AccountId: 011433970860
ContactId: ac98d2e8-892c-4989-ba9b-afa5224b7dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234889 ms
Total Talk Time (AGENT): 139768 ms
Total Talk Time (CUSTOMER): 91081 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ac98d2e8-892c-4989-ba9b-afa5224b7dce_20250214T21:32_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], I haven't spoken with you in a while.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Look at this policy with me, um.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEGATIVE] Oh [PII], I'm sitting here trying so hard to figure out, trying to study that voice, girl. I'm like, wait a minute, I can't recognize voices. I'm getting old girl. Now y'all know my, I can't y'all, y'all got to tell me.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] All right, Ms. Well, what do we got here?
[CUSTOMER][NEUTRAL] OK, so I'm looking at two policies for the same person. It's a Metlink uh for both, so 198.
[CUSTOMER][NEUTRAL] 631 6.
[CUSTOMER][NEUTRAL] It should be for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 198666. 0, I can turn my heater off. I broke into a sweat now. [PII], OK.
[CUSTOMER][NEUTRAL] And I show a future lapse date on that policy of [PII].
[AGENT][NEUTRAL] OK, what they, they got going on, they must have got another benefit change benefits they did. Mhm. OK, so as soon as that payment's made, that policy will term soon as that December payment's made, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] They do, they, they did.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so then, so then the 256-6453, I have a provider that's trying to verify benefits, so then, um, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 256-6453. Just looking at the from and to date on this policy, it's the same, so that tells me we've not received premium or something like that.
[AGENT][NEUTRAL] Right, the group just has not like this is all really, it hadn't been that long ago. This was just taken care of. Um, let me look to see what GRPM be just cause I think I worked this group. It's so familiar.
[CUSTOMER][NEUTRAL] 2566453.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, [PII] did. Something was going on with this group. We've been working on it, but, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know why it sounds familiar to me, but it sure does.
[AGENT][NEUTRAL] They um, yeah, no, they, let me look at GRPIQ for the whole group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So much we got 254-42, uh.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Wow. Yeah, they, they, they've not made their January payment. Couple of people, looks like one.
[AGENT][NEGATIVE] 2 people who haven't got their 12 payment, but it was, yeah, the January has not been made.
[AGENT][NEGATIVE] And a few other people are behind even a little bit.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so because I showed that the 2566, I'm gonna go ahead and quote a benefit because it's active technically.
[AGENT][NEUTRAL] Mhm, it is active. They just, the, the, the, uh, Wagner County just needs to pay the bills. Let's see if they pay, let's see if they pay in arrears or anything 24542.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. OK. OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Yes, so we really should have been received their January because they would have gotten their January bill the end of January.
[CUSTOMER][NEUTRAL] 245. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So they should be getting that money into us soon.
[CUSTOMER][NEUTRAL] OK. 24542.
[AGENT][NEUTRAL] They need, uh, I, I can't tell them what to do, but they need to try so these things can get paid.
[CUSTOMER][NEUTRAL] Uh oh, yeah. Let's see.
[AGENT][NEUTRAL] Did they get bills?
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] QPR.
[AGENT][NEUTRAL] OK, yes, so they, yeah, they're, no, they have not made any payments. I see where they were billed 12-19 and 126.
[CUSTOMER][NEUTRAL] OK, and I see where you saw where they're paid in arrears on the NPL2 screen, OK.
[AGENT][NEUTRAL] Right, the EMPS, yes.
[CUSTOMER][POSITIVE] OK, got it. OK, alrighty, thank you.
[AGENT][NEUTRAL] Or
[AGENT][POSITIVE] Uh, you're welcome, dear. Bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.