AccountId: 011433970860
ContactId: 11633069-c89d-40cb-beaf-e62162e34d4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439940 ms
Total Talk Time (AGENT): 133589 ms
Total Talk Time (CUSTOMER): 226180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/11633069-c89d-40cb-beaf-e62162e34d4e_20250212T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am calling. I'm, I'm currently retired as of [PII], and I'm wanting to continue my cancer, uh, benefits, my cancer policy, and I guess convert it to an individual policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], have you gotten any sort of letter from us yet about continuing it on or?
[CUSTOMER][NEGATIVE] I have, I have not. I, I spoke to y'all back in August of last year and then they were and then and I was told that I needed to wait until APL received a letter from Arlington Independent School District showing that I no longer work for them and then uh or that I retired but I haven't received anything from y'all. The only thing I've received is something from Chu Chu workplace benefits, but that seems to be something different from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The American public life.
[AGENT][NEUTRAL] OK, yeah, so alright, let's take a look. What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, it is the group policy is 13139.
[CUSTOMER][NEGATIVE] And I have a call back into the Arlington Independent School District because I'm confused as to in her letter from HR it says to call American Public Life, but then the only thing I received in the mail like I said, was from Chub workplace benefits so it was conflicting of what so I'm being told to call and then from what I received in the mail and I haven't received anything from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American Public Life, I have a certificate number too because y'all had sent me an email back in August. The certificate number is 00709536.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I can just verify your uh date of birth and then address, please.
[CUSTOMER][NEUTRAL] Oh, OK, it is [PII] and my mailing address is [PII].
[AGENT][POSITIVE] Thank you. And then the [PII], is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then the phone that I'm calling from the [PII] is my current phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Call back, OK.
[AGENT][NEUTRAL] Let me see here with this group.
[AGENT][NEUTRAL] What we do.
[CUSTOMER][NEUTRAL] And did that group number pull me up or did you need that certificate number or what?
[AGENT][NEUTRAL] Uh, the certificate number does pull you up here it looks like.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I should be able [PII] just to get somebody on the line over in customer service and they should be able to send you the information to continue on the policy um so let me get them on the line so they can help you with that OK?
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Yeah, not a problem. Did you have any other questions or concerns before I call over?
[CUSTOMER][NEUTRAL] No, this, this was it. I just wanted to make sure I could get it converted over to an individual policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you doing this afternoon?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][NEUTRAL] I'm good, thank you for asking. I have an insured on the line. Her name is [PII] and she would like to speak to somebody about continuing on her policy. She's retired from her workplace.
[CUSTOMER][NEUTRAL] What's your policy number?
[AGENT][NEUTRAL] It is 709-536.
[AGENT][NEUTRAL] And she did say she has not gotten anything from us yet. She said she retired in December.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, there's notes in here from her calling in March.
[CUSTOMER][NEUTRAL] She spoke to [PII] and she said she did get the method of payment letter.
[AGENT][NEUTRAL] Oh, she said that she told me she hadn't gotten nothing, huh.
[CUSTOMER][NEGATIVE] Oh boo boo, she can't keep this.
[AGENT][NEUTRAL] Oh, she can't. OK, I did not know.
[CUSTOMER][NEUTRAL] Uh uh. She can't because there's notes in here that she called in August saying that she um
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, and I spoke to her in August too. She and then so I spoke to her in August. She called back 3 days later, [PII] said that she got a method of payment letter, but she didn't get a return envelope, and she didn't send that back. And from my understanding, they only have 30 days from the date of that letter to get back to us. She just lost it.
[CUSTOMER][NEGATIVE] She waited too late. I bet you she's sick. That's why she's calling.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] What's your callback number?
[AGENT][NEUTRAL] It's the [PII].
[CUSTOMER][NEUTRAL] OK, I'm just gonna have to let her know she can't port it. She's out of her portability.
[AGENT][NEUTRAL] OK. All [PII]. I apologize. I didn't see that, so I should have read that first.
[CUSTOMER][NEUTRAL] No, it's OK. It's actually something that we, I don't know, I guess it's not really publicized, but if we send a method of payment letter, they only have 30 days from that method of payment letter.
[CUSTOMER][NEUTRAL] Um, to get back to us.
[AGENT][NEUTRAL] Take
[AGENT][POSITIVE] OK. All right. I will definitely note that down. Thank you so much.
[CUSTOMER][POSITIVE] No problem thank you and you have a good day.
[AGENT][NEUTRAL] You too. Here she comes.
[CUSTOMER][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Hi [PII], how are you doing? I believe I spoke to you back in August of uh last year. Yes ma'am, you did. I'm doing good and thanks for asking. I've got your information pulled up and the representative that transferred you said you were still inquiring about keeping the policy.
[CUSTOMER][NEUTRAL] Yes, because I've retired now as of December.