AccountId: 011433970860
ContactId: d286db71-107e-4860-b76c-d574788bfedb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 773429 ms
Total Talk Time (AGENT): 192011 ms
Total Talk Time (CUSTOMER): 205357 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d286db71-107e-4860-b76c-d574788bfedb_20250624T18:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in the billing department. How are you?
[AGENT][POSITIVE] I'm good. How about you, Miss?
[CUSTOMER][NEUTRAL] Good, um, I have a group on the line, um, who
[CUSTOMER][NEGATIVE] Um, they're calling about, uh, it's really a customer service issue, but I know we're supposed to transfer them to you guys, but they kind of need to speak with someone in customer service, um, but I didn't know if you want me to let you know what's going on and then maybe need to transfer them.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] What is in regards to?
[CUSTOMER][NEUTRAL] Um, they, uh, and one of their employees passed away, um, back in May, and they emailed, um, to let us know about it, um, and I terminated the policy, um, but.
[CUSTOMER][NEUTRAL] They are still waiting on um customer service to get the plan converted because her husband wants to keep the plan for him and his son um and that still hasn't that's see there was a hub request put in um but it's still marked as not started.
[CUSTOMER][NEUTRAL] And this was back on [PII].
[AGENT][NEUTRAL] OK, so, um.
[CUSTOMER][NEGATIVE] But it's a signed for [PII] in customer service, but it no one's done anything with it.
[AGENT][NEUTRAL] So you um.
[AGENT][NEUTRAL] You send a hub request or you see a hub request or where did you see that information?
[CUSTOMER][NEUTRAL] Yeah, the hub request
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 372-39.
[AGENT][NEUTRAL] 7239. OK. OK, what's the group number?
[CUSTOMER][NEUTRAL] 13,720
[AGENT][NEUTRAL] Mm OK. And who do you have in the lungs?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Um, she, uh, verified the account, but she's not one of the group contacts.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Give me just a second let me see if she's.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] You know if she's the one that's sending the email?
[CUSTOMER][NEUTRAL] No, she's not. It was uh [PII].
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, what is the member's name? Let me see if I can find him for her.
[CUSTOMER][NEUTRAL] [PII]. Her policy number is 2556317.
[AGENT][NEUTRAL] You said 2556317?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And let me uh check in with um who I have on the phone because she's been on hold for a few minutes now.
[AGENT][NEUTRAL] OK, so the person who passed away was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII] passed away.
[CUSTOMER][NEUTRAL] Yeah, she was the policy holder, she's the employee.
[AGENT][NEUTRAL] OK, and [PII] is the one that wants to keep the policy.
[CUSTOMER][NEUTRAL] Um, that's her husband. I didn't work in [PII] AM to see if that's his name.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] But her husband wants to keep the policy for her and her son, for him and his son.
[AGENT][NEUTRAL] OK. OK, go ahead and put um put her through.
[CUSTOMER][NEUTRAL] OK, the information. Hi, are you still there?
[CUSTOMER][POSITIVE] Yes ma'am, I'm still here. OK, I have [PII] on the line um with our customer care team and she's gonna be able to assist you further with this, OK?
[CUSTOMER][POSITIVE] OK sounds great thank you so much have a good day.
[CUSTOMER][POSITIVE] You too bye. Thanks bye bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] with the care team, and uh so you was transferred over to us because um Ms. [PII] was letting me know that um there's an employee that passed away and an email was sent to us, um, because the policy needed to be terminated for just for that member, but the husband wants to keep the policy. Is that correct?
[CUSTOMER][POSITIVE] That is correct
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see here. Looks like there was a request on the [PII], um, for this to be taken care of. Um, let me check and see where they are with this, um.
[CUSTOMER][NEUTRAL] Because she's still showing up on our bill and because nobody's reached out to the husband to get the money she has no more paychecks so we need her to come off our bill and someone to reach out to him so he can get it fixed so y'all can start collecting the money.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] For the policy for him and the baby.
[AGENT][NEUTRAL] OK, so basically he needs to just keep it.
[CUSTOMER][POSITIVE] I call him my baby. He's [PII] old, but he's still a baby to me.
[AGENT][NEUTRAL] OK. All right. Um, let me, let me see where they are with that request. Um,
[AGENT][NEUTRAL] Do you mind if I put you on hold for a little bit longer? I'm just gonna go ahead and check on that request really quick.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] Oh no, I don't mind at all. Thank you so much. Thank you.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] Uh, one more thing, Ms. [PII], let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is my direct number.
[AGENT][POSITIVE] OK perfect thank you one moment.
[CUSTOMER][NEUTRAL] Right. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] He lived in the one bedroom apartment.
[AGENT][NEUTRAL] Thank you for holding. OK, Ms. [PII], um, I went ahead and check on that. I don't see that they have worked on it, but I went ahead and sent another request urgent. Um, what is his phone number, his callback number?
[CUSTOMER][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me give it to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] His callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] That is correct. His name is [PII], and he goes by [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, OK. Um
[AGENT][POSITIVE] OK, let me make sure I get everything in and I did mark it as urgent so they can go ahead and work on it as soon as possible.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I love my headset, Mr. [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, and I do apologize, but yeah, I went ahead and send that over including the information about today's call and his callback number, OK?
[CUSTOMER][NEUTRAL] OK, so you guys should be able to get him set up and get her off of our rail because we can't pay it because.
[CUSTOMER][NEUTRAL] We can't.
[AGENT][NEUTRAL] Yes, as soon as they uh go over the information about how to keep the policy like for the policy into his name, then we can go ahead and get that set up and remove it from the group, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That's perfect that'll work all right sounds great. Hopefully you can get that done pretty quickly have a wonderful day, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well, Ms. [PII]. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.