AccountId: 011433970860
ContactId: f113b44d-2d99-44ad-b61d-f6d734cfb34e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 880460 ms
Total Talk Time (AGENT): 269443 ms
Total Talk Time (CUSTOMER): 345972 ms
Interruptions: 5
Overall Sentiment: AGENT=-1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f113b44d-2d99-44ad-b61d-f6d734cfb34e_20250310T20:14_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh no. This is [PII].
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] I don't want you to hate me.
[AGENT][NEUTRAL] [PII], when you leave like that, what do you expect from me?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] You know me, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh gosh. Oh.
[AGENT][NEGATIVE] I just got off the phone with a mad one, so.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Um, oh no. OK, I'm gonna give you this policy number. It's an elderly couple that I'm speaking with.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I want to speak with someone about benefits. That's, that's why I'm transferring. Um, oh my gosh, I hope I have not confused them.
[AGENT][NEUTRAL] The policies.
[AGENT][NEUTRAL] Well, the policy is termed.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It is [PII], but they did receive a letter, you know, offering them to catch up payments and to keep it active.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But um she, the man has been dropped off and he's the primary insured, but now she's the primary insured because he um
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Term due to age.
[CUSTOMER][NEUTRAL] But it makes me wonder too if she should be termed due to age. I'm looking everywhere I can think of to find the termination age on this thing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But like he, they were, we just went around trying to figure out like he didn't, they don't remember having it and then they kinda do remember having it and oh gosh.
[CUSTOMER][NEUTRAL] I'm just trying to look for that termination age.
[AGENT][NEUTRAL] And there's no policy certificate. There's no policy search.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Nothing. There's nothing.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] But it's intensive care. I don't know. Oh, she was saying she had a procedure done.
[CUSTOMER][NEUTRAL] I am looking, I'm still looking.
[CUSTOMER][NEUTRAL] But if she won't know if it be covered, she's in the hospital and stuff and I, you know, I don't know.
[AGENT][NEUTRAL] I don't know either.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] Oh gosh. I'm still looking for that.
[CUSTOMER][NEGATIVE] Dang it, I hate these old policies, darn.
[CUSTOMER][NEGATIVE] Intensive care cause I'm just wondering if she should be termed anyway. I know what that would make them mad but I can't help it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, do you mind holding just a minute?
[AGENT][NEGATIVE] I don't see them because I don't even know what to tell them. I mean, I don't have anything to look at.
[CUSTOMER][NEUTRAL] You want me to hang up and call back because I sure.
[AGENT][NEUTRAL] They're gonna
[AGENT][NEUTRAL] Well, I mean, no, they're gonna have to go. I mean, they're gonna have to speak to somebody over in the claims area on this one. They may know about it.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] With not without me not having a policy?
[CUSTOMER][NEUTRAL] Well, I did
[CUSTOMER][NEUTRAL] Right, but I did do the claims queue. Did it? I don't.
[AGENT][NEUTRAL] That claims support.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Claim support. What is that?
[CUSTOMER][NEUTRAL] I just did the I see intensive care, like cancer, disability intensive care.
[AGENT][NEUTRAL] Oh yeah, all that's rolling over to us now, but I mean, if I don't.
[AGENT][NEGATIVE] So frustrating.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So it's.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] That's fucking.
[CUSTOMER][NEGATIVE] I see you can't even find any kind of documents on this thing.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] This is gonna be one where somebody's gonna, I mean, like I have to call them back, I, I guess.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. I can do that.
[AGENT][NEUTRAL] OK, so I can't even, mm mm.
[AGENT][NEUTRAL] Hold on, let me.
[AGENT][NEGATIVE] I'm safe flabbergasted after this last call, [PII], I can't, I can't even think straight right this second.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I get it though.
[AGENT][NEUTRAL] They're just they're just gonna have to hold him. I'm sorry, let me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, so many people being out this week.
[CUSTOMER][NEGATIVE] What I don't understand is
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Like he turned a few years ago because of age.
[CUSTOMER][NEUTRAL] I would think she should have turned by now because of age.
[CUSTOMER][NEGATIVE] But they got a letter offering to let them keep it. So I just, I don't, I feel like that was not right to send that out.
[AGENT][NEUTRAL] It's
[AGENT][NEGATIVE] I think we need to check on this, [PII], not only because of that, because there's no point in going through all of that if it's not, if they're not even eligible.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, let me sit here and think.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Made a policy built for one and uploaded.
[AGENT][NEUTRAL] But I
[CUSTOMER][NEGATIVE] And like the letter they got I don't even see that.
[AGENT][NEUTRAL] Of course, you don't.
[AGENT][NEUTRAL] You know how I feel about that, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Our call is being recorded, but I'm not, I don't, good because I'm so tired of not having notes.
[CUSTOMER][NEUTRAL] Right, I mean,
[AGENT][NEGATIVE] That's, that's as tiring as it's always been for me.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] But I can definitely let them know that somebody needs to call them back. I mean, you know.
[AGENT][NEUTRAL] I mean, because I don't even know.
[AGENT][NEGATIVE] So when you have your drop down on your phone, it does not have claims support.
[CUSTOMER][NEUTRAL] Let me say that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I support. I know I've never seen that, but I will sure try it.
[AGENT][NEGATIVE] I mean, I can't even find uh just like some old policy to even look at.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK excellent.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And see, like, this shows that the um
[CUSTOMER][NEUTRAL] The insured was canceled on his [PII] birthday.
[CUSTOMER][NEGATIVE] So that tells me she should also have been canceled on her [PII] birthday.
[AGENT][NEUTRAL] Well, yeah, because she wouldn't be able to keep that.
[CUSTOMER][NEUTRAL] Right. And that will fall into the time period of um
[CUSTOMER][NEGATIVE] What she's talking about, you know, it wouldn't be covered because we're gonna refund the premium.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Although this letter, I'm sorry, [PII], this just really
[CUSTOMER][NEGATIVE] It's frustrating too because the letter that they sent shows him as being the spouse. He's the primary insured. I mean, and I don't know. I don't like the the way the letter was sent out.
[CUSTOMER][NEUTRAL] And see that and send this letter out saying it's your one-time offer and I'm gonna have to turn around and say um
[AGENT][NEUTRAL] Well, you need to find out who sent the letter.
[AGENT][NEUTRAL] Step one and ask them.
[CUSTOMER][NEUTRAL] Right. I think that's an automatic thing. I really do. Um, but I will, yeah, I will tell them somebody need to call them back and, and I'll just, uh, you know, whatever, yeah.
[AGENT][NEUTRAL] Well, let me know if there's something that I need to do, but I'm gonna have to have.
[AGENT][NEGATIVE] I'm gonna have to have a policy before I could even help them if they're supposed to have it, but it doesn't sound to me like they should even have this policy. So I guess that one is verifying that, that that was not.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, that's what I'm wondering.
[AGENT][NEUTRAL] A miss type.
[AGENT][NEUTRAL] I mean, you know, that that was.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Cause how old is she?
[CUSTOMER][NEUTRAL] She is [PII] now. So that's 4 years, you know.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] And they've been paying premium?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] So the spouse, so he could age out, but she can't. I don't think that's right, [PII].
[CUSTOMER][NEUTRAL] I see, exactly, exactly. Like, are you crazy here?
[AGENT][NEGATIVE] I don't, I don't think that's correct.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] And if somebody don't start putting more detailed notes, and I know I'm guilty of it sometimes, but dad, gone.
[CUSTOMER][NEUTRAL] When you are really doing something, I really need to know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, my crystal ball's been broken a while. It itself.
[CUSTOMER][NEGATIVE] You need to get it back.
[AGENT][POSITIVE] And um I wish to [PII] I had that. Oh, I wish I did.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Nice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh this is that when [PII] was here, you know.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEGATIVE] Well, that's not helpful.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Scan policies folder.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII] is gonna be the term age on here.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] Oh, that's so garbage right there. I can't find, I, I, uh, mm mm. I don't know where to look for, even look for the folder, but. So you're gonna, are you just gonna tell them then you're gonna check to that, or you, what are you doing? I want us to do the right thing, [PII]. You know me. I want us to do the right thing here.
[CUSTOMER][NEUTRAL] Yes, yes. I'm just gonna.
[CUSTOMER][NEUTRAL] I'm just gonna tell him that I'm gonna need to call them back. Um.
[CUSTOMER][NEUTRAL] Uh, and, and just let them know it possibly could have, should have been turned when she turned [PII].
[CUSTOMER][NEUTRAL] Today's been a day of explaining why we keep messing stuff up. I tell you, that's the only kind of phone calls I've had.
[AGENT][NEUTRAL] Today is the day that, well, today's been a day for me, [PII], where these BWA people, that is, that is a group, that's a joke group.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Because that agent.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][MIXED] This lady, I felt so bad for her. I mean, she was frustrated, but she's very, you know, she's nice to me and thanked me for helping her and everything, but she, she told me that all they do is lie and make damn excuses.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] She's probably right.
[AGENT][NEGATIVE] That's what they all say, so I can't believe they're all lying. You know what I mean?
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] And sold them something that's not what they, you know, what they have is not what they told them that they were getting.
[CUSTOMER][NEUTRAL] All right. Um.
[AGENT][NEUTRAL] So, and those are hard calls because we're totally caught in the middle.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I don't know. OK. Well, will you, will you let me know about that one then if you're gonna check on that to see if they should have even gotten that letter?
[CUSTOMER][NEUTRAL] Yes, yes. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Sorry, I wasn't of more help.
[CUSTOMER][POSITIVE] Oh no, thank you.
[AGENT][POSITIVE] Oh, well, you're welcome. I didn't do anything, but yeah, you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] All right. I'll talk to you. OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.