AccountId: 011433970860
ContactId: 0a6fc72f-93ee-40a8-bf29-72323f8d0ea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253139 ms
Total Talk Time (AGENT): 127604 ms
Total Talk Time (CUSTOMER): 66690 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/0a6fc72f-93ee-40a8-bf29-72323f8d0ea7_20250501T22:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team, and I've got a member who um wants to get their coverage ported um wanted to see if you could help them with that.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 2452953.
[AGENT][NEUTRAL] And what's the callback number?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] What was the last 4 again? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, uh, the number, the callback?
[AGENT][NEUTRAL] Yeah, the last four digits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm ready to speak to Ms. [PII].
[CUSTOMER][NEUTRAL] OK, here you go, um, I, I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I'm gonna introduce you and then I'll release you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line. She's gonna help you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK thank you have a good
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Got your information pulled up and the representative that transferred you stated you were calling today because you're no longer with the group and you do want to keep your cancer policy.
[CUSTOMER][NEUTRAL] My cancer privacy?
[AGENT][NEUTRAL] Yes, it's a cancer policy.
[CUSTOMER][NEUTRAL] Uh, yeah, how much, yeah, how much is it?
[AGENT][NEUTRAL] Is that what
[AGENT][NEUTRAL] Your cancer policy is 3264 and this is just for you.
[CUSTOMER][NEUTRAL] So what about the other part, the other life insurance part?
[AGENT][NEUTRAL] I'm sorry, I didn't catch that. Can you repeat that for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What about the other life insurance part?
[AGENT][NEGATIVE] You don't have any life insurance with us. You'll have to contact your employer about that. It doesn't look like we sold them life insurance. We just sold cancer.
[CUSTOMER][NEUTRAL] Oh you just think
[AGENT][NEUTRAL] To the group. That's how we sold to the group was the cancer product.
[AGENT][NEUTRAL] It may be that the life insurance is with somebody else.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you still want to keep your cancer policy or no?
[CUSTOMER][POSITIVE] Yeah, I still keep it.
[AGENT][NEUTRAL] OK, it looks like we just recently received a notice about the policy, um, as far as you're no longer being with the group. So, um, excuse me, a continuation letter was mailed out on [PII]. I'm gonna go ahead and send out another letter.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, basically it's just a method of payment letter that gives you the payment options that you have to continue the coverage individually. Just keep an eye out for it. You should get it in the mail within 5 to 7 business days, and you're gonna keep everything the same benefits, premium, everything's the same. We're just gonna be changing who's who we're billing, which will be your responsibility based on how you choose. I will go ahead and let you know that we only offer one monthly billing um billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is an automated monthly bank draft. We don't do a monthly bill per se is where we send you a bill every month, but we can send you a bill every 6 months, 3 months or a year, and we just take your monthly rate, multiply by the number of months to come up with those premium quotes for those direct bill payments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, Mr. [PII], before you go?
[CUSTOMER][POSITIVE] No, you've been very helpful. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Amazing because it's like half the attraction or reward Disney World or Disneyland they paid.