AccountId: 011433970860
ContactId: 02c0339b-5a2b-42fe-925f-89c22c15bdf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223720 ms
Total Talk Time (AGENT): 61387 ms
Total Talk Time (CUSTOMER): 142396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/02c0339b-5a2b-42fe-925f-89c22c15bdf1_20250124T19:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you um I've got a member on the line. Um, looks like the policy terminated, uh, the first of this month. Um, I, I don't know if it's through their group that we're excuse me, that was dropped, um, but she does want to try to keep it. She didn't know that it had termed.
[CUSTOMER][NEUTRAL] So you just want to see if that's possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what's the policy number?
[CUSTOMER][NEUTRAL] It is 217-073-7.
[AGENT][NEUTRAL] OK, let me find another screen here.
[AGENT][NEUTRAL] 2170737.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] All right, I've got it.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mhm. Goodbye.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Hi I'm doing well. um, I was just connected with you folks because um I haven't sat down yet with my, um, with Southwest Airlines yet to see what our new, um, supplemental insurance plans are for this year because open enrollment I believe is now I have to verify that with Southwest, um, but she was just saying it looks like I guess my coverage with you folks has been dropped. I'm just trying to make sense of that.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK, let me look and see what's going on with this. Hold on just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like the group is going with another company for their cancer policy um now you, you can continue this one if you would like um I could send you the portability forms that you would need to send them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm, I'm gonna first just sit down and uh double check a few things with the with Southwest Airlines before I either implement this policy or not, but I just wanted to verify because our looks like our open enrollment doesn't start until the [PII]. So, um, if I don't, if I can rather maybe circle back or touch base with you after I sit down with Southwest Airlines and the supplemental insurance team.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, then I can make a decision on either reimplementing the APL policy or anyway, I just wanna just, I just wanna verify that because I wasn't aware because once again the open enrollment hasn't started yet. I wasn't aware that I no longer had coverage with you folks so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Um, anyway, that's, that's where I stand right now. So if I want to, uh, reimplement the policy, just give you guys a call back to do that, is that correct?
[AGENT][POSITIVE] Uh yes ma'am, just call us back and we'll send you the forms and just fill them out and send them back in and we can get it.
[AGENT][NEUTRAL] 64.
[CUSTOMER][POSITIVE] OK, OK, well, perfect, I will, I'm gonna leave it there right now for that, um, and I, I like I said I just was speaking with [PII], she was gonna help refile my claim from last year, the wellness benefit, so looks like she took care of that and if I have any other questions, I will be giving you guys a call back if I have any concerns regarding the policy that is now being implemented at Southwest.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][POSITIVE] Thank you, you do the same, appreciate it.
[AGENT][POSITIVE] Uh, uh-huh, thank you. Goodbye.
[CUSTOMER][NEUTRAL] bye bye.
[CUSTOMER][NEUTRAL] Mm.