AccountId: 011433970860
ContactId: 96a1d20e-45b6-4d76-9155-f5c09164221e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666549 ms
Total Talk Time (AGENT): 375548 ms
Total Talk Time (CUSTOMER): 201496 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/96a1d20e-45b6-4d76-9155-f5c09164221e_20250128T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. Thank you so much for asking. Can I give you a uh policy number to look at with me?
[AGENT][NEUTRAL] Certainly, yes.
[CUSTOMER][NEUTRAL] Oh thank you. Alright, that number is gonna be 01.
[CUSTOMER][NEUTRAL] 090409 should come up for a Miss [PII].
[AGENT][NEUTRAL] OK let me.
[AGENT][NEUTRAL] I start hiccup and sorry I said go lunch, I walked in the door and had to fix a big extra strong pot of coffee.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh my, OK, Miss [PII]. All right. And how can we assist Miss [PII] today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So Ms. [PII] called earlier today you'll see in the notes I think a hub request was created for her um, she is saying that this coverage was supposed to be for her and her spouse and that um she doesn't understand why it changed and um so that's what she's wondering on.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, there was never a spouse after it.
[AGENT][NEUTRAL] I don't see, you know, he.
[CUSTOMER][NEUTRAL] Yeah, there.
[CUSTOMER][NEUTRAL] Yeah, I know she had one on the previous policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She sure did, girl. But but 2 years laps between that policy and the next one.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Like it was just never added.
[AGENT][NEUTRAL] was she
[AGENT][NEUTRAL] Yeah, why is she waiting 10 years later to come check on me? I'm sorry. I'm having a moment.
[CUSTOMER][POSITIVE] I know. No, it's totally fine, girl, it's totally fine.
[AGENT][NEUTRAL] Hold on, let me look and see, because, uh, she ain't been paying on the spouse for 10 years. I don't think either. Let me look at, let's look at the payment screen. So we're looking at 3580 BQP HIQPHI 3580, 35,803,580. She's been paying 3580 since uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Individual premium, uh, let's pull up the policy.
[AGENT][POSITIVE] I'm sorry, when you called, I was in the middle of another phone call and I was laughing so hard. And I was tickled when I answered the phone still, I was trying so hard not to laugh.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] And it was actually a work call with another colleague and we were getting tickled over some work stuff like I'm like.
[CUSTOMER][POSITIVE] Tickled pink, I got you.
[AGENT][POSITIVE] You know how you're like, oh my God, oh my God, you know, like everything's coming at you, you're doing those, oh my gosh moments, you know, let's find. OK, let's find this application here.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's trying to pull up money. It's spinning. That's true.
[CUSTOMER][POSITIVE] No worries, no worries.
[AGENT][NEUTRAL] Uh, she's the only one on the application.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] I am looking at it. Yeah, uh, 3580. There is no spouse listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Nope, not a spouse listed this effective 101 15.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You're sure not. Mm mm mm mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Ah, nope.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yeah, I mean, I can definitely tell her that. I don't know if she's gonna wanna add him if he's not been added or anything.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] I'm, I'm moving on to the agent screen right now to see if he's, oh, he's not even active.
[AGENT][NEGATIVE] Oh God, who was he with? Oh, he's with the [PII] agency. Do we, I don't think we do business. Do we even do business with him anymore? I'm not. Yes, we do. Hold on one second. Let me, let me, let me ask somebody. I'm, I'm hitting the wrong everything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Uh, this, uh, I don't like individual suckers, you know, uh, hate individual policies, group stuff you just send them to the group and tell them, uh, you need to get get with your group, you know.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] And the broker is termed.
[AGENT][NEUTRAL] Um, OK, hold on one second. I hate to keep you on hold. I'm sorry. Um, I'm just trying to figure out what we can do for her, if anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it payroll? No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Was [PII].
[AGENT][NEUTRAL] With the [PII] agency, you know his name, let's stay on one screen, that'd be all right.
[AGENT][POSITIVE] Yeah, I have a feeling she's gonna want to add him too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh God, OK, the cert.
[AGENT][NEUTRAL] OK, tell her, let Miss [PII] know if you would.
[AGENT][NEUTRAL] If she's wanting to add him, put her through. I don't know what to tell. I'm, I'm gonna tell we're gonna have to have somebody review it. That's all I'll do is so I'm gonna have somebody to review it and get back with them, see what she wants to do it at first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll just transfer her to you then if you're OK with that.
[AGENT][NEUTRAL] Yeah, yes, that's fine. That's fine.
[CUSTOMER][POSITIVE] OK, here she comes. Thanks.
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in cus this is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I'm great, and yourself?
[AGENT][NEUTRAL] I am fine, thank you. So Miss [PII], I do apologize for keeping you on hold for so long. We were reviewing the application that you originally submitted.
[CUSTOMER][POSITIVE] May, great.
[CUSTOMER][NEUTRAL] Uh, I'm fine with that, sweetheart. I'm fine.
[AGENT][NEUTRAL] Oh, OK. It was just issue for just you. There's not a spouse listed on it.
[CUSTOMER][NEUTRAL] I had him on there and how was he? I don't recall having him taken off. When was he taken off? Can you see?
[AGENT][NEUTRAL] Well, OK, so what happened is it looks like you had a policy active from [PII], and that did have coverage and then for two years there was no policy and a new application was submitted in [PII] with only you on there.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] There's nothing about a spouse being listed and with the individual premium on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK. And what, when, when, when was that done?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] I, you say I rejoined that at that time?
[AGENT][NEUTRAL] Yes ma'am, 2 years had gone in between the last policy you had and then this policy and it looks like you reapplied again um in [PII].
[CUSTOMER][NEUTRAL] Uh huh OK.
[AGENT][NEGATIVE] And uh we're only seeing your name nowhere doesn't even mention a spouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm looking at something on here, but I'm trying to see the year on it and that was um hm.
[CUSTOMER][NEUTRAL] I see his name is on it, but I can't see the date on this particular form.
[CUSTOMER][NEUTRAL] It was applicant [PII] and spouse [PII] uh.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] That may have been the first one.
[AGENT][NEUTRAL] What is the policy number on that, Miss, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] 695286.
[AGENT][NEUTRAL] OK, now that's an older cancer policy that you had from [PII] to, not through but to [PII]. So that policy termed uh 10-1-2012.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 695286 termed [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now your current policy is a completely different policy number and I can give you that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well she gave me a number of 109-0409.
[AGENT][NEUTRAL] Yes, ma'am. And that is your policy that's your current active policy with just you on it.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I don't know when I did this.
[CUSTOMER][POSITIVE] Um, but I appreciate the, that information.
[AGENT][NEUTRAL] Certainly. Is there anything else, Miss [PII], that we can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that'll be it thank you.
[AGENT][POSITIVE] Well, thank you for calling API Ms. [PII]. You have a wonderful evening, ma'am.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.