AccountId: 011433970860
ContactId: 0acc9366-61bb-4991-8cb9-54706e8d6055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514710 ms
Total Talk Time (AGENT): 154012 ms
Total Talk Time (CUSTOMER): 141167 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0acc9366-61bb-4991-8cb9-54706e8d6055_20250618T18:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I need to check on a couple things we had had the coverage through the agency that I work for and then they changed it and so I did the portable.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, ported the cash to continue, so I asked for it to be billed semi-annually, and I sent in a check for the first half of the year. I still haven't received a bill for the last half.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that, ma'am. Do you have your policy number you can give me, please?
[CUSTOMER][NEUTRAL] Uh, let's see, I think it is 02535626.
[AGENT][POSITIVE] Thank you ma'am. Hold on one moment.
[AGENT][NEUTRAL] And tell me your name, please?
[CUSTOMER][NEUTRAL] I know the mail's been so crazy lately.
[AGENT][NEUTRAL] I know it has to be. Tell me your name, please.
[CUSTOMER][NEUTRAL] It's [PII] right.
[AGENT][POSITIVE] This is right, OK.
[AGENT][NEUTRAL] What's your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you please verify your mailing address and your email address for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And email address is [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. And also, let me just get a callback number in case we get disconnected, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. OK, so I was able to locate your information. It looks like you have not received a statement yet because it's not due until [PII], so you should be getting one in the next week or so when we bill. We should bill this weekend and you'll be getting the statement for the semi for your semi-annual, OK.
[CUSTOMER][NEUTRAL] OK, hopefully it gets here before [PII] because that's only a little over a week and it'll take a week to get it back.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It's OK. You got a little bit of a grace period. It's OK. I mean, it'd be fine. Um, we do understand that, but yes, ma'am. We, we do bill out for July this weekend, so you should receive it one day next week.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then can you answer a coverage question as well?
[AGENT][NEUTRAL] Um, I can try. What's your question?
[CUSTOMER][NEUTRAL] Or do I need to speak to a different section?
[AGENT][NEUTRAL] Let, let me, OK, let me see what it's about, you know, I know that you need to speak with someone else. What, what is the question?
[CUSTOMER][NEGATIVE] So my husband was diagnosed with cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well.
[CUSTOMER][NEUTRAL] Lung cancer.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] There's a small spot um so we're trying to go through that so I was just trying to figure out.
[CUSTOMER][NEUTRAL] Not ever
[CUSTOMER][NEUTRAL] Had anything to do with that what kind of coverages I have for that particular? I know it says there's some kind of cancer screening benefits and then there's the first occurrence rider.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. I, I know exactly, um, I can, I can have someone assist you with that. Would you mind holding for just a moment so I can have someone assist you and I'll go ahead and give them your information, OK?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, thank you, ma'am. Hold on just a moment for me.
[CUSTOMER][NEUTRAL] And I know, you know, some of the stuff it goes by, you know, I guess how bad it is or what's going on with it or whatever.
[AGENT][NEUTRAL] Right. Sure. Yes, ma'am, but we, uh, we do have a department that can kind of give you an outline of the benefits for you and that's someone we'll connect you with, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You have a good day and hold just a moment for me, OK?
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing good. Can you hear me OK?
[AGENT][NEUTRAL] I've got a.
[CUSTOMER][NEUTRAL] Um, it's, it's a little off, but I think I can hear you.
[AGENT][NEUTRAL] Oh no. OK, is that better, [PII]?
[CUSTOMER][NEUTRAL] OK, yes, who am I speaking with?
[AGENT][POSITIVE] OK, thank you. I'm sorry, this is [PII]. I work in a great deal and look, I have a lady on the line.
[AGENT][NEUTRAL] It's gonna be policy number 261.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 589 1.
[AGENT][NEUTRAL] It's Miss [PII], and I've verified all the information.
[AGENT][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] She's calling her husband. Oh, I'm sorry. Take your time.
[CUSTOMER][NEUTRAL] Let me pull it up real quick.
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] You said [PII]? OK.
[AGENT][NEUTRAL] Yes, ma'am. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have her transferred it to the right place. She's calling her husband was diagnosed with lung cancer, and she's got some questions about her benefits. Can you help her with that?
[CUSTOMER][NEUTRAL] Uh, sure, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you so much. You have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.