AccountId: 011433970860
ContactId: 27245686-9d88-4be1-977e-c46b9a02526f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331459 ms
Total Talk Time (AGENT): 174093 ms
Total Talk Time (CUSTOMER): 150774 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/27245686-9d88-4be1-977e-c46b9a02526f_20250114T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh thank you [PII] for answering. I always wonder, am I gonna get somebody that's gonna say, why are you transferring the call? Uh, I just can't answer this.
[AGENT][NEGATIVE] Why are you, I'm kidding.
[CUSTOMER][NEUTRAL] Why, why am I? Cause I don't know the answer.
[AGENT][NEUTRAL] Uh they had.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I've got policy. No, this one's easy. I mean, she's really nice.
[AGENT][NEUTRAL] Embraced.
[CUSTOMER][NEUTRAL] Um, 229-353-5. This is nothing like the other one the other day.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yes, I was like, I'm so sorry. This is from [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] And bless your heart in [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] No, it just breaks my heart. So she received a port letter and she's wondering what it is and if she continues what company would it be through um some of, I just don't I just see I just don't know how to answer those questions.
[AGENT][NEUTRAL] Right. Gotcha.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] I'm like, I can't know it all.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Um, uh, no, no, that's not a problem. I can help her. Um, just if you want to know ever, um, you know.
[CUSTOMER][POSITIVE] I do, I do. I like learning. I mean, I remember.
[AGENT][NEUTRAL] If they say that's why I wanna tell you because I know you do, but it would be under like an individual policy, you know, like it would still show right at school but they would be paying for it on their own.
[CUSTOMER][NEUTRAL] OK, yeah, well, I, when she said under what come on, hang on.
[AGENT][NEUTRAL] You know, so yeah.
[CUSTOMER][NEUTRAL] Yeah, that's good to know. I mean, I knew it would be an individual policy, but then when she said what group, I'm like, I was like a deer in the head like I'm like uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]. Yeah.
[CUSTOMER][POSITIVE] I appreciate you taking it and I verified all of her information along with her callback number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Which is the [PII].
[AGENT][POSITIVE] Oh, thank you. OK.
[AGENT][NEUTRAL] OK, OK, uh.
[CUSTOMER][POSITIVE] And she is OK with the fires. They, they have not been affected.
[AGENT][NEUTRAL] Well, that's good. I was gonna ask you when you said [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Oh, [PII], yeah.
[CUSTOMER][POSITIVE] Bless him.
[AGENT][POSITIVE] Uh, OK, I am ready whenever you are.
[CUSTOMER][POSITIVE] All righty. I appreciate it, [PII]. I hope you have a great afternoon. Let me just get Ms. [PII] on the line. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright, thank you for your patience, Ms. [PII] and I do have [PII] in our customer service department, and she can assist you further with that portability information, but it has been a pleasure to assist you and I hope you and your family remain safe.
[CUSTOMER][POSITIVE] Thank you have a good one. You too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hi. Hi, Ms. [PII]. Yes, ma'am. Um, [PII] was just
[CUSTOMER][NEUTRAL] Yes, so I was telling her I have two notifications from APL, so I'm just trying to figure out because she's telling me it's from right at school. That's my current employer, so I want more details. What is this?
[AGENT][NEUTRAL] OK, now this policy is your hospital indemnity, uh, policy. Let's see, and it looks like the right at school canceled these policies with us and so you know you're able to port them if you want to, but um.
[AGENT][NEUTRAL] Just some of the benefits is like hospital admission benefit, hospital confinement, um, you know, I could let you speak to someone in our benefits department for um details on the benefits, um, but it's, you know, basically just hospitalization type benefits. And it may be some outpatient benefits too.
[CUSTOMER][NEUTRAL] Is there any way I can get some literature mailed out to me?
[AGENT][NEUTRAL] Uh yes, ma'am. Uh, uh, and just to let you know, you can also register your account online and you can view all of your policy actually let me stop because now that it's lapsed, you can't view this policy, um, but I can get it, um, mailed to you. I can email it to you also if that would help.
[CUSTOMER][POSITIVE] Yes, if you can mail it, that'd be great.
[AGENT][NEUTRAL] OK. Um, I sure can.
[CUSTOMER][NEUTRAL] So there's 2, so I have the limited medical benefit medical plan and then accidental injury.
[AGENT][NEUTRAL] Um, OK. Yes, ma'am, I do see both of those.
[AGENT][NEUTRAL] OK, and I will definitely get that mailed out to you. Um, I do just want to make you aware that if you do decide you want to keep these, you do have 30 days from the date of that letter, you know, so [PII] would be the last day to be able to keep them. I just want you to keep that in mind.
[AGENT][POSITIVE] You know, um, but I will definitely get this mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][NEUTRAL] Yes ma'am, um, would you want me to email it also?
[CUSTOMER][NEUTRAL] Yes, if you can.
[AGENT][POSITIVE] OK, yes ma'am, I sure will.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] OK. You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, that's it for now.
[AGENT][POSITIVE] OK, well, you have a good day, Ms. [PII], and thank you for calling ATL. Thank you.
[CUSTOMER][POSITIVE] Thank you you too OK.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] 9