AccountId: 011433970860
ContactId: d360a06c-5c53-4a4b-9982-20829419f2be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 756200 ms
Total Talk Time (AGENT): 151874 ms
Total Talk Time (CUSTOMER): 395621 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d360a06c-5c53-4a4b-9982-20829419f2be_20250128T21:59_UTC.wav
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[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling. I called this morning to get some information on the policy that I have and I was supposed to be called back and I was getting kind of worried about not getting a call back if I called right around [PII] or so. So I'm trying to find out, uh, she said my, my policy number had been changed. My policy number was 695286.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she said, now that the policy number has been changed, that number is, what did I do with it?
[CUSTOMER][NEUTRAL] Uh, 19, let's see, just a minute maybe I felt I had right here. It's 1090409.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I asked her why I had the number been changed. She said that it was because it was such an old uh policy that they changed the number with it.
[AGENT][NEUTRAL] OK. Uh-huh. I see that. OK.
[CUSTOMER][NEUTRAL] So I'm trying to see, uh, she, she said she, she couldn't see anything but uh a one person policy, but my husband was on it. In fact, um, my whole family was on it, but as my children grew older, uh, and they're grown now, I took them off the policy and just left myself and my husband.
[CUSTOMER][NEUTRAL] But she said it's not, my husband is not on it and I'm trying to find out why not.
[AGENT][NEUTRAL] OK. Let's see here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We have.
[CUSTOMER][NEUTRAL] That foreign words and phrases.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] was
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the.
[CUSTOMER][NEUTRAL] Grant
[CUSTOMER][NEUTRAL] World War 2 for 8.
[AGENT][NEUTRAL] OK, let me see. I'm just checking to see if I see any notes or let's see.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Flew in World War II.
[CUSTOMER][NEUTRAL] For K6 made up of Muslims from the [PII].
[CUSTOMER][NEUTRAL] British units evacuated from this French seaport in [PII].
[CUSTOMER][NEUTRAL] What is?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It is not it.
[AGENT][NEUTRAL] Yeah, everybody in customer service was in a meeting earlier but they should, they should be back by now, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, [PII], for security, let me just verify, please, can I get your um address and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you and then the email on file is [PII]. Is that still accurate?
[CUSTOMER][POSITIVE] Yes, yes, ma'am, that's accurate.
[AGENT][NEUTRAL] OK, great. Alright, um, let me get somebody over there on the line in case something happens on the transfer is this [PII] a good call back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It is thank you.
[AGENT][NEUTRAL] OK, great. Alright, one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you?
[AGENT][POSITIVE] I'm good. Thank you so much for asking. Can I give you a uh policy number to look at with me?
[CUSTOMER][NEUTRAL] Certainly, yes.
[AGENT][NEUTRAL] Oh, thank you. All right, that number is gonna be 01.
[AGENT][NEUTRAL] 090409 should come up for a Miss [PII].
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] I start hiccup and sorry I said because lunch, I walked in the door and had to fix a big extra strong pot of coffee.
[CUSTOMER][NEUTRAL] Oh my, OK, Ms. [PII]. All right, and how can we assist Miss [PII] today?
[AGENT][POSITIVE] I'm right.
[AGENT][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.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, there was never a spouse after it.
[CUSTOMER][NEUTRAL] I don't see, you know, he.
[AGENT][NEUTRAL] Yeah there
[AGENT][NEUTRAL] Yeah, I know, she had one on the previous policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She sure did, girl, but but 2 years laps between that policy and the next one.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEGATIVE] Like it was just never added.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Yeah, why is she waiting 10 years later to come check on me? I'm sorry. I'm having a moment.
[AGENT][NEUTRAL] I don't. No, it's totally fine, girl, it's totally fine.
[CUSTOMER][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 [PII] HI [PII], [PII]. She's been paying 3580 since uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Individual premium, uh, let's pull up the policy.
[CUSTOMER][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.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I was trying so hard.
[AGENT][NEUTRAL] That's.
[CUSTOMER][POSITIVE] And it was actually a work call with another collea[PII] and we were getting tickled over some work stuff like, oh my.
[AGENT][POSITIVE] Tickled pink, I got you.
[CUSTOMER][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, you're let's find. OK, let's find this application here.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's trying to pull up, honey. It's spinning. That's it.
[AGENT][POSITIVE] No worries, no worries.
[CUSTOMER][NEUTRAL] Uh, she's the only one on the application.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I am looking at it, yep, uh, 3580. There is no spouse listed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Nope, not a spouse listed this effective 101 15.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You're sure not. Mm mm mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Ah, nope.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][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.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] I'm, I'm moving on to the agent screen right now to see if he's, oh, he's not even active.
[CUSTOMER][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. Oh crap, I'm hitting the wrong everything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][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.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] And the broker is termed.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I payroll no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] With the [PII] agency, you know his name I'd stay on one screen, that'd be all right.
[CUSTOMER][POSITIVE] Yeah, I have a feeling she's gonna wanna add him too.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh God, OK, that's too.
[CUSTOMER][NEUTRAL] OK, tell her, let Miss [PII] know if you would.
[CUSTOMER][NEUTRAL] If she's wanting to add him to her first. I don't know what to tell. I'm, I'm just gonna tell we're gonna have somebody review it. That's all I'll do is tell I'm gonna have somebody to review it and get back with them, see what she wants to do it at first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll just transfer her to you then if you're OK with that.
[CUSTOMER][NEUTRAL] Yeah, yes, that's fine. That's fine.
[AGENT][POSITIVE] OK. Here she comes. Thanks.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm great and yourself? I am fine, thank you.