AccountId: 011433970860
ContactId: 432b6564-946f-435e-a98c-efc7797ebacd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 912679 ms
Total Talk Time (AGENT): 316876 ms
Total Talk Time (CUSTOMER): 160716 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/432b6564-946f-435e-a98c-efc7797ebacd_20250602T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, uh, I have a policy with you guys and, uh, I had a problem with my debit card. It was compromised and I got a new one, and, and the payments come out of my directly out of my uh checking account, so I'm calling to give you the new number.
[AGENT][NEUTRAL] OK, give me just one moment because I'm in the claims department so let me get you over to someone that can help you with that OK? Can I get your um policy number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Let's see, that's uh 001089883.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second, I'll get over to your policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can you verify your name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And, um, a good email and mailing address?
[CUSTOMER][NEUTRAL] A email is [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] That's, it's spelled C A R B I T E, the number one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] That would be.
[CUSTOMER][NEUTRAL] Well, it's a new one.
[CUSTOMER][NEUTRAL] I already get, yeah, it's uh it's, it's, it's [PII].
[CUSTOMER][NEUTRAL] Grand Prairie, Texas.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and just in case the line disconnects, what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. OK, I'm gonna put you on a brief hold and I'm gonna get you over to someone that can get that new um card number, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] um in the client's name.
[AGENT][NEUTRAL] Um, I don't know why, but I got a call that patched directly through me that I think was for you guys.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The gentleman is wanting to update some billing information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So he said that his premium and stuff like his card got compromised and that all of that stuff comes out of his account so he's needing to update that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That would be group billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry I I don't, um, I'm care team so it doesn't, I can't help with that.
[AGENT][NEUTRAL] OK, I just, I truthfully was not 100% on if you guys handled any billing stuff or if it would go straight to group billing.
[CUSTOMER][NEUTRAL] That's group billing.
[CUSTOMER][NEUTRAL] Not, not when it comes to that.
[AGENT][NEUTRAL] OK, so it would go to group billing even though he is paying for his premiums himself?
[CUSTOMER][NEGATIVE] Yeah, um, I don't we don't handle payments over the phone at all for the care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well he's not wanting to make a payment he's just wanting to update his information, but it would still go to them.
[CUSTOMER][NEUTRAL] Yeah, especially but yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK alright I'll give them a call thank you.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in the claims team. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you doing?
[AGENT][NEUTRAL] I'm doing well um I have received a call from an insured that is needing to update some billing information. He said that some of this information was compromised, so some of that has changed and um so I have verified him um but I cannot handle that so I wanted to get him transferred.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, now is, is it an individual policy or is it a group policy or is it a group admin?
[AGENT][NEUTRAL] Yeah, it's an individual because he said that um his premiums and stuff come out of his account and some information's been compromised, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's actually gonna be on the care team because I can only do the group.
[AGENT][NEUTRAL] I called the care team and they told me to call billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, because I thought it was the your team.
[CUSTOMER][NEUTRAL] I don't do, I don't, yeah, I mean, you're right, it is. I mean we don't, I don't know how to.
[AGENT][NEUTRAL] OK, because group billing would be for groups.
[CUSTOMER][NEUTRAL] Access, yeah.
[CUSTOMER][NEGATIVE] I know, I'm frustrate you by any means because I'm making a promise that I, I wouldn't be able to handle that.
[AGENT][NEUTRAL] No, that's OK, that's OK. Give me just a second and um well you don't have to give me a second. I'll reach out to somebody.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] OK. Thanks, [PII]. Have a good day, OK? You're welcome. Bye-bye.
[AGENT][POSITIVE] Thank you. You too. All right, bye-bye.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm so sorry I wanted to come on the line and let you know that their queues have been just a little backed up, so I am still getting you connected but it's just taking a little bit longer this morning they're they're busy from the weekend I guess so give me just a few more minutes, OK?
[CUSTOMER][NEUTRAL] Oh, OK, as long as it doesn't take a half hour, but I have to catch a bus.
[AGENT][POSITIVE] No, no sir, no sir, I will get you connected shortly.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Good morning [PII] how are you?
[AGENT][NEUTRAL] Um, it's been a little crazy already for me and I can't quite figure out why.
[AGENT][NEUTRAL] I think so.
[AGENT][NEUTRAL] Yeah, yeah, there's Canada wildfires and there's, you know, I don't know about y'all, but we've got a lot of like, yeah, it's all hazy and stuff around here, but.
[AGENT][NEUTRAL] Um, I have a gentleman on the line. I don't know why it came straight through to me because there were other people in claim support that have been here longer that should have gotten the call, but for some reason it came straight to me, um, and he is needing to update billing information, so I called the care team spoke with [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And she said that's group billing but it's an individual policy and I said it's an individual policy and she was just like we can't handle any of that I said OK.
[AGENT][NEUTRAL] 010898883.
[AGENT][POSITIVE] I'm pretty
[AGENT][NEUTRAL] 010898883. I think it's an individual policy. It looks like it is to me, but honestly I don't know a lot about these things, so I don't know.
[AGENT][NEUTRAL] He said that he had some information that was compromised and his premium comes out of his account and he needs to update that.
[AGENT][NEUTRAL] Yeah I believe so but like I said I did not I don't know and I don't think I have access to any of that like to actually do any of that right now.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I, I thought that she was our new one, so I was like, OK, I'm, I'm gonna give you a pass on that because I think you're new, but um.
[AGENT][NEUTRAL] Then when I called group billing they were like oh that's care team. I was like, yeah I thought so but I called them and they told me to call you and so [PII] was like, I can't help you and I was like, it's OK. And then I saw you're available. I'm just calling [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I have.
[AGENT][NEUTRAL] Uh-huh, that's what I thought.
[AGENT][NEUTRAL] And with all the bank information being there I was like yeah I'm pretty sure this one goes through OK what number what's your number?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh hang on, let me see if it shows just so I can double check you girl.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] I don't, it doesn't, I was gonna say I can't just type you in like I have limitations.
[AGENT][POSITIVE] OK, I have you typed in so I'm gonna hang up with you here and send him on.
[AGENT][POSITIVE] Thank you, love.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I, I'm going to get Mr. [PII] uh transferred over.
[CUSTOMER][POSITIVE] Oh good deal.
[CUSTOMER][POSITIVE] All right, I'll be happy to help you. Thank you. Have a good one.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mr. [PII], hi, this is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine. How about you?