AccountId: 011433970860
ContactId: f22402f1-63cb-4595-b8a7-f8b436756e7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744880 ms
Total Talk Time (AGENT): 376603 ms
Total Talk Time (CUSTOMER): 274182 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f22402f1-63cb-4595-b8a7-f8b436756e7a_20250107T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hey, I've got a home dinger for you.
[AGENT][NEGATIVE] Oh no, no, no, no, no, we don't do them singers today.
[CUSTOMER][NEUTRAL] No humdingers. OK, so I have Ms. [PII] on the phone.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number that she gave me was 238-4223.
[CUSTOMER][NEUTRAL] But it's not pulling in for her.
[CUSTOMER][NEUTRAL] Under group 22144.
[CUSTOMER][NEUTRAL] So she called and I do see her under policy number 242-4429.
[CUSTOMER][NEUTRAL] And it's a lapsed policy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But she said she is being bank drafted.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] She received an email from us to fill out her paperwork to support her policy.
[CUSTOMER][NEUTRAL] But the the paperwork that she got back had that first policy number that I gave you with the wrong social security number.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Uh, the social security number, her so now this is her good good social security number that that's this, that's it.
[AGENT][NEUTRAL] You, OK, you keep you alright, so hers, OK, go ahead, her.
[CUSTOMER][NEUTRAL] Her good one is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is her other, what was her good, her good policy number?
[CUSTOMER][NEGATIVE] The bad
[CUSTOMER][NEUTRAL] She, I don't have an active policy for her.
[AGENT][NEUTRAL] We there, OK, or the number that you had for 24, was it 244?
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] No 242 4.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 429.
[AGENT][NEUTRAL] 242-4429
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me
[AGENT][NEUTRAL] Holy cows.
[CUSTOMER][POSITIVE] All the information, all the information on this policy number that I just gave you is correct.
[CUSTOMER][NEUTRAL] It's just lapsed.
[AGENT][NEUTRAL] Alright, give me one second. 242-442-9.
[CUSTOMER][NEUTRAL] Let me go back to her and let her know that I'm explaining to you what's going on so that she.
[AGENT][POSITIVE] OK, that's a thank you, dear.
[CUSTOMER][NEUTRAL] She doesn't think that I forgot about her.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Her policy just turned 121. When did it last draft?
[AGENT][NEUTRAL] Well, it looks like it drafted and was added back.
[AGENT][NEUTRAL] OK, it drafted 12:23, but then it was added back 12:30.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Put Miss, OK, I don't, I don't even know what we're doing. Um.
[CUSTOMER][NEUTRAL] Oh well just let her talk you'll figure it out because that's what she did with me.
[AGENT][NEUTRAL] [PII], have
[AGENT][NEUTRAL] OK, dear. Um.
[AGENT][NEUTRAL] Um, so she is, wait, so the group number she's with is 24732, not 22144.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK. I was like, that's two different groups. All righty, right, right. OK, OK, I'm just trying to think it out loud. OK, yes, she was just trying to, that portability, I think it's for that GC 702. All right, put her through there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Which she doesn't have OK I will thank you.
[AGENT][POSITIVE] OK. All right. Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you today?
[CUSTOMER][NEUTRAL] I am doing just fine, [PII] how are you?
[AGENT][NEUTRAL] I am fine, thank you, thank you. So, [PII] was trying to explain everything to me. You received portability information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] To continue with your policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Did it have the wrong policy number on there?
[CUSTOMER][NEUTRAL] It has a certificate number and a group plan number.
[AGENT][NEUTRAL] What certificate number did it have on there for you?
[CUSTOMER][NEUTRAL] 238-422-23
[AGENT][NEUTRAL] Yes, that is not you. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes. Oh my goodness. OK.
[CUSTOMER][NEUTRAL] They, this, this lady was.
[AGENT][NEGATIVE] That is definitely not you. OK.
[CUSTOMER][NEUTRAL] This leg was very
[CUSTOMER][NEUTRAL] Urgent that if if this wasn't done within that day that my coverage would end.
[CUSTOMER][NEUTRAL] And I just
[AGENT][NEUTRAL] right
[CUSTOMER][NEGATIVE] did not want that to happen.
[AGENT][NEUTRAL] OK, so you do want to continue with your coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, let me look at some stuff real quick.
[AGENT][NEUTRAL] That's not what is going to look into that other policy number and see if some information for you got imaged under it.
[AGENT][NEUTRAL] Thank you 242 termination notice. OK, let's look at that other policy number now 023842223.
[AGENT][NEUTRAL] Is there a
[AGENT][NEUTRAL] There's not even any correspondence under there. OK, Ms. [PII], so what I'm going to do.
[AGENT][NEUTRAL] I send a uh request to have that information sent back to you. I will let them know that you received the information with the wrong policy number and it probably had the wrong group number on there as well, did it not?
[CUSTOMER][NEUTRAL] Yes ma'am, she said it was for another school district and I'm with his.
[AGENT][POSITIVE] Exactly, yes. And different benefit amount, I mean, uh, premium even.
[AGENT][NEUTRAL] Big difference. OK, so I am going to request the portability information with your correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let them know that it was originally sent out under that other group number.
[AGENT][NEGATIVE] that you never received the correct information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, this song that I
[AGENT][NEUTRAL] So we are
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] And I see anything in the mail either, you know, showing an updated.
[CUSTOMER][NEGATIVE] it was just seeing my my cell number and that's I was afraid that I was being hacked or something and just didn't know it at the time.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Um, well, hopefully, we were gonna get you taken care of today. So, um,
[CUSTOMER][NEUTRAL] Well, I
[AGENT][NEUTRAL] Yes, we've got to get you taken care of today. Oh, you know, I just like to get your information. So we'll, uh, and they, and, and Tory did verify all your information that it's correct, your address and everything, correct?
[CUSTOMER][NEUTRAL] Uh, oh gosh, on this form, it actually has my old address on it.
[CUSTOMER][NEUTRAL] When it it should have my.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] New address on it.
[CUSTOMER][NEUTRAL] I didn't even notice that until just now.
[AGENT][NEUTRAL] What is, what is the old address? Let me just see if that's what we still have.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK. No, we have a different address for you.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] OK. So what is your address real quick?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Only because I'm curious, the social security number that you have, is it ending in [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] So, wow.
[AGENT][NEUTRAL] Is that your, what is your, is that not your social?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what because I, I was getting ready to file a couple days ago, you know, I, I'll wait until my staff gets high.
[CUSTOMER][POSITIVE] And I just glanced at it and I noticed that's not my social security number, you know, and then, you know, [PII] holiday was around, so I just put it up until today and um thought I better call, you know, because this is a good policy. I had it with my husband and it's a very good policy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Yes, so we do wanna get you taken care of. Will you verify your address for me real quick?
[CUSTOMER][NEUTRAL] Yes, now [PII] had it. It should be [PII].
[AGENT][POSITIVE] Wonderful. That is what we have now for you.
[AGENT][NEUTRAL] So just wanna make sure you know before we send any more information out to you that.
[AGENT][NEUTRAL] It goes to the right place. OK. So I am going to let them know that, you know, that
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] You just received information for a completely different insured altogether.
[AGENT][POSITIVE] So we will get you taken care of and hopefully get that out to you just as soon as possible.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They, you know, they work things in the order that they come in so hopefully we can get you, uh, taken care of very, very, very, very quickly, um, so they do be looking for that information, you know, we asked like 5 to 7 business days roughly just be looking for that information and Ms. [PII], if you have not received that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In 7 days, please give us a call so we can make sure that it has been mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do I, do I ask for Tory or Lisa, or do I just ask anyone?
[AGENT][NEUTRAL] Anybody can look, I'm gonna have notes, Tory's gonna have notes. So anybody's gonna, anybody should be able to look at it and see that.
[AGENT][NEUTRAL] You know that we did request this information today to be mailed to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][POSITIVE] But you're certainly welcome to ask for me. As for [PII], definitely. So.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But anyone should be able to assist you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I do appreciate much.
[AGENT][POSITIVE] Yes, ma'am. Well, we definitely apologize for this. So I'm goodness. All right, we, we're gonna get you taken care of, Miss [PII] just as quickly as we can.
[CUSTOMER][NEUTRAL] Well, I trust you there. Uh, I know that our coop wouldn't have taken, I mean.
[CUSTOMER][NEUTRAL] I've been under this policy since [PII], so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] It's, it's a good policy.
[AGENT][POSITIVE] Good, good, good, good. Yes, and your premiums and benefits shouldn't change. You would just get a different uh policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Well, Ms. [PII], is there anything else we can assist you with at this time?
[CUSTOMER][NEUTRAL] No, [PII], if, if you can just follow through, that's all I ask for.
[AGENT][POSITIVE] I'm in the process of it as we speak, so we are gonna get that taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So are
[CUSTOMER][POSITIVE] Well thank you and you one day, OK.
[AGENT][POSITIVE] You as well, and thank you for calling APL and we will get you taken care of, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.