AccountId: 011433970860
ContactId: f2f305c7-d059-4096-a672-2d791f527ef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239750 ms
Total Talk Time (AGENT): 104582 ms
Total Talk Time (CUSTOMER): 131603 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f2f305c7-d059-4096-a672-2d791f527ef9_20250211T17:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, [PII], what's going on?
[CUSTOMER][NEUTRAL] How are you? Um, hey, I have somebody who wants to get appointed and has started down the no more forms path, uh, and it's, it's coming up that he's, you know, previously registered, but he told me it's, uh, you know, a company affiliation that he had.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 12 years ago or something like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How, how does he get out of the loop or get into the right place?
[AGENT][NEUTRAL] He has to uh give no more forms a call, um, for them to help him with like either, you know, uh changing his password or, you know, extracting some of that information, um, but yeah, there's no way we can, um, if he's already used no more forms as you know, under another agency or whatever, he has to give them a call to help get him in. Yeah. It, it should have, I think.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK cool and what's do you have that number handy?
[AGENT][NEUTRAL] I don't, but let me see if I, if I can get it for you.
[AGENT][NEUTRAL] I'm gonna be also sending you an email um.
[AGENT][NEGATIVE] On a new group that [PII] sold that had an unacceptable SIC, so beware when I send that one out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] Is now I do see I just pulled up the link.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I bet that's it. I can try it, try the number and and see if that's it, so OK, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, and, and then just real quick on on R&B, um, are you aware of the um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII] husband's claim.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Thing, OK, it's, uh, I tell you.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] It's like one kind of one bad thing after another with them, unfortunately. Um, long story short, her husband was in the hospital back in November, [PII] or something.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Slipped and fell, hit his head.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Needed either, you know, CT scan or something. Thankfully, he's fine, uh but she submitted a claim and we denied it basically because he was in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which I get, you know, that's the policy language but she wasn't aware of and.
[AGENT][NEUTRAL] What type of product did they, what plan did they have? Was it an accident or was it?
[CUSTOMER][NEUTRAL] Yeah, and yeah, an accident claim.
[AGENT][NEUTRAL] Well, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So and I had, I looked in the, you know, looked in the proposal.
[CUSTOMER][NEUTRAL] And said that I didn't see anything in there so I reached out to claims and one of the, you know, definitions for what is a what is a covered accident isn't in the proposal but it was in the in the uh in the policy itself so anyway um kind of tough for.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tough for them and you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It isn't uh it isn't a money thing obviously and you know [PII] does really well, but she just felt it was like the kind of the principle of the matter that so anyway but OK well I'll be on the lookout for that and then uh I will give uh give [PII] a call back and and see if this, uh, well I'll try the number first but hopefully that'll work and and we'll.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, they're gonna have to go in and you know help him get that password changed and then I'm sure once they can get him in, he can go ahead and update, you know, the email and things like that so that that, you know, any communication doesn't go to like an old email address for an old agency or or such but yeah he has to give them a call to work through that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, OK, no worries, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Perfect. Thanks, [PII].
[CUSTOMER][NEUTRAL] Uh huh, talk to you soon. See you, [PII] bye bye.
[AGENT][NEUTRAL] Bye.