AccountId: 011433970860
ContactId: 1eb5a3f2-9e7a-40dc-8285-0faa210d8f40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266470 ms
Total Talk Time (AGENT): 114535 ms
Total Talk Time (CUSTOMER): 99161 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/1eb5a3f2-9e7a-40dc-8285-0faa210d8f40_20250402T12:39_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][POSITIVE] Hey, [PII], good morning. How are you?
[AGENT][POSITIVE] I'm doing good. How are you doing?
[CUSTOMER][POSITIVE] I'm great, thank you. Um, I just have a quick question. Uh, I have a policy, uh, through my job and my, um,
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy is uh ending on the [PII], um, but I, um, uh, my husband's insurance, um, start in May, uh, so I wanted to know, am I able to keep my APL policy and pay directly, or or it has to go through my job?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, let me, so you do have the option to port, um, let me see what type of policies you have and then um I can help you further. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And do you have any of the um policy numbers?
[CUSTOMER][NEUTRAL] Uh, not handy, no, I can give you my social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop here. Hold on one moment.
[CUSTOMER][POSITIVE] Um, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, and I believe I just located it. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, it's um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I'm not sure which email you have, but it could be [PII].
[AGENT][NEUTRAL] Yes, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so for reporting your policy that actually goes to customer service, that's the department that works with the premiums and terms. Um, so before I get you over to a customer service representative to see your um continuing options, was there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. I'm all good. Thank you.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment, um, while I get a customer service representative, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And actually, hold on one moment because you have Metlink.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Are you are you continuing your um major medical insurance with your employer or you're going to your husband's?
[CUSTOMER][NEUTRAL] No, I'm, I'm going to my husband because it's this exact same, um, insurance company that my employer is using that my husband has, so I'm just gonna go on my husband's insurance.
[AGENT][NEUTRAL] OK, the reason I'm asking um is because, so,
[AGENT][NEUTRAL] If you were to stay with the major insurance with your employer, your meddling policy would then go on COR. So if you're not staying with your major medical through your company, you, you shouldn't continue this policy because it's second only to the policy for your company.
[CUSTOMER][POSITIVE] Oh, OK, that's what I needed to know. OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, well, I guess, um, do, do you guys offer policies where, where you can where an individual can can purchase it, or does it have to be through our company?
[AGENT][NEUTRAL] For us, it has to be through your, the company or employer.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much. That's it. Thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.