AccountId: 011433970860
ContactId: 017e6985-f5e3-4021-a91e-c30fcbc3203a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300309 ms
Total Talk Time (AGENT): 95172 ms
Total Talk Time (CUSTOMER): 102810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/017e6985-f5e3-4021-a91e-c30fcbc3203a_20250515T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was working for a school and I quit and I have cancer, stroke and heart with you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what would
[CUSTOMER][NEUTRAL] First of all, can you help me look at that and how is this portable?
[AGENT][NEUTRAL] We can definitely take a look to see if you can support this uh your policies with us. Um, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Coverage
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what is the APL stand for?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Do you have your uh policy number, [PII]?
[CUSTOMER][NEUTRAL] No, I don't have a policy number. I never got one or anything. Um, but I can give you my social.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, that works.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] What was your last name [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you I'm just gonna verify some information really quick.
[AGENT][NEUTRAL] Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is through your employer or was through your employer.
[CUSTOMER][NEUTRAL] I wanna give you another one. [PII].
[CUSTOMER][NEUTRAL] [PII], and I'm gonna spell [PII] for you. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and I'll repeat that. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can get that changed for you. um, can you verify the current email we have for you though, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, I appreciate you verifying all of that. OK, so I'm gonna go ahead and of course change your email and then um if you don't mind I'm gonna put you on a brief hold and reach out to our customer service department regarding getting this policy ported for you. I'll get right back with you.
[CUSTOMER][NEUTRAL] OK, can you look at it and tell me what I'm paying, how much it's worth, what, I mean, like cancer, stroke and heart?
[AGENT][NEUTRAL] And that's going to be, yes.
[AGENT][NEUTRAL] Yeah, so, uh, customer service will be able to let you know all of that information. Give me just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Doing alright, thank you. I've got a member on the line who said that she'll be uh leaving her employer and she's wanting to try to support her cancer policy.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] It is 02525016.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's a good call back number?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] OK, and she's verified?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.