AccountId: 011433970860
ContactId: 00060b77-bc56-42aa-95ba-64e855b84e55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 798419 ms
Total Talk Time (AGENT): 225980 ms
Total Talk Time (CUSTOMER): 293082 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/00060b77-bc56-42aa-95ba-64e855b84e55_20250318T16:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. I'm calling um to see what I have to do to change over my insurance from a job that I'm leaving and pay for it myself. I said I had to have some kind of form.
[AGENT][NEUTRAL] OK, is it like for a cancer policy or a life policy?
[CUSTOMER][NEUTRAL] Life
[AGENT][NEUTRAL] OK, a life policy. So you're trying to port your policy. OK, let me see what we can do for you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and you're gonna retire or just um
[AGENT][NEUTRAL] Retire not.
[CUSTOMER][NEUTRAL] No, I'm just switching jobs and I'm just, when I took it, he told me I could take it with me when I went, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. All right, sure. And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] No, because I have not received anything from y'all.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I think they we just signed up last month or 2.
[AGENT][NEUTRAL] OK. And what is your last name so I can do a name search?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let's see if I can find you in our system.
[CUSTOMER][NEUTRAL] I work for North Lake Gastroenterology now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, may I have your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey, how are you, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's like you want to be back in about a month.
[AGENT][NEUTRAL] Um, do we have any other last names besides [PII], or that, that is the last name that should be under?
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Will it be on [PII] or any other like middle name or anything like that?
[CUSTOMER][NEUTRAL] No, it should be [PII].
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] Unfortunately
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, OK, I'm not finding you. And who's your employer again?
[CUSTOMER][NEUTRAL] North Lake.
[CUSTOMER][NEUTRAL] Gastroenterology.
[CUSTOMER][NEUTRAL] Associates.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not finding you. Um, do you know the group number or?
[AGENT][NEUTRAL] Any other information? Um, do you know the group number? You received no documents at all from us? Nothing, nothing, no registration online?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Nothing. Vonador, the Vanador group.
[CUSTOMER][NEUTRAL] It's the one that I've been going through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the name of the group again? Beador?
[CUSTOMER][NEUTRAL] The Vanador group.
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] VAR.
[CUSTOMER][NEUTRAL] N A D O
[CUSTOMER][NEUTRAL] [PII] is the one I've been dealing with [PII].
[CUSTOMER][NEUTRAL] I just sent him a task to see if he had a number.
[AGENT][NEUTRAL] Yeah, if he has a group number, that will be great because I, I, I am not finding that in the system. I'm not sure if they just have it under a different name.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, the only other way I can search it will be by the social, if it's OK with you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and uh I think I found you uh let me have your date of birth and email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think, I think we have the last name incorrect. That's why I couldn't find you. It's supposed to be [PII], right? Like [PII] instead of [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We have it on that's why I can't find it. OK, let's see. All right, um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. OK. Let me go ahead and check with customer service just to make sure that you can continue your life policy and see if they can send you a letter, OK?
[CUSTOMER][NEUTRAL] OK, because I.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Uh hey, how are you? I'm good.
[AGENT][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, I have a member on the line that, um, she would like to support her policy. It's a life policy, but it's a fairly new policy. I'm not really sure if she can import this policy. I don't see that we haven't even received payment, so I'm not sure, um, but, um, the policy number is 259-8874.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also if you can I don't know if you have a copy of the um application or because the last name is incorrect.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I had the hardest time finding them.
[CUSTOMER][NEUTRAL] Oh no. What is your last?
[AGENT][NEUTRAL] Yeah, so she gave me that phone so I'm like, OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, that's weird.
[AGENT][NEUTRAL] I know today the system is slow. Like yesterday was working so good and today it's like what?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Now, what if
[AGENT][NEUTRAL] Like I get that.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] What is her last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, [PII] instead of [PII]
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK. I will get that corrected. OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so, OK, I'm ready whenever you are. I'm sorry.
[AGENT][NEUTRAL] OK. All right, and I fully verify her, OK. Here she comes. The phone number is the same one in the system, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient. OK, Ms. [PII]. I got Miss [PII] on the line. She's in customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi Ms. [PII]
[CUSTOMER][POSITIVE] Yes, how are you? I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good, but now all digit let me know that we do need to correct your name in our system, um, but this is a term life policy, and I'm understanding you want to support this policy.
[CUSTOMER][NEUTRAL] Yes, are you still employed at North Lake Gastro Associates?
[CUSTOMER][NEUTRAL] To the [PII] and then I no longer will be with them. OK, um, because we do not have notification from them yet, you know that you were leaving employment.
[CUSTOMER][NEUTRAL] Um, let me see if it does show it was effective [PII] of this year.
[CUSTOMER][NEUTRAL] Probably because we did it like in January, but when I signed up, he told me if I leave that I could go. He didn't tell me that it would be a time limit like I could take it.
[CUSTOMER][NEUTRAL] And pay it out right on my own. Right, and you can do that, yes, ma'am. Um, the only thing is the group has not paid for February yet, um, and they have not let us know, you know, that you're leaving or anything like that so we do have to wait for that before we can do the portability, um.
[CUSTOMER][NEUTRAL] So you know it may be on into April before that happens, but the only thing um if it gets behind, you can always catch it up, you know, um we're just kind of in limbo right now just waiting on the group.
[CUSTOMER][NEUTRAL] For for one to let us know that you're no longer going to be employed and like you said it'll be the [PII] so you know it's kind of typical that they will let us know after the fact.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, now I can get the paperwork emailed to you, but um we wouldn't be able to make any changes until they notify us that you're no longer with the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But can you go ahead and send me that and so I can have it ready whenever? I sure can. Yes, ma'am. I sure can.
[CUSTOMER][NEUTRAL] I will do that for sure um and your email is correct in our system? I just wanna double check that.