AccountId: 011433970860
ContactId: 23c21244-2515-42e0-bdd9-4256c9885ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267880 ms
Total Talk Time (AGENT): 92721 ms
Total Talk Time (CUSTOMER): 154923 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/23c21244-2515-42e0-bdd9-4256c9885ba6_20250501T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have a, hey, I have an insured on the line who is calling uh after receiving two portability letters for his policies, two policies.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, one of the policies is 248-478-0.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other one is 248-45997. And this is Mr. [PII].
[CUSTOMER][NEUTRAL] And he is fully verified.
[AGENT][NEUTRAL] OK. And his callback number is the one he's calling on?
[CUSTOMER][NEUTRAL] Yes, it is. Mhm.
[AGENT][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] All right. Well, thank you, [PII]. Here comes Mr. [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Bye-bye. You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good morning Mr. [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, how you doing? Good morning. uh, yes, I'm just calling, mhm.
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yes, I, I'm just calling to.
[CUSTOMER][NEUTRAL] Oh yes, I'm just calling to find out.
[CUSTOMER][NEGATIVE] How, you know, about this letter that I got they saying that I could port my services over because I'm trying to find out, did I lose my coverage that I had or is it ported because my, my, my company that I'm with my the job that I'm with, they, they, I don't know what happened. I'm just trying to see if I lost all of this coverage that I had before all the money that I paid it to the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I keep it or what?
[AGENT][NEUTRAL] Yes, are, are you still working with Langstons and Sun or?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, are they still taking it out of your paycheck or?
[CUSTOMER][NEUTRAL] Well, I just, um, uh, I don't really know. They, they said they didn't take it out at one time, but right now.
[CUSTOMER][NEUTRAL] Uh, I just talked to a guy and they, they said, you know, uh, I, I, I really don't know that's why I'm trying to call you guys and see.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What, what happens now? Like, do you, do you all still have control over my insurances and stuff or do
[CUSTOMER][NEUTRAL] The company that my job with is in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, um,
[AGENT][NEUTRAL] This is your term life and your accident policy. You can continue those if you would like with us, um, or you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You know, if the
[AGENT][NEUTRAL] I'm not sure why the group, uh, took you off the billing statement, but, um.
[AGENT][NEUTRAL] It shows that, uh, you know, if, if they're still deducting it from your paycheck, uh.
[AGENT][NEUTRAL] I need to call in here and do the change. I, I, I don't see your paycheck. I'm sorry. Uh, you would have to look on your paycheck and check, but if they're still deducting it, I would, I would hate to be.
[CUSTOMER][NEUTRAL] They they are?
[AGENT][NEUTRAL] Uh, taking it from your checking account if, if they're deducting it from your paycheck as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I gotta find out about that.
[AGENT][NEUTRAL] OK. But, uh, the, the term life and the group accident, you can continue on, if you want to, if they're not deducting it from you.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would just fill out those forms and send them in.
[CUSTOMER][NEUTRAL] All right. So, uh,
[CUSTOMER][NEUTRAL] OK, so what I wanna do is, uh, alright, just send out the forms and send them, send them in. So the product, the product, the product support would be like whatever, uh, policy that the paper is telling me about like the one is about accidental insurance, accidental injury, so that one pro but accidental injury, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And the certificate number would be the.
[AGENT][NEUTRAL] No, the one
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The certificate number would be the oh yeah the number at the top of the page, right?
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, alright, I was just, alright, well, uh, I, I'll, I'll call you guys back and, uh, or, or just fill out the paper and send it in once uh everything goes through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] If, if, if everything.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right. Bye bye. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Goodbye. Mhm.