AccountId: 011433970860
ContactId: 07d953fe-99fa-4741-b001-9dfe5e05beb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322940 ms
Total Talk Time (AGENT): 141289 ms
Total Talk Time (CUSTOMER): 143307 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/07d953fe-99fa-4741-b001-9dfe5e05beb6_20250328T20:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I received a letter from uh APL regarding a policy that we had I had last year with my uh employer and they didn't offer it, so y'all are offering it and I need to find out the the limits and everything on this policy would you be able to help me with that?
[AGENT][NEUTRAL] OK. Uh, so you had a policy in the past with us. Is that correct?
[CUSTOMER][NEUTRAL] Well, I had it, yes, with Higginbotham is my um employer, and I think it was through Higginbotham, and this year for the 25 term it didn't renew that it didn't offer it or whatever so that's, that's what I'm trying to figure out.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right. Can I please get your name and do you have your previous policy number?
[CUSTOMER][NEUTRAL] I do. It's um my name is [PII] and I did speak with someone yesterday to find out what I need to go ahead and handle, you know, to pay the policy, but I forgot to find out the limits and everything, and that's what I'm needing. But let me give you the er number it's 002535476.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Absolutely.
[AGENT][NEUTRAL] OK, Miss.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Old policy please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh your phone and I can hardly hear you.
[AGENT][NEUTRAL] Oh no, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] My email, am I going too fast?
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, and my email is [PII] at, well, no, no, no, not at [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you please give me your phone number?
[AGENT][NEUTRAL] That's on the policy.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and if we get disconnected, is that a good number to call you back on?
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this was the GC7 cancer policy that is no longer active. Let's see what your benefits were, and this is just to verify your benefits.
[AGENT][NEUTRAL] On your old policy, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will it show what the new one is too now?
[AGENT][NEUTRAL] Is the new one through a different employer?
[CUSTOMER][NEUTRAL] No, it's the same one, but see they don't write it, so we were gonna get the policy um through you all we have to do it on our own.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mm, let's see. Policy ended on [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're, you're wanting to port the policy so that you pay for it yourself now? OK, OK, good. OK, so what I'm gonna do, no, it's OK. No, it's OK. I just want to make sure I got you good help. OK, so we're gonna, um, you're welcome. We're gonna transfer you on over to customer service so that they can help you with porting your policy, OK? It's gonna be a brief hold. You're very welcome.
[CUSTOMER][POSITIVE] Yes, that's it, uh huh, correct.
[CUSTOMER][NEUTRAL] Sorry, I didn't make myself clear so I apologize.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um an insured, well, she wasn't insured with us. She is calling to support a policy. Her policy number is 253-547-6.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's Ms. [PII] is the, is the insured, and she's calling because she wants to support this policy.
[CUSTOMER][NEUTRAL] All right. And let me just
[CUSTOMER][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And I have verified all of her information and the number she's calling from, uh, is a good callback number.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][NEUTRAL] OK, thanks, [PII].