AccountId: 011433970860
ContactId: 2d1831ee-054e-41aa-a88e-a1f3cfb91741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378940 ms
Total Talk Time (AGENT): 112525 ms
Total Talk Time (CUSTOMER): 134473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2d1831ee-054e-41aa-a88e-a1f3cfb91741_20250305T16:36_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] Hi [PII], I recently um retired from my uh organization and I carried the cancer insurance, uh, through, uh, it was [PII]. Is this the same place?
[AGENT][POSITIVE] Yes, it, it sounds like, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I am interested in um converting uh or continuing my coverage that I had with my employee and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I was given this number to call to convert coverage to an individual policy, which is assuming what I'm doing. Uh, with that being said, I am currently undergoing treatment for cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so, which is another reason I need to continue this insurance, so.
[AGENT][POSITIVE] OK. I sure can. I'll be more than happy to assist you with your policy, the continuation, um, and the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Can you help?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. That's [PII] My contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is
[CUSTOMER][NEUTRAL] I'm sorry, uh, it is, you ready? um.
[AGENT][NEUTRAL] You're fine. Yes.
[CUSTOMER][NEUTRAL] All all this says, I'm sorry, all this is is.
[CUSTOMER][NEUTRAL] Uh, for the cancer insurance, I have a high plan. It just says policy number high provided by Chu C H U B B.
[CUSTOMER][NEUTRAL] That's all it says.
[AGENT][NEUTRAL] OK, I can look a policy up with your um social if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, here we go and it just populated let me see which one.
[AGENT][NEUTRAL] OK, so I have your policy here, Mr. [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII]. My mailing address is [PII]. The email on file, I don't know if it's my work or my personal one. I think it's, uh, my personal one is [PII].
[CUSTOMER][NEUTRAL] Which is the preferred one now that I'm no longer employed.
[AGENT][NEGATIVE] Hold on one moment, I just messed up.
[AGENT][NEUTRAL] OK. What was the email, this is the work email. Let me change it to your personal. Can you repeat the personal for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um, let me go ahead and get a customer service representative on the line, um, that's the department that helps with the continuations um and let you know what's needed, um.
[AGENT][NEUTRAL] And before I do that, was there anything else that I can assist you with in terms of your policy?
[CUSTOMER][NEUTRAL] I don't guess so, but thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and hold on one moment while I get a customer service rep on the line for you, OK?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I thought I had a thing open, but I guess I didn't.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][POSITIVE] Good morning. 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 good how are you?
[AGENT][NEUTRAL] I'm doing well. Um, I have a, um, insured on the other line that's wanting to continue their cancer, um, coverage. They're no longer with their employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number is 24032777.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I can help you.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good morning Mr. [PII]. This is