AccountId: 011433970860
ContactId: 218b66ce-2ec0-4f73-b07f-cab185eef2b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432320 ms
Total Talk Time (AGENT): 129030 ms
Total Talk Time (CUSTOMER): 140000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/218b66ce-2ec0-4f73-b07f-cab185eef2b8_20250108T18:59_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] with the care team. I have Mr. [PII] on the phone. He's the agent for Group 13742.
[CUSTOMER][NEUTRAL] He is calling because he has an insured, uh, the policy number is 2457001.
[CUSTOMER][NEUTRAL] And he wants to let somebody know that this insured is no longer on group and wants to support their policy.
[CUSTOMER][POSITIVE] And I did uh verify all of his information, the phone number that he's calling from is a good call back number.
[CUSTOMER][NEUTRAL] Are you there, [PII]?
[AGENT][NEUTRAL] Sorry, I didn't realize that I muted myself, um.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh, I was like, oh, I lost her.
[AGENT][NEUTRAL] Um, did you, uh, I'm sorry about that, uh, did you say the group number is 13741?
[CUSTOMER][NEUTRAL] No 13742.
[AGENT][NEUTRAL] 13742.
[AGENT][NEUTRAL] And who did you say you had on the line?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, he's the agent.
[CUSTOMER][NEUTRAL] Yes, he's the agent.
[AGENT][NEUTRAL] And I want to support a policy.
[CUSTOMER][NEUTRAL] He's no longer with the group he's still on group on this on this policy, but he, he called to tell us he's no longer on group and he wants to support his policy and wants to speak to somebody.
[AGENT][NEUTRAL] This is the
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Customer services.
[CUSTOMER][NEUTRAL] Well if he's still on group and it's a one, it goes to group billing.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Customer service can't port the policy until he's off the group.
[AGENT][NEUTRAL] So he, he wants to.
[AGENT][NEUTRAL] Are you, are you saying like he wants to keep his policy after he leaves his employer?
[CUSTOMER][NEUTRAL] Yeah, he's already left and that's why [PII] is calling to let us know that he's no longer with group and.
[CUSTOMER][NEUTRAL] He needs to let us know that he's no longer with the group so that he can support his policy, so he needs to be taken off the group so that he can support his policy.
[AGENT][NEUTRAL] OK, so you just need me to terminate the policy.
[CUSTOMER][NEUTRAL] Just right, just speak to [PII] and just talk to him and let him know that you're, you've got it you're gonna take him off a group and.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, uh, you can send them over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] you have a rest of your day bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the uh billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I understand that um you wanted to have a member removed from the group um and they wanna keep their policy and pay it themselves.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I'll, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, give me one second. Uh, what is the policy number that is gonna be taken off?
[CUSTOMER][NEUTRAL] Honey, I, I don't have that information. It's uh, it's on a [PII], with the Mississippi Export railroad.
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And it looks like he has two policies.
[AGENT][NEUTRAL] So he wants to keep both of them?
[CUSTOMER][NEUTRAL] Yes ma'am, and uh he had a request that, uh, like for the accident policy if he could bank draft that on the [PII] and the cancer on the [PII] if that's possible.
[AGENT][NEUTRAL] OK, he'll get they'll um send him a form to fill out, um, for saying that he wants to take over his payments and it'll have like a form for bank draft and stuff that they'll have to mail to him um to get him set up for that. So do you know is all of do you know, would you be able to verify if all of his information is correct in the system because they'll be mailing that out to him.
[CUSTOMER][NEUTRAL] The only thing is, uh, it's, it's the name is [PII], that's the street on the, on the application I put [PII] It's just one [PII].
[AGENT][NEUTRAL] Let me note that.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Alright, and that's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, well, I will get this, uh, request put in and get this taken care of. And is it good, uh, because I'll send out, we'll send out an email. Is it good to copy you the [PII]?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] That'll work and that'll be great.
[AGENT][POSITIVE] OK, awesome. And is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] I, I think that'll do it. You've been excellent and I certainly appreciate all your help you've given me.
[AGENT][POSITIVE] All right, well, thank you and happy belated [PII]'s. I hope it's been good for you.
[CUSTOMER][POSITIVE] You too thank you dear bye bye.
[AGENT][NEUTRAL] Alright, bye.