AccountId: 011433970860
ContactId: 1db716c6-2157-49ba-b1ca-e2feaa337b93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336010 ms
Total Talk Time (AGENT): 160397 ms
Total Talk Time (CUSTOMER): 107812 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1db716c6-2157-49ba-b1ca-e2feaa337b93_20250130T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Um, I submitted the portability forms and I'm wondering if you can check the status of my um new application.
[AGENT][NEUTRAL] Oh, sure. I can check um the porting for you. And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Sure, my cell phone number is [PII]. My policy number is 253-5805.
[AGENT][NEUTRAL] 2, I'm sorry, I think I got that wrong. Can you repeat the policy number? I'm sorry.
[CUSTOMER][NEUTRAL] Sure. 253.
[CUSTOMER][NEUTRAL] 5805
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Here we go, and [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Sure, [PII]. Mailing address is [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold? I do see where we received it on [PII]. I'm just gonna see what the update is.
[CUSTOMER][POSITIVE] No, that's fine. I had originally submitted it on the [PII] and I called and verified, and they got it and then when I called back on the [PII] or [PII], whatever it was, she hadn't gotten it so I resend it. So no, not a problem. Thank you so much.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let me check this up.
[AGENT][NEUTRAL] 30549.
[AGENT][POSITIVE] OK, and thank you so much for holding, [PII]. Um, so I do see that, yes, it has been completed. Um, I can give you your new policy number. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, cause I looked online and it showed that it was uh lapsed.
[AGENT][NEUTRAL] Well, the policy number that you gave is lapsed because you have the new one that you ported to.
[CUSTOMER][NEUTRAL] OK, so what is the new policy?
[AGENT][NEUTRAL] But it's lapsed at
[AGENT][NEUTRAL] Oh, OK, so it's 258.
[AGENT][NEUTRAL] 779 4.
[CUSTOMER][NEUTRAL] OK, so when I pull it up online then do I have to put in a different number or how do I do that?
[AGENT][NEUTRAL] What do you mean? Like when you, when you go on your online service center?
[CUSTOMER][NEUTRAL] Or how do I get it
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You would just use the [PII] versus the [PII].
[CUSTOMER][NEUTRAL] OK, I already had a log in, so let me get this, hang on just a second, let me pull it back up while I still got you on the phone if you don't mind.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Because I've already got a log in for this.
[CUSTOMER][NEUTRAL] Can I use the same log in and just update my information?
[AGENT][NEUTRAL] Yes, you only need that whatever um your initial login that you have.
[CUSTOMER][NEUTRAL] OK, so how do I, OK, so it does have.
[CUSTOMER][NEUTRAL] OK, it does show that on there.
[AGENT][NEUTRAL] It should be there. You see it? OK.
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] OK, and it's for me and my husband. So before it had.
[CUSTOMER][NEUTRAL] It showed two different group cancers, so I just have the 11 policy just like I had one policy before, correct?
[AGENT][NEUTRAL] Yes, ma'am. Now you may see the other one, and you had one before that too, but it'll show that it's lapsed and the only one that you can like use is the 7794 unless, you know, you want to file something for the laps so you can if it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, if it was active on the data service, but it was the old policy, you can still file for that old policy.
[CUSTOMER][NEUTRAL] OK, and then will I receive this new policy in the mail?
[AGENT][NEUTRAL] Now, let me see about that. Hold on one second, because the only thing that changed was the name of the plan. Hold on one second. 8794.
[AGENT][NEUTRAL] And if it's on here, I can email it to you or um however you'd like me to send it, but it's also on your online service center as well. Did you want like a, oh no, it's not, it's not available yet. So they're still working on putting your documents on the online service center, but once it's completed here, it'll show on the online service because our systems are linked.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you email and mail it to me when it becomes available?
[AGENT][NEUTRAL] The easiest thing to do would be to, I would say to give us a call back in about a week because they have to go through legal and compliant and I don't know when that will be done to check back to, you know, to put it in there, but if you call and it's done, we can go ahead and get it done with you on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great thank you I appreciate your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.