AccountId: 011433970860
ContactId: 0a9f24ec-f7db-4e6c-88f4-1ad3b650d727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368420 ms
Total Talk Time (AGENT): 179252 ms
Total Talk Time (CUSTOMER): 131093 ms
Interruptions: 2
Overall Sentiment: AGENT=2.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0a9f24ec-f7db-4e6c-88f4-1ad3b650d727_20250326T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I had a cancer policy with my, um, for last year with my insurance with my employer I should say, and they didn't offer it this year, but I ended up getting a letter from y'all to see if I wanted to continue it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just need help with that.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. And do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Well, let's see, it gives you a certification cert number is that it?
[AGENT][NEUTRAL] That's it. That's it.
[CUSTOMER][NEUTRAL] OK, it's 002535476.
[AGENT][NEUTRAL] 02535476
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Miss [PII], can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have family in [PII] too.
[CUSTOMER][NEUTRAL] Oh wow, OK, small world, huh.
[AGENT][NEUTRAL] Yeah, they're mostly from [PII], but a lot of them are living in [PII] now. Um, my uncle [PII] from [PII], all that group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah, OK, uh huh, yeah.
[AGENT][NEUTRAL] Of course, he's not around anymore, but.
[AGENT][POSITIVE] Yeah, um, so yes, it is a small world and it's gonna be a pleasure to assist you. What is that callback number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this policy is no longer offered by the group, so you received that portability letter to see if you might want to continue the policy on your own.
[AGENT][NEUTRAL] And that is why you received it. It gives you that option.
[CUSTOMER][NEUTRAL] OK, and what does it give you the monthly or how how is it paid?
[AGENT][NEUTRAL] So that would be you can choose um payment options whether it's monthly, uh quarterly or yearly.
[CUSTOMER][NEUTRAL] OK, did they offer me that? I didn't see that, but it's probably because I'm just blind to everything.
[AGENT][NEUTRAL] No, it may not be on the letter, but I can get you to a customer service representative and they can give you more information regarding that.
[CUSTOMER][NEUTRAL] Let's see, it's not.
[CUSTOMER][POSITIVE] OK, well it was a pleasure speaking with you.
[AGENT][POSITIVE] And it would be my pleasure.
[AGENT][POSITIVE] It was good talking to a fellow Bravian also.
[CUSTOMER][POSITIVE] That's right, thank you.
[AGENT][POSITIVE] And if you don't mind holding just one moment, I'll be happy to get a representative on the line one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy Wednesday. It's [PII].
[AGENT][NEUTRAL] I have a call I need to transfer to you regarding portability.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's policy number 253-547-6.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] She has a letter and she has certain questions like um we were talking about uh mode of payments whether it's quarterly, yearly or monthly and she's wondering how does she choose those options and just needing more information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And has she been verified?
[AGENT][NEUTRAL] I verified all of her information. It is correct.
[CUSTOMER][POSITIVE] All right. All right, perfect.
[AGENT][NEUTRAL] And can you tell me real quick how long did they have? I was looking in guru.
[AGENT][NEUTRAL] Because I see the policy termed on [PII]. Isn't it 30 days?
[CUSTOMER][NEUTRAL] Um, yes, they do have a 30 day grace period, um, depending on when she received the, the letter because, um, we understand that sometimes the mailing takes longer than it should, and they are, sometimes they are receiving it like a month later or a little bit over that month.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you. I appreciate that. I looked in Guru to see what that time I thought it was 30 days, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But if you don't mind assisting Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes, it is 3.
[CUSTOMER][POSITIVE] Yes, I got her.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get her on the line. Have a wonderful afternoon.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line in customer service, and she's going to assist you further with that portability information. And thank you for calling APL. Thank you. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you again.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello. Good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Hey how are you doing?
[CUSTOMER][POSITIVE] Hello, I'm doing good how are you? Pretty good thank you.
[CUSTOMER][NEUTRAL] All right, Ms. [PII], I was advised that um you have a couple of questions in regarding the premium of your policy.