][NEGATIVE] Maybe it's got more pages in it. I'm pulling a really old file because it's taking forever.
[CUSTOMER][NEUTRAL] Here it is, let me see.
[CUSTOMER][NEUTRAL] Hello [PII], I think you blah da da. Let me know if you wanna provide us once to continue deposit quote da da da whatever, whatever. I don't know what all these are, I guess I'll just open them all. Uh, it says, let me see, so the premium and amount of benefits vary dependent upon plans selected at time of application.
[AGENT][NEUTRAL] Age at time of application is that what it said?
[CUSTOMER][NEUTRAL] Premium changes, there it is, there it is. The premium rates may be changed by APL at the first anniversary date of the policy or any premium date due thereafter.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no that didn't really tell me if it's the age brackets are no.
[AGENT][NEUTRAL] Let me see, was this a Medlink 6? Let's see, hold on, let me see if somebody in my group chat can answer this with me since I can't get to this group for some reason.
[CUSTOMER][NEUTRAL] Wait a minute, this, this.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What's the top.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The certificate issued, let me see.
[CUSTOMER][NEUTRAL] Do I even have a cert?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] My kid sounds crazy right now.
[CUSTOMER][NEUTRAL] What is this?
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm asking let me see if my group knows.
[CUSTOMER][NEUTRAL] No worries. I'm, I'm looking to see if we have this group was not with me.
[CUSTOMER][NEGATIVE] Back then, so like the files are like shoddy.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEGATIVE] Mhm. Yeah, they don't save anything which I hate when they do that.
[CUSTOMER][NEUTRAL] And then they want me to pull stuff from like a million years ago.
[CUSTOMER][NEUTRAL] Let me see enrollment group coverage form? No, uh, certificate. Sweet baby [PII], I found it. OK. Let me see if I have anything of merit here.
[CUSTOMER][NEGATIVE] Just gonna do control find issue.
[AGENT][NEUTRAL] Age on effective date. OK. It should be age, yeah, whatever age you are on the, on the effective date.
[CUSTOMER][NEUTRAL] I gotta spell it right to find it.
[AGENT][NEUTRAL] As the premium amount that you would pay.
[CUSTOMER][NEUTRAL] So that's, that's where you stay. It's locked in?
[AGENT][NEUTRAL] Mhm. You're locked in until, um, yes.
[CUSTOMER][NEUTRAL] Oh my God, insurance issue age there it is.
[CUSTOMER][POSITIVE] Girl, I just learned something new.
[AGENT][NEUTRAL] You found it? OK.
[CUSTOMER][POSITIVE] I'm gonna have to say, yeah, it says here it says, I just shut it, I just closed it because I got excited.
[AGENT][NEUTRAL] You're fine, you're fine. You're fine.
[CUSTOMER][NEUTRAL] It says insured insured issue age.
[AGENT][NEUTRAL] Yeah, yeah, so the age.
[CUSTOMER][NEUTRAL] Is there anything else I need to look for? I mean, that's pretty much it, right?
[AGENT][NEUTRAL] No, that's it. Yeah, at the time you sign up.
[CUSTOMER][NEUTRAL] let me
[CUSTOMER][NEUTRAL] Let me just look at one other thing just to make sure before I hang up and then I can't find another soul there when I call back for something else. Let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we have a full staff here, so I'm not sure what happened earlier.
[CUSTOMER][NEGATIVE] I know, but I don't know why the, yeah, I don't know why. Usually [PII] answers, but it, it said this person is not available. Then I called um I forget who else I called like 3 other people, and I said the same thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Did you call the main numbers, the [PII] if you call the [PII] number, it should round [PII], OK.
[CUSTOMER][NEUTRAL] This is, yep, this is what I called, yeah, that's.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's what I called and that's how I got you, but I called the direct line that I have for people that I've talked to in the past about this group and I mean like I know [PII] because I sent her the renewal every year even though I send it to the other sales email address but I copy her because I'm like she's somebody I know there um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it went, it said, this person is not available. Please leave a message. And that was it. And then I called the next person and I got the same thing. So then I was like, huh.
[AGENT][NEUTRAL] No, no, I'm sorry. Hmm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, the master application. OK, no policy, the policy issued to the policyholder blah blah blah.
[CUSTOMER][NEUTRAL] We have issued and delivered consideration, OK.
[CUSTOMER][NEUTRAL] Consideration.
[CUSTOMER][NEUTRAL] Continuation.
[CUSTOMER][NEUTRAL] Where's age issue. How come it's not easy.
[CUSTOMER][NEUTRAL] Mm, certificate, the date of the individual certificate issued to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't even wanna put age but I think I'm safe, right? It, it's safe to say that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what it is.
[AGENT][POSITIVE] Yes, I confirmed with one of our senior people on the phone on, on our team that's been here forever, [PII], yes, yeah, and she said that it should be, it's the age and effective date. Yeah, no problem. Is there anything else we can help you with?
[CUSTOMER][POSITIVE] Oh, well, look at me going on and on. You already have it. OK. OK, cool. Thank you, my dear, I appreciate it.
[CUSTOMER][POSITIVE] OK. No, that was it. Thank you.
[AGENT][POSITIVE] OK, well I hope you have a wonderful day and I'm sorry for the technical issues with you trying to get through to us. I apologize.
[CUSTOMER][NEUTRAL] Have they
[CUSTOMER][POSITIVE] Oh, no worries. You made it, you made it all better. Thank you.
[AGENT][POSITIVE] OK. All right. Have a good day. Thanks, bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.
[CUSTOMER][POSITIVE] Thanks. Bye.