AccountId: 011433970860
ContactId: 253467f7-c471-46c3-954d-b3b8c1b103d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337399 ms
Total Talk Time (AGENT): 189488 ms
Total Talk Time (CUSTOMER): 89941 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/253467f7-c471-46c3-954d-b3b8c1b103d1_20250509T13:37_UTC.wav
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[CUSTOMER][NEGATIVE] What you get? I, I'm getting no.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and my policy number is 1926298, and I called on the 26th about um making my policy of my cancer policy a portable policy and was supposed to receive paperwork on that and I never received that paperwork she said that she was gonna send it to me um.
[CUSTOMER][NEUTRAL] By email and by um regular mail and I haven't received those so I just wanted to see if I could get that sent to me.
[AGENT][NEUTRAL] All right, Ms. [PII], I'd be happy to help you with that today. Um, I just need to verify some information before we can continue. What is your date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 12 8 78.
[AGENT][POSITIVE] Alright, and just in case we get disconnected, what's a good phone number I can reach you back at today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the phone number on the account is different than the one you gave me today. Can you verify the number on the account please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and the last thing I need to verify is your email uh your email address.
[CUSTOMER][NEUTRAL] OK, it could be one of 4, so the one you probably have is [PII].
[AGENT][NEUTRAL] That's it. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me take a look at previous notes on the account and see what's going on. Hold on just a second.
[AGENT][NEUTRAL] All right, Ms. [PII], and so you're going to continue your policy and port it, right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and you only have the one policy.
[AGENT][NEUTRAL] I apologize, you have not received that. Um, I'm trying to look in your scan document.
[CUSTOMER][NEGATIVE] I'm just worried about my coverage being disconnected, yeah, and I don't wanna do that.
[AGENT][NEUTRAL] Mhm. I understand. I understand. Um, the thing is, um, your coverage is still active. We're waiting on a premium, uh, for May. So it's, it has to stay under your employer until they pay that last premium.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] And then once we receive that we can go ahead and change it over so I'm wondering if they were if the person you spoke to was waiting on that premium but I'm gonna go ahead and send out the letter to you um to make sure that we can you know change it over as soon as we receive that premium from them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So I'll get that done up today and uh would you like it the same way she told you, email and mail?
[CUSTOMER][NEUTRAL] Uh, yes, are you gonna send it to the [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I will be looking for it there. I just really don't need this policy to lapse, so I'm like I'm just a little bit concerned with it, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand, yes, ma'am. But it, it will not lapse and then we'll have um
[AGENT][NEUTRAL] Let's see, when did the group notify us?
[AGENT][NEUTRAL] Do do do do.
[AGENT][NEUTRAL] On [PII], so we give you 30 days from the date that the group told us, hey, you know, um, they're not gonna be being this premium is not gonna be paid by us anymore, um, then you have 30 days from the end, um, but since we're waiting on that premium, um, that kind of extends your period of time, um, let me see when they pay.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see, we're waiting on May.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It looks like they do pay in arrears, so they pay.
[AGENT][NEGATIVE] Well, no.
[AGENT][NEUTRAL] They paid the last payment in arrears, but they usually pay it.
[AGENT][POSITIVE] On time so we should be getting that that payment very soon and then we can swap it over so like I said I'm gonna go ahead and send that to you so you can go ahead and fill it out and that way as soon as we receive the payment we can go ahead and swap it over.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that sounds good thank you so much.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, you have a wonderful day. Thank you so much for choosing APL.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Mm