Then click Analyze to see VoxAI's 20-point assessment in real-time
Agent: Thank you for calling SafeGuard Insurance, my name is Sarah. How can I help you today?
Customer: Yeah, hi Sarah. I'm looking at my statement and there's a charge here for $47 that I have no idea what it is. My premium is supposed to be $189 a month and you're charging me $236.
Agent: I completely understand your concern. Nobody likes surprises on their bill. Can I get your policy number so I can pull up your account?
Customer: It's PH-4492-7731.
Agent: Thank you. I've got your account here. I can see the $47 charge — that's actually a mid-term policy adjustment fee. It was triggered when your vehicle information was updated on January 15th.
Customer: Updated? I didn't update anything! Nobody told me about any change. I've had the same car for three years.
Agent: I understand your frustration. Let me look deeper into this. It appears our system auto-updated your vehicle classification based on a DMV data refresh. Your 2021 Honda Accord was reclassified, which triggered the adjustment. I can see this wasn't something you initiated.
Customer: So you're telling me I got charged $47 because YOUR system decided to change MY policy without asking me? That's not right. I've been with SafeGuard for six years.
Agent: You're absolutely right, and I appreciate your loyalty. Six years is significant. Let me see what I can do. I'm going to reverse this $47 charge — you'll see the credit within 2-3 business days. And I'm flagging your account so this type of auto-adjustment won't happen again without your explicit approval.
Customer: Okay, that's better. But honestly Sarah, I was about to call Progressive. My neighbor switched and says he's paying $40 less a month for better coverage.
Agent: I hear you, and I'm glad you mentioned that before making a switch. We actually have a loyalty rate review program for customers with your tenure. Would you like me to run a quick comparison? It takes about two minutes and might save you more than that $40 difference.
Customer: Sure, go ahead.
Agent: Great. Based on your clean driving record and six-year history... I can offer you our Preferred Loyalty rate. That would bring your premium from $189 down to $167 per month — that's a $22 monthly savings, plus the $47 refund. Would you like me to apply that?
Customer: $167? Yeah, that's actually really good. Yes, please apply that. And make sure that automatic update thing doesn't happen again.
Agent: Done. Your new rate is effective immediately, and I've added the auto-update block. You'll receive a confirmation email within the hour. Is there anything else I can help with today?
Customer: No, that's it. Thanks Sarah, you actually turned this around. I was pretty upset when I called.
Agent: I'm glad we could resolve it. Thank you for your six years with SafeGuard, and don't hesitate to call if anything comes up. Have a great day!
Peak frustration at 2:14 — "That's not right. I've been with SafeGuard for six years."
System auto-updated vehicle classification from DMV data refresh without customer notification. Systemic issue affecting multiple policyholders.
Here's why your phone kept ringing — and what to do about it today.
| Type | Count | Risk |
|---|---|---|
| Missing rate-change disclosure | 9 | High |
| Identity verification skipped | 6 | Critical |
| Hold time disclosure missing | 5 | Medium |
| Recording consent not obtained | 3 | Medium |
| Agent | Calls | Score | FCR |
|---|---|---|---|
| Sarah Mitchell | 47 | 92 | 89% |
| David Chen | 52 | 89 | 85% |
| Maria Santos | 44 | 87 | 82% |
| --- Bottom Performers --- | |||
| Kevin Park | 38 | 61 | 54% |
| Lisa Johnson | 41 | 58 | 49% |
The patterns your QA team missed all week.
🔴 Friday spike (+23% vs avg) correlates with auto-payment failure batch processed Thursday night
| Pattern | Calls | Trend | Impact |
|---|---|---|---|
| Auto-pay failure complaints | 1,847 | ↑ 340% | $412K revenue risk |
| Claims processing delays >14 days | 892 | ↑ 28% | $189K |
| Rate increase confusion | 673 | ↑ 15% | $134K |
| Portal login/password issues | 521 | Steady | $42K |
| Competitor comparison requests | 289 | ↑ 67% | $847K |
| Agent | This Week | Last Week | Trend |
|---|---|---|---|
| Sarah Mitchell | 92 | 90 | ↑ |
| David Chen | 89 | 87 | ↑ |
| Kevin Park | 61 | 68 | ↓ Declining |
| Lisa Johnson | 58 | 63 | ↓ At Risk |
108,492 calls. Every conversation analyzed. Here's what your operation looks like.
| # | Issue | Calls | Revenue at Risk | Fix Complexity | Recommended Action |
|---|---|---|---|---|---|
| 1 | Auto-pay failure + email-only notification | 9,847 | $1.4M | Low | Add SMS notifications for payment failures |
| 2 | Claims processing >14 days | 7,234 | $1.1M | Medium | Automate status updates at 7, 10, 14 day marks |
| 3 | Rate increase notification timing | 4,891 | $890K | Low | Send rate change notice 45 days before (currently 15) |
| 4 | Portal login/password issues | 3,742 | $210K | Medium | Implement SSO + biometric auth on mobile |
| 5 | Agent knowledge gap on new policy types | 2,891 | $340K | Low | Targeted training module — 2 hours |
| Metric | December | January | Change |
|---|---|---|---|
| Total Calls | 102,341 | 108,492 | +6.0% |
| FCR Rate | 70.1% | 73.2% | +3.1% |
| Avg Handle Time | 6.2 min | 5.8 min | -6.5% |
| Compliance Violations | 512 | 487 | -4.9% |
| Churn-Risk Customers | 1,089 | 1,247 | +14.5% |
| CSAT (estimated) | 3.8 | 4.1 | +7.9% |
VoxAI identified these from 108,492 calls. No sampling. No guessing. Here's your board slide.
Payment failures trigger email-only notifications. Most customers don't see them until statements arrive. By then they're angry, confused, and considering competitors.
Claims processing exceeding 14 days generates repeat calls. Customers call an average of 3.2 times before resolution. Each call costs $8.50 in agent time.
Rate change notices go out 15 days before effective date. 67% of callers say they "didn't have time to prepare" or "didn't see the letter."
Login and password issues force customers to call. Every portal failure is a missed self-service opportunity and an unnecessary $8.50 call.
New policy types launched in Q4 but agents weren't trained. 2,891 calls required supervisor escalation or callback due to knowledge gaps.
Three of these five problems are low complexity fixes. Start there. The savings fund the harder ones.