AccountId: 011433970860
ContactId: c16da510-9e79-47dd-be26-41d89452bd69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454769 ms
Total Talk Time (AGENT): 282787 ms
Total Talk Time (CUSTOMER): 89858 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c16da510-9e79-47dd-be26-41d89452bd69_20250107T22:18_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], it's [PII]. How you doing?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you, dear?
[CUSTOMER][NEUTRAL] I'm good. So I have a question. I'm in between customer service and group billing. So it's a insured, she has a
[CUSTOMER][NEUTRAL] Uh, cancer policy is ISD. She's calling to make a payment over the phone, but to activate the policy, she said somebody would tell her she had to start all over. So I didn't know if I need to get the customer service first to get it active and then go to group billing for the payment.
[AGENT][POSITIVE] Oh, OK, what's the number, dear? Let's just, let's just do what we gotta do and get her done, girl.
[CUSTOMER][NEUTRAL] It's 242-579-1.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let's see, we're just gonna see what we got and she is going to make a payment, right?
[CUSTOMER][NEUTRAL] Mhm. She says she wants to make a debit card payment for December.
[AGENT][NEUTRAL] OK, that will go to billing.
[AGENT][NEUTRAL] Is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She just, she hadn't been lapsed anytime.
[AGENT][NEUTRAL] She just need to make December and January's statement. Wait a minute, wait a minute, wait a minute, wait a minute, wait a minute, wait a minute, wait a minute. I don't know if I can do that. Hold on. Hold on. I just thought about something.
[CUSTOMER][NEUTRAL] OK, so what's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh God, is this one of these groups? We're gonna need, I, I'm gonna need you to go to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Shoot. Hold on. It's gonna make me put a freaking note in here because I don't know, I think it may be lapsed because it's supposed to, um.
[AGENT][NEUTRAL] Hold on. Let me go back to [PII]. Let me go to CUINQ.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm wondering if she's supposed to have that GCP 24.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEGATIVE] Oh my God, I hate these groups. See, I don't know which, let, let me ask [PII] if Fort Worth ISD.
[AGENT][NEUTRAL] This is crazy, girl. This stuff is just crazy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is this one a big group.
[AGENT][NEUTRAL] Breaking out in hives over here, sister, mm mm mm mm.
[AGENT][NEUTRAL] She, she said the girl, I was sitting there, my, my I am, she was eyeing me like crazy. OK, so she gonna have an issue too. We're gonna be bouncing issues back and forth.
[AGENT][NEUTRAL] Holy cow, she's typing a book.
[CUSTOMER][NEUTRAL] She might be confused.
[AGENT][NEUTRAL] As far as I know, the Texas scripts changed from GC 14, GC, OK.
[AGENT][NEUTRAL] She can't make it. OK, OK, OK, hold on, so she.
[AGENT][NEUTRAL] So she can not make a payment on this current policy.
[AGENT][POSITIVE] Yeah, correct, correct, my [PII], correct.
[AGENT][NEUTRAL] Do you know, oh God, is there any notes that says.
[AGENT][NEGATIVE] People not putting notes and stuff. No change. Miss [PII] called for fax number to send renewal paperwork. Insurer called back because she received a check from us to your premium being paid on laps policies. She sent the port paperwork back, but looks like we never received it.
[CUSTOMER][NEUTRAL] Let me check them.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Hold on, I'm, I'm, I'm about to take her from me. I'm, I'm about to have to take her from you. Give me 11 2nd.
[CUSTOMER][NEUTRAL] Oh, that's would be what she's talking about.
[CUSTOMER][NEUTRAL] You sure? OK.
[AGENT][NEUTRAL] state that she
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So in.
[AGENT][NEGATIVE] Poor, poor paper work, but we never received, oh my [PII], received it. I can't even.
[AGENT][NEGATIVE] It's a free paperwork. Oh well, didn't matter, you know, who cares? Um, hold on, I can't, you just don't know. I'm all over the place. I feel like, like I'm a candle wax. I'm just being melted and it's just running everywhere.
[CUSTOMER][NEUTRAL] Uh, this, I think we all are at this point.
[AGENT][NEUTRAL] Oh, I think so too, honey. Yeah, put Miss [PII] through. I'm gonna give her the uh care team's email address so she gets send that poor paperwork in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[AGENT][NEGATIVE] I hope she kept a copy of it. Dear God, I hope she kept a copy of it.
[CUSTOMER][NEUTRAL] Oh, you know what, she's not even on the phone no more.
[AGENT][NEGATIVE] OK, she needs to if she calls back, she needs to either fax or email that poor paperwork. She cannot reinstate this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's got to go to the CP whatever I wanna say CPA that's not right, GCP 24.
[CUSTOMER][NEUTRAL] OK. So I'll put that in the note. She has to fax or email the port form before we can issue a policy.
[AGENT][NEUTRAL] Oh, [PII] said she talked with this lady yesterday. That's why she started typing the second I, um, 000, I did get some check your
[CUSTOMER][NEUTRAL] She already knew
[AGENT][NEUTRAL] Work workflow folder. I think a port.
[AGENT][NEUTRAL] Paperwork.
[AGENT][NEUTRAL] Came through for someone.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][MIXED] Holy cow. It, it hurt, it hurt. OK, let me, let me go fuck girl if I figure out where I'm trying to go in this, this, this stuff, this would be awesome.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Now you can, we can end our calls that she's gone unless you just need to finish up some notes before you get another call.
[CUSTOMER][NEUTRAL] Yeah, hold on one second.
[AGENT][NEUTRAL] I'm fine. I'm fine. I'm going to, I am going to their, their folders now. I just got to look at who we got over the LM. So this should be [PII] right here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's in workflow. We've got the new paperwork. OK, so, so uh she can pay on the new policy once it gets set up.
[CUSTOMER][NEUTRAL] OK, so we don't need that.
[CUSTOMER][NEUTRAL] Part paperwork.
[CUSTOMER][NEUTRAL] OK. So the next person that gets there at least they'll know that part.
[AGENT][NEUTRAL] OK, so you did say that customer service has the paperwork to do the GCP 24.
[CUSTOMER][NEUTRAL] Mhm. And we received the court paperwork and she can pay on the new policy once it's set up.
[AGENT][NEUTRAL] You, you are.
[AGENT][POSITIVE] What's it, yes, thank you, [PII]. Once set up, yes, Bravo, OK.
[CUSTOMER][POSITIVE] Alrighty, there we go. Teamwork make the dream work.
[AGENT][NEUTRAL] All right, honey.
[AGENT][POSITIVE] That's right, girl, that's right.
[CUSTOMER][POSITIVE] All right. Bye-bye. Thank you. All right, you too. Bye-bye.
[AGENT][POSITIVE] Thank you, sweetie. Have a good day. Bye.