AccountId: 011433970860
ContactId: 0ab9a0b1-6e14-4917-8890-07addb2874d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220619 ms
Total Talk Time (AGENT): 59254 ms
Total Talk Time (CUSTOMER): 129139 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/0ab9a0b1-6e14-4917-8890-07addb2874d0_20250228T19:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I wanted to check and see if you guys received my request to support my cancer policy over.
[AGENT][NEUTRAL] OK, I can help you with that. Do you know your uh policy number?
[CUSTOMER][NEUTRAL] Yeah, um, whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 02319719
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] When did you send that in?
[CUSTOMER][NEUTRAL] I don't, that's what I'm checking to see. I don't recall.
[AGENT][NEUTRAL] Yeah, because I don't show that we've received it yet um.
[CUSTOMER][NEUTRAL] OK, I've got a fax number. Is there an email I can send it to?
[AGENT][POSITIVE] Uh yes, ma'am, that would be good. Uh send it to [PII]
[CUSTOMER][NEUTRAL] Hang on. [PII] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEGATIVE] Perfect. I will send that right now because fax it, you know, I've even gotten fax confirmations and then reach out follow up and like, no, we never got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, um, and then I
[CUSTOMER][NEUTRAL] I don't need to send a voided check or anything when I put my banking information, right?
[AGENT][NEUTRAL] No, ma'am. It, it's not necessary. Um, OK.
[CUSTOMER][POSITIVE] OK. Alright. Have a great weekend. I appreciate your help. Uh-huh.
[AGENT][NEUTRAL] Alright, and Ms. [PII], um, your policy is only paid to through the end of last year, so you would owe January, February, uh, would it be alright when we draft for March to draft it for January and February or?
[AGENT][NEUTRAL] Just write that on there if we can do that or not that way it won't be behind.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I can look and see, hang on, I need to look and see if they drop if they deducted out of my paycheck.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because this was a rollover where they rolled it from you guys over to another carrier to colonial.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And I happen to be a colonial agent, so I can't buy.
[CUSTOMER][NEUTRAL] you know, these policies, I have to um.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I have to buy through the agent portal.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] And they, and they, like if I had not gotten a letter saying we received your application from, if I had not gotten a letter from Colonial saying we received your application and it's been through underwriting, but we can't write you because you're an agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I would not have known that they were terminating my policy with you guys, and I would have lost my cancer coverage because they didn't bother to check to see.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] If everybody was convertible.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or, or whatever. So.
[CUSTOMER][NEGATIVE] Um, yeah, just, just bad business on their part. Um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So let me, I'm looking real quick, um.
[CUSTOMER][NEUTRAL] OK, well, what I'll do because if they drafted for my in January.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then they need to send that in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, so let me just check and see. Alright, I appreciate your help, sweetheart, and I will notate on there if it's OK to draft for both months.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Thank you for calling APM You have a wonderful weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.