AccountId: 011433970860
ContactId: 047cd87d-6272-4e83-b0d6-740e8f08e985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387260 ms
Total Talk Time (AGENT): 131937 ms
Total Talk Time (CUSTOMER): 80455 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/047cd87d-6272-4e83-b0d6-740e8f08e985_20250430T14:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. This is [PII]. Um, I'm calling because I had a question. So I was, um, my contract is about to end, um, and I'll be like switching, uh.
[CUSTOMER][NEUTRAL] Positions. And I was just looking into like other insurances. And so I was calling to see, is there a way that I could keep the, the term life insurance, um, but get rid of the others?
[CUSTOMER][NEUTRAL] Like the other policies.
[AGENT][POSITIVE] Alright Mr. [PII], yeah, I'd be happy to take a look at your policies so that we can see if you can continue those, um, just in case we get disconnected today, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and do you have one of your policy numbers?
[CUSTOMER][NEUTRAL] Uh yeah, 227-859-5.
[AGENT][NEUTRAL] Alright, I should be able to look at all of them from just having that one number, so give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I was able to locate your policy. Um, I just need to verify a little bit of information from you. What is your date of birth?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it that one?
[CUSTOMER][NEUTRAL] The the [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir, that's it.
[AGENT][NEUTRAL] Is that still your current address?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. And the last thing I need you to verify because I already got your phone number, is your email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Alright, thank you so much, Mr. [PII] for verifying that information for me. Um, if you wouldn't mind, give me just a moment and let me look all of your policies and I'll be right back, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Did you hear me? I'll be right back. I'm we'll look over all your policies and see if they're portable, OK?
[CUSTOMER][POSITIVE] Yeah, that's OK. Thanks.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. Um, so, after reviewing your policies, um, your term life is not portable, so you would not be able to keep that. Um, actually, none of yours are portable, uh, but you do have the option for COBRA coverage for your hospital indemnity and, uh, your
[AGENT][NEUTRAL] Uh, dental. But your other two policies, your accident and your GTL are not um portable or
[AGENT][NEUTRAL] Available for Cobra.
[CUSTOMER][NEUTRAL] OK, so they're not available without the others, correct?
[AGENT][NEUTRAL] No, they're not available with the others. The hospital indemnity and the dental, you can do those under COR um through your employer.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But the accident and the term life, they're not portable or eligible for COBRA, just your hospital indemnity and your dental.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, in that case, uh, I won't change anything then, um.
[CUSTOMER][NEUTRAL] I'll just keep it as this for now, uh, until I can figure something out.
[AGENT][NEUTRAL] All right, Mr. [PII]. Um, was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.