AccountId: 011433970860
ContactId: fb38049d-3ad2-4bc3-b9f4-336804c4fa15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324410 ms
Total Talk Time (AGENT): 98816 ms
Total Talk Time (CUSTOMER): 138396 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/fb38049d-3ad2-4bc3-b9f4-336804c4fa15_20250416T17:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, my name is [PII]. I'm the agency manager for Hill Insurance Agency in [PII], and I have a question about one of our, uh, insured with the Wills Point Independent School District.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment, let me get that group pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was [PII] Point?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and who's actually the writing agency or agent on this?
[CUSTOMER][NEUTRAL] The writing agent, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm guessing it's [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, all right, and what's your question on one of the insureds?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, her name is [PII].
[CUSTOMER][NEUTRAL] And she, she has uh the cancer plan.
[CUSTOMER][NEUTRAL] And she, uh
[CUSTOMER][NEUTRAL] She came to us from another school district and so she had a cancer plan uh through APL uh prior to her coming this year so uh but she just recently was diagnosed I think with breast cancer and they're about to start treatments and things like that and she was wondering about filing a claim and uh I was just calling just to verify that uh even though the plan she's currently on just began.
[CUSTOMER][NEUTRAL] You know, uh, in October since she had a, you know, uh, a plan prior to this, you know, that ran up until this one, if, if the 12 months, uh, waiting period would have been satisfied with that for her to be able to file a claim.
[AGENT][NEUTRAL] OK, so she had a cancer policy prior to this one?
[CUSTOMER][NEUTRAL] Yes, uh, through the [PII].
[AGENT][NEUTRAL] OK, bear with me a moment, let me do some checking.
[CUSTOMER][NEUTRAL] So if you wanna
[CUSTOMER][NEUTRAL] Yeah, spelling of her name is, is, uh, is different. It's [PII]
[AGENT][NEUTRAL] They are, yeah, I've got her pulled up. Yeah. Yup, I've got her pulled up.
[CUSTOMER][POSITIVE] Oh, OK, good.
[AGENT][NEUTRAL] I'm just looking to see what she may have previously had.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name when you answered the phone. What was that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, [PII].
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, actually have you in our system as a contact.
[AGENT][POSITIVE] Oh awesome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You were just #3 on my list. I, I, I called uh.
[CUSTOMER][NEUTRAL] I guess [PII] and uh direct line and no answer and then.
[AGENT][NEUTRAL] Yeah, she's no longer, yeah, she's no longer in our department.
[AGENT][NEUTRAL] She's still with the company, just not in our department anymore.
[CUSTOMER][NEUTRAL] Oh OK, well I'll
[CUSTOMER][NEUTRAL] OK, well I'll change her designation and then I had a Morgan Webb under just broker resources.
[AGENT][NEUTRAL] She's currently at lunch.
[CUSTOMER][NEUTRAL] And that was, I guess.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well that was so that was the number I think for her that I called but I guess it goes to to all of you.
[CUSTOMER][NEUTRAL] The
[AGENT][POSITIVE] Yeah, when you call the queue it just whoever's next in line for a call, well, we can all work it so actually if you call the [PII] number any one of us can help you out.
[CUSTOMER][NEUTRAL] OK, yeah, that, that's.
[AGENT][NEUTRAL] And I apologize my system is running super slow right now.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Oh, I understand that that's fine uh you guys have.
[CUSTOMER][POSITIVE] Been very helpful. I in fact I mean I was trying to remember which one of these was so helpful last time and it's really all of you so thank you.
[AGENT][NEUTRAL] Not a problem. So,
[AGENT][NEGATIVE] I'm a little concerned that.
[AGENT][NEUTRAL] Previous policy was a different cancer policy altogether.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a different contract than what you guys currently have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me get with our new business department and see what we can do. Is there a number that I can call you back, [PII]?
[CUSTOMER][NEUTRAL] Sure, uh, my direct line is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me do some checking and I'll give you a call back as soon as I hear something OK?
[CUSTOMER][POSITIVE] All right, great, thank you.
[AGENT][POSITIVE] Alright, thanks so much for calling APL you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right bye bye.