AccountId: 011433970860
ContactId: f3758267-9a8c-4b94-b125-9cb593196a8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308660 ms
Total Talk Time (AGENT): 146959 ms
Total Talk Time (CUSTOMER): 111991 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f3758267-9a8c-4b94-b125-9cb593196a8e_20250325T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm the agent of record for a group that has um gap insurance with you all. Um, I need, I need help with one of their members for some reason. I don't see her there and we never removed her. And this happened once before the end of last year. Um,
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And once again she called me today because she needed a copy of her ID and when I happened to go on the portal she's not showing up so it's very weird um I have the group number for you.
[AGENT][NEUTRAL] Oh, yes, OK.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] It's 80032.
[AGENT][NEUTRAL] OK, let me look up the group real quick and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] And Ms. [PII], you said that you're with the agent's office, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and can you please give me the agent's name and email address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, absolutely, um, our company's Legacy Financial Consulting, the lead broker is [PII] server. Um, email would be his, which is [PII].
[AGENT][NEUTRAL] OK, and can you please give me.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][POSITIVE] Let's look it up real quick. I appreciate you verifying this for me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then one, just one last verification, can you please give me the address for the group?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The company, yes, absolutely. The address is one second, um, is [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And then can you please give me the name of the insured and do you have their policy number so I can look it up, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do, yes. Their policy, her policy number is 2508109.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so what I'm gonna need to do is, um, I'm going to need to transfer you on over to group billing so that they can further assist you with this. um, it's gonna be a quick hold. I will let them know though that you've already verified the group so you don't have to go through that verification process again, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I guess I'm just gonna get you every time I call today.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I, I have Ms. [PII] on the phone. Um, she, oh, she's with group number 80032.
[AGENT][NEUTRAL] She is calling about policy number 2508109.
[AGENT][NEUTRAL] She noticed on her portal that this policy was lapsed and she said it should not be lapsed.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] What's the name on that policy?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, hold on, let me finish my note.
[CUSTOMER][POSITIVE] No worries, no worries.
[CUSTOMER][NEUTRAL] I can look it up. I just thought maybe you had it.
[AGENT][NEUTRAL] No, I can look I've got it pulled up. I was just in the note section, um, all I have to do is say transfer group billing to assist and I'll be done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it looks like I did it on November.
[AGENT][NEUTRAL] Her name is
[AGENT][NEUTRAL] Let's see, her name is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] But this is um [PII] on the phone from the group and she verified everything she's actually with the agent's office.
[CUSTOMER][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] What's the, what's her callback number?
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][POSITIVE] OK. All right, I'm ready for it and [PII], OK.
[AGENT][POSITIVE] OK, thank you so much. Bye-bye.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.