AccountId: 011433970860
ContactId: ee2a5544-eaf6-4ab2-b114-88a7cf30e10a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543710 ms
Total Talk Time (AGENT): 140118 ms
Total Talk Time (CUSTOMER): 221374 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ee2a5544-eaf6-4ab2-b114-88a7cf30e10a_20250303T17:01_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and my policy certificate is 643693.
[CUSTOMER][NEUTRAL] Group 4368.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, let me turn this.
[CUSTOMER][NEUTRAL] OK, no, it's [PII].
[AGENT][POSITIVE] [PII]. OK, sorry about that.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yeah, you gave me policy 643693.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Uh [PII] and 25803.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's your email address on file, uh [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you for that. And how can I help you today?
[CUSTOMER][NEUTRAL] Well, I need to know who is on my policy.
[CUSTOMER][NEGATIVE] Cause I had my mother on it at one time and she has passed away.
[AGENT][NEUTRAL] OK, I'm showing it's an individual policy, just you under this policy.
[CUSTOMER][NEUTRAL] Just me. Well, it says coverage of family underneath it.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Yeah, let me, let me take a look. Give me one second.
[CUSTOMER][NEUTRAL] I had my hus I had myself and my husband and my parents on it, but both of them have passed away, but my husband should be on it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I've had it for years. I don't even remember when I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like 30 or 40 years, I think.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] I thought it was longer than that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see what's going on here.
[CUSTOMER][NEUTRAL] I guess I'm thinking about something else.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'll be darned.
[CUSTOMER][NEUTRAL] And I bought this with [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he was out about Mgie.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe it's just me. I
[AGENT][NEUTRAL] And I'm
[AGENT][NEUTRAL] I'm checking your
[CUSTOMER][NEUTRAL] I don't know why it says family coverage there.
[AGENT][NEUTRAL] Yeah I see that I see that and but I'm only showing you listed.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] [PII] is my husband's name.
[AGENT][NEUTRAL] Give me a give me a moment to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, if I only got it, if I only got it in [PII], my mother would have been the only one, or, or my husband would've been the only one on there.
[AGENT][NEUTRAL] Yeah, I don't show anyone on it but you so let's see.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh that be like that.
[AGENT][NEUTRAL] And so are you saying that your mom should be on the policy?
[CUSTOMER][NEUTRAL] No, my husband.
[AGENT][NEUTRAL] Your husband, OK.
[CUSTOMER][NEUTRAL] Yeah, since it's 2 it was another policy I guess I was thinking about for her, but I sure thought it was this one. It's a policy.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Maybe because it was
[CUSTOMER][NEUTRAL] Family, maybe but I don't know why.
[AGENT][NEUTRAL] Yeah, give me 1 2nd.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, [PII], and I may end up transferring you to the appropriate area cause I do show the family coverage, but I see that you're the only one on the policy. So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][POSITIVE] I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[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]. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Good. I have [PII]. She is the insured, um, under policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 643-693.
[AGENT][NEUTRAL] And I show that it's an individual policy listing [PII] only.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But when we we go to the PIBFT screen, it shows family.
[AGENT][NEUTRAL] Now she did say that her spouse was supposed to have been on this policy.
[CUSTOMER][NEUTRAL] Uh, this is weird.
[AGENT][NEGATIVE] And I didn't see any notes um from what the care team can see that indicates anyone was added or removed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I guess the application was processed by the group. Oh, no.
[CUSTOMER][NEUTRAL] It was processed by someone.
[AGENT][NEUTRAL] Yeah, this, this is OK, mode of payment too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Oh, this is a while ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And when was this policy, um,
[CUSTOMER][NEUTRAL] Or did
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] What, um, did she say or mention when was this policy ported?
[AGENT][NEUTRAL] Um, no, I don't show anything in the notes either about it being ported. I mean, she's had this since [PII].
[CUSTOMER][POSITIVE] Mhm. Yes, but if it's not to pay, um, 3, it means she, she has been taking care of it. OK. Mhm. Yes, I'm sorry, 2, yes, she has been been taken care of.
[AGENT][NEUTRAL] Yeah, mode of pay 2, motor mode of pay is too.
[AGENT][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] Sorry, I was a little confused. Um, OK, uh, it is for employer a while ago.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm gonna say this is gonna need a review because I'm not sure um the premium she's paying is for a family or for from or for individuals. If she has been paying for a family, which back then family would cover the spouse, um, we can just add the spouse information into the finance screen.
[CUSTOMER][NEUTRAL] But if not, then it, it, it is just covering her. So, yes, it, it will need a, a little bit of a review to look at the premiums and go back to those dates.
[AGENT][NEUTRAL] OK, so can you receive the call and explain that to her?
[CUSTOMER][POSITIVE] Yes, I can.
[AGENT][POSITIVE] OK, all right, well thank you so much and here she comes, she's real sweet.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] OK. Mm.