AccountId: 011433970860
ContactId: 01eaaa57-9df6-471c-9d4b-d350315ad940
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326119 ms
Total Talk Time (AGENT): 123581 ms
Total Talk Time (CUSTOMER): 111113 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/01eaaa57-9df6-471c-9d4b-d350315ad940_20250123T17:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Version of
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. This is [PII]. I'm calling about I've retired from Bergville Independent School District, and I'm calling about uh conversion of my cancer policy.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your cancer policy. And Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, my phone number is [PII].
[CUSTOMER][NEUTRAL] And the group number is 12906.
[AGENT][POSITIVE] Thank you and let me see.
[AGENT][NEUTRAL] And what would be the name on the policy?
[CUSTOMER][NEUTRAL] I'll be [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I see, I don't know if it's under the group or the member.
[AGENT][NEUTRAL] It'll be easier if you have the, if you have the policy number. I'm looking under the group, but I don't see a [PII], um.
[CUSTOMER][NEUTRAL] Uh, we don't have individual policy numbers. We only have the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I know that he's got cancer coverage or had cancer, so it, it would have canceled on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But yeah, he should, he should be listed under our group.
[AGENT][NEUTRAL] OK, now that might be what it is. This is just the active policy. Let me bring everything, the whole, hold on one second.
[CUSTOMER][NEUTRAL] Sorry this is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] That might be what it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can just pay. OK, I found them. Hold on, that's exactly what it was. Hold on one moment.
[CUSTOMER][POSITIVE] Yeah. Thank you.
[AGENT][NEUTRAL] It's coming up now.
[AGENT][NEUTRAL] OK, here we go, and Mr. [PII], I just need you to verify your um date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And my email address.
[CUSTOMER][NEUTRAL] I personally, OK, it'd be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do see the uh most recent cancer policy here. How can I help you?
[CUSTOMER][NEUTRAL] OK, I'm talking about continuing uh converting that.
[CUSTOMER][NEUTRAL] That policy
[AGENT][NEUTRAL] OK, so this is what I have to do. I have to get a member of customer service on the line, um, so that they can change this to an individual um policy in terms of making a bank draft or the form of payment that you choose. Um, they'll be able to set that up for you. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I guess that's all.
[AGENT][NEUTRAL] Alrighty, well, thank you so much for calling APL and hold on one moment while I get a customer service representative, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I have a member on the other line who wants to support their cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's policy number 252-2296.
[CUSTOMER][NEUTRAL] OK. Um, uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, do you have a callback number?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, I'm ready whenever you are.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].