AccountId: 011433970860
ContactId: 28b87d95-7472-43fe-9900-d897bb97c5a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320700 ms
Total Talk Time (AGENT): 100568 ms
Total Talk Time (CUSTOMER): 116022 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/28b87d95-7472-43fe-9900-d897bb97c5a0_20250226T14:08_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][NEUTRAL] Yes, I need to talk to someone about uh
[CUSTOMER][NEUTRAL] My, uh, policy of changing from a company to individual.
[AGENT][POSITIVE] OK, well, I can definitely help you with your continuation. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] What else you need?
[AGENT][NEUTRAL] Your phone number and your policy number?
[CUSTOMER][NEUTRAL] OK, uh, phone number [PII].
[CUSTOMER][NEUTRAL] Uh, certification number 01625371.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I have you here. And Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh yes, [PII], [PII]. Email is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And this is for your cancer policy?
[CUSTOMER][NEGATIVE] Yeah, the, uh, cancer, heart and stroke.
[AGENT][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Someone named [PII], I guess in customer service or whatever yesterday was supposed to uh email me the policy to sign and and everything but I haven't got it yet and I called her yesterday about 3 something and uh.
[CUSTOMER][NEUTRAL] I mean this is a deadline. I think I have to have everything done by [PII].
[AGENT][NEUTRAL] OK, let me reach out to customer service. That's also the department that [PII] is in, but they do the continuation. Um, so let me reach out to customer service. Before I do that, was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment while I get a representative for you, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Wait, but isn't
[AGENT][POSITIVE] Yes, that's a special group.
[AGENT][NEUTRAL] Well, it's gonna tell me what to do.
[AGENT][NEUTRAL] I think continuations still go to customer service, yep, OK, just wanna make sure.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a member on the other line that needs some help with continuation. She said that uh [PII] was supposed to be emailing her something, but she hasn't received it. I didn't see anything in the notes though, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she's needing help with reporting her policy over.
[CUSTOMER][NEUTRAL] OK, and what is the policy number?
[AGENT][NEUTRAL] It's 162.
[AGENT][NEUTRAL] 5371.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, this policy is paid today is 2023.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The policy you pay today is um
[CUSTOMER][NEUTRAL] September [PII].
[AGENT][NEUTRAL] Hold on, let me go back to the other screen. That's just the one she gave me. She may have had a recent one. Hold on.
[CUSTOMER][NEUTRAL] Oh, OK. I do see the recent one. I got it.
[AGENT][POSITIVE] You got it. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can go ahead and take her.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning.