AccountId: 011433970860
ContactId: 95171b5a-5c0b-443e-b7e9-f9a37ce2a095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435220 ms
Total Talk Time (AGENT): 217159 ms
Total Talk Time (CUSTOMER): 225049 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/95171b5a-5c0b-443e-b7e9-f9a37ce2a095_20250527T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] [PII] and a cult jam, how are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Try not to fall asleep. I am so sleepy.
[AGENT][NEGATIVE] Oh, don't do that, girl. It's almost the end of the day. Don't do that.
[CUSTOMER][NEUTRAL] I know. I might take a nap. I usually go and work out. I might just take a nap.
[AGENT][NEUTRAL] Oh, girl, I get off work a lot of times late. Oh.
[CUSTOMER][NEUTRAL] Because my workout buddy is out of town.
[CUSTOMER][NEUTRAL] That person.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Be a good day from that.
[CUSTOMER][POSITIVE] But I got a workout thing here.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes. Well, this rain and this weather are just like, oh, all I wanna do is sleep. I went to, uh,
[AGENT][NEUTRAL] Oh, this morning, that's all I wanted to do when it was thunder and lightning. Girl, my bed was screaming my name.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] I know. And um I have stuff to do. I couldn't take a nap at lunch. I had to go and register [PII] for school. It's like, uh, I wish they'd do it next year.
[AGENT][NEUTRAL] Oh my gosh, already they just got out.
[CUSTOMER][NEUTRAL] Yeah, but they, they try to keep a, keep it abreast, so they, yeah, but since I have to use a special affidavit since I don't own this house, I have to show paperwork.
[AGENT][POSITIVE] Keep it ahead of the game. Yeah.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Every year, they even have, uh, well, they didn't do it this year, thank goodness. Um, hopefully they'll do it next year too. All you have to do is the homeowner bring in a bill for a mortgage or whatever and, and not have, and her not having to come in, you know. But it worked out.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, uh
[CUSTOMER][NEGATIVE] Cause I did not want this to be all summer trying to get it done.
[AGENT][POSITIVE] Amen, girl, get it over with while you can and not have to worry about it.
[CUSTOMER][NEUTRAL] Hey man, cause it's just so much and then try to remember, OK, now what do I send for them?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I get it. Oh Lord, I get it.
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, real quick, I'm retiring [PII] will be my last day, darling.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] Mhm. I know everything's already in the making. It's done.
[CUSTOMER][NEUTRAL] How long you've been with APL?
[AGENT][NEUTRAL] 25 years, when I, uh 25 years and one day when I retire.
[AGENT][NEUTRAL] I just got, I got this. I got this.
[CUSTOMER][NEUTRAL] Now, how long?
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] You have been with the BL for over 30 years, right?
[AGENT][NEUTRAL] I had been here over [PII], but I've been here it'd be 25 years when I retire.
[CUSTOMER][NEGATIVE] Jeez, [PII].
[AGENT][NEUTRAL] And I'm over [PII].
[CUSTOMER][NEUTRAL] Well, I'm only 5 years less than you, yeah.
[AGENT][NEUTRAL] Yeah, but I'm [PII], so you'll have a lot of years in by the time you're my age, darling. So, cause I came later in life, you came early.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] And you find a rich man.
[AGENT][NEGATIVE] Oh, honey, I, you know me. God, no. Just, I, I, I, no, I do not do well picking men. I either make them crazy or they make me crazy. We're just gonna leave that alone.
[CUSTOMER][NEUTRAL] I don't know that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Oh Lord, I'll just be, I'd be broke. I can do bad all by myself all of you. Yes, I do not need any help.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh, uh, mm mm, mm. What you got there? What you got?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, anyway, I have an insured on the phone. We had a claim for her and denied it as service render after policy terminated, and she is saying that she shouldn't be terminated because they still deducted from her check.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And it shows her policy term 11.
[CUSTOMER][NEUTRAL] And we received notification, but she says she's still with the group, so I'm wondering if the group switched to another insurance carrier or not. I'm not sure.
[AGENT][NEGATIVE] That's probably what's happened. She needs to contact her group. We don't have anything to do with her money.
[CUSTOMER][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] They've more than what's that group number or her policy number? Maybe I can see if they've left us.
[CUSTOMER][NEUTRAL] 841. Uh, her policy number is 764059.
[AGENT][NEUTRAL] 764059.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh [PII] to [PII] to [PII] to [PII] to [PII]. I'm ready for stay. Come on, girlfriend.
[CUSTOMER][NEUTRAL] They feel it, I know, I know.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All I wanna do is take a nap and then really keep coming in here, want me to order something from Amazon. It's like, well, I got all this money. You want me to buy stuff.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Or put in my password so he can download the app. It's like jeez [PII].
[AGENT][NEUTRAL] Oh my gosh. She's with City of Monroe City Schools.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] We don't even have that. We don't, that group, that, that broker doesn't even work with us anymore or uh probably the ones that had her. Yeah, she needs to contact, she can contact that broker if she wants to or her school. If she's still emp[PII] there, she needs to find out who, who her benefits are with cause they're not with us anymore.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, do you want the broker's number?
[CUSTOMER][POSITIVE] Awesomeness. Thank you, madam.
[AGENT][NEUTRAL] She can call him or she can call the school.
[CUSTOMER][NEUTRAL] Can insurance call brokers?
[AGENT][NEGATIVE] I don't see why they can't list their special, you know, like [PII] and all the little special, special ones, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the group number or oh not group number uh what's that broker's name?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] His name is [PII], and I have his phone number right here.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, but I would tell her to check with the group first to see because they're taking their money out, the broker's not. But um, you know, it, but anyway, just tell her to start with the group and then she can call us back for the broker's name and number if she needs. Let me give it to you. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] But the broke this group has taken her money out, not APL, not the broker.
[CUSTOMER][POSITIVE] All right. Thank you, madam.
[AGENT][POSITIVE] Thank you, darling.
[CUSTOMER][POSITIVE] Have a great one.
[AGENT][POSITIVE] Have a good day. You too, bye.
[CUSTOMER][NEUTRAL] Oh, alright, bye.
[AGENT][POSITIVE] Wow
[CUSTOMER][NEGATIVE] I'm listening to a sad, um.
[CUSTOMER][NEUTRAL] True crime
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This man, um, I saw a woman that was in a care home, and she became pregnant. And so they suspended all the males and then got their DNA and they found out this guy, he was, uh, served 25 years in jail, but the baby, she had preeclampsia and the baby died after 11 days of being in NQ.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. That's why I was like, oh.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] This, this person messing with defenseless person, but it's messed up, it's messing with the child, in my opinion.
[CUSTOMER][NEUTRAL] But anyway,
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] There's criminals. I'll tell you what.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Good Lord,
[CUSTOMER][POSITIVE] I promise you.
[AGENT][NEUTRAL] Uh uh uh uh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] They gonna get them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright well you have a great one. I thank you for helping me.
[AGENT][NEUTRAL] Anytime, darling, anytime.
[CUSTOMER][NEUTRAL] All right, darling. Bye.
[AGENT][NEUTRAL] Bye.