AccountId: 011433970860
ContactId: e740e1df-f93c-4f1d-abd4-8f0491aee399
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430260 ms
Total Talk Time (AGENT): 235125 ms
Total Talk Time (CUSTOMER): 113646 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e740e1df-f93c-4f1d-abd4-8f0491aee399_20250528T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. Can you please look at a policy? I've got an insured on the line.
[CUSTOMER][NEUTRAL] But I don't know what to tell him based on these notes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 248-801-4
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] All right, hang on one second.
[AGENT][NEGATIVE] Oh crap.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's a CWA policy.
[AGENT][NEUTRAL] Future lapsed date of [PII] was added to the policy earlier this month.
[CUSTOMER][NEUTRAL] Right, but the night before that,
[CUSTOMER][NEUTRAL] Says that he was reinstated effective [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then I don't know who that A [PII] is.
[CUSTOMER][POSITIVE] Great a hub request for group billing to bill account from 21 to current.
[AGENT][NEGATIVE] And it doesn't look like it has been. It only got built for one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] CWA um.
[CUSTOMER][NEUTRAL] I know who that person is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know who that is [PII] uh, yeah, I don't know who um [PII] might be um.
[CUSTOMER][NEUTRAL] That's, I think that.
[CUSTOMER][NEUTRAL] So what do I need to tell this gentleman?
[AGENT][NEGATIVE] I ain't got a clue. Um.
[AGENT][NEUTRAL] Only thing I can suggest.
[AGENT][NEUTRAL] Is getting his information and sending a hub hub request to Bree or sending an email to Bree so she can look into this because I don't know who [PII] is. I don't know who the [PII] is. I don't.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's [PII], but I don't know about anybody. I'll just send a hub request to tell him that we're gonna have to do some research and someone will call him back.
[AGENT][NEUTRAL] Yeah, cause I don't know, I don't know.
[AGENT][NEUTRAL] Uh, not mine.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] For it to be reinstated effective [PII], but then the EFT file EFT EFP file is still saying that he needs to be lapsed and so that's why I got relapsed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it sounds like CWA needs to get their file correct if this policy is actually supposed to be active, and then they also need to send the premium because it'll, uh, I mean, it will at the end of this month, even if it was to be reactivated, the policy will go back into lapsed status because it's that far behind. So, yeah, I would just get his information and get Bree to look at it.
[CUSTOMER][NEUTRAL] So did they not, yeah, because
[CUSTOMER][NEUTRAL] Yeah, cause reinstated with a lapsing, OK.
[CUSTOMER][NEGATIVE] Create a request for group billing to bill account from 21 to current, but you said you don't even see that. Is that correct? Did they bill them?
[AGENT][NEGATIVE] It, it wasn't, yeah, it was not sub-build. It just was billed regularly on [PII].
[CUSTOMER][NEUTRAL] And there's no
[CUSTOMER][NEUTRAL] Yeah, and they didn't, they didn't document a hub ticket number or anything in here. Uh well, if you're looking at the notes you can see that. So OK, I'll send somebody else on a scavenger hunt. I'll just tell him we're gonna, um, do some research.
[AGENT][NEUTRAL] Yeah, cause that, um.
[AGENT][NEUTRAL] That's per email. I want about email.
[AGENT][NEUTRAL] I wonder where the email would actually be.
[CUSTOMER][NEUTRAL] Who knows?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, I mean, the only thing we can do right now is try to figure out where all of our ducks sit because
[AGENT][NEUTRAL] There's nothing there as far as an email.
[CUSTOMER][NEUTRAL] It looks to me like they're on a bunch of different ponds.
[AGENT][NEUTRAL] Yeah, and it looks to me like, well, it looks like CWA ain't got their ducks in a row either because they're still sending over on a file feed that the policy is supposed to be lapsed effective [PII]. So it's literally going from activated to lapse, activated to lapse because it's still coming over on the policy like that.
[CUSTOMER][NEUTRAL] Looks like the ducks are scattered.
[CUSTOMER][POSITIVE] Over on that file. Correct.
[CUSTOMER][NEUTRAL] I think I'm gonna tell, yes, and I think I'm gonna at least tell him that much.
[CUSTOMER][NEUTRAL] And that we're gonna do some research but that it does appear that we are still receiving.
[CUSTOMER][NEUTRAL] A file that is showing his termination date of [PII].
[AGENT][NEUTRAL] Mhm, mhm. I'm looking at the email hustle and generally policy for Alvaro, whatever has been reinstated effective. [PII], there's a lapse in coverage from August to reinstated today. OK, that's what we did. [PII] sent us the email.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Back on [PII], so that's when it got reactivated.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I'm not sure you can help the fast about any on the test I was it was included in a file that was sent to us on [PII], but the file mysteriously for lack of better description was never delivered. I'm still trying to figure out what happened. I don't care about what happened with all that, um.
[AGENT][NEUTRAL] I'm pretty sure it's out there. The system does not issue the policy number that doesn't send back on the payload it. It is missing because we did not receive it. That may be helpful in first bank it, um.
[AGENT][NEUTRAL] Yeah, it looks like he was in fact supposed to be reactivated.
[AGENT][NEUTRAL] Um, 21, but.
[AGENT][NEGATIVE] Customer service didn't still bill or I don't know how CWA does their stuff, so.
[AGENT][NEUTRAL] And this is listed under one of the credit card payment or credit card CWA group, so that insured.
[AGENT][NEUTRAL] I'm gonna assume it has, I don't know, um, somebody, Bree might need to look into this a little bit further because I don't know nothing about CWA.
[CUSTOMER][POSITIVE] OK, well, I'll just tell him that we're gonna, yeah, I'll, I'll tell him what I'm gonna tell him and then um I appreciate you looking at it though, [PII]. OK, all right, thank you so much. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye.