AccountId: 011433970860
ContactId: 108fba1b-fb95-4b72-9102-213c3d324ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262410 ms
Total Talk Time (AGENT): 106080 ms
Total Talk Time (CUSTOMER): 134496 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/108fba1b-fb95-4b72-9102-213c3d324ec3_20250117T22:31_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] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got policy number 223.
[CUSTOMER][NEUTRAL] 3775
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She received a portability letter and she has questions.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] You ready for I verified all of your information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I know. I wonder why she got it, um, because it's on [PII] she received a portability letter.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] It's been canceled since September.
[CUSTOMER][NEUTRAL] I saw that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Oh, it was just lapsed in January. That's why, OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] All right, thanks. Have a great weekend. Enjoy your Monday. One moment.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] This is [PII], thank you for your patience. I do have [PII] in our customer service department. She's going to assist you further. Have a great weekend.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you, [PII]. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Uh, good afternoon, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][NEUTRAL] I'm good. Uh, she was stating that you were calling about your portability form.
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I guess that's where it is. It's the first time I ever got anything on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. And how can, how can I help you with it?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Are is school is the school not going to, uh, continue doing this and I have to mail the mail the payment in or something or what?
[AGENT][NEUTRAL] OK, let me check to be sure.
[AGENT][NEUTRAL] Well, no, they.
[CUSTOMER][NEUTRAL] Are you that why I got one.
[AGENT][NEUTRAL] Yeah, they're still active um are they still deducting from your paycheck?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As far as I know, I haven't got anything that says that they haven't been or any notification that they're going to do anything or anything.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm showing that group is still active so um.
[AGENT][NEUTRAL] Yeah, I would get with them if and check and make sure if they're taking it out of your check, um, get them to call and get it reactivated um.
[CUSTOMER][NEUTRAL] OK, this
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Are y'all get, are y'all are y'all getting the money?
[AGENT][NEUTRAL] Well, we, we've got a note in here that they canceled it as of [PII].
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Oh, OK, well
[CUSTOMER][NEUTRAL] What was this? I'm sorry, it says something.
[AGENT][NEUTRAL] Uh, critical illness.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, what does that consist of? I mean, do you, I mean that it's all kind of new to me, you know, when they come over here to the schools, you know, they talk about this and that, and you know, a lot of us don't understand, you know, they talk fast and stuff, you know, we don't really understand.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Yeah, and, and there's so much going on and everything, yeah. Um, it's pays, I believe, a flat amount if you were to get one of the critical illnesses.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's listed in the policy or?
[CUSTOMER][NEUTRAL] I know I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Something, but I don't remember now what it was, so I canceled on uh some of my school stuff.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] This might have been one of them that you canceled because it somebody called in um and canceled it as of [PII] during open enrollment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. That's good.
[CUSTOMER][NEUTRAL] OK, because then we start.
[CUSTOMER][NEUTRAL] Yeah, they can. I mean, uh, our open enrollment thing is [PII], and so does my policy that I have, do I have any money on that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, ma'am, there's no cash value or anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, OK, alright, well then I probably just, I probably told them I just didn't need it anymore because I've got other things, you know, and everything, so you know that that's probably what it was. I was just calling to make sure, you know, because you can't never tell, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, well that's what I need to find out.
[AGENT][POSITIVE] OK, well thank you for calling APL and is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you [PII] I appreciate your time have a great weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, and you as well. Thank you, Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Goodbye.