AccountId: 011433970860
ContactId: 31bf1e83-5ee8-4bab-8844-4f5bb0d2d243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238529 ms
Total Talk Time (AGENT): 142213 ms
Total Talk Time (CUSTOMER): 79328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/31bf1e83-5ee8-4bab-8844-4f5bb0d2d243_20250129T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in the cancer department. I have an insured on the line. Let me know when you're ready for her policy number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 121
[CUSTOMER][NEUTRAL] 9885, Miss [PII].
[CUSTOMER][NEUTRAL] I've already verified all her information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], and the reason she's calling is because I let her know that this policy lapsed. She said she don't know how it lapsed she paid the premium.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's that one of those policies that had to be ported and if she didn't respond, she didn't get ported.
[CUSTOMER][NEUTRAL] That's probably what happened. Yeah, that's probably what happened.
[AGENT][POSITIVE] Yeah, um, but send her to me and I'll let her know. Thank you.
[CUSTOMER][POSITIVE] OK, you have a good 11 moment, OK?
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Miss [PII]?
[CUSTOMER][POSITIVE] Yes. I have Ms. [PII] on the line in customer service, she's gonna further assist you OK? Have an awesome rest of your day. OK thank you you as well. Uh huh bye bye. Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] I've got your information pulled up and the representative that transferred you stated that you were inquiring about the policy status. Um, it should be active because the premiums were paid for the policy.
[CUSTOMER][NEUTRAL] OK, yeah, I think the lady before you said it was.
[CUSTOMER][NEUTRAL] Inactive now?
[AGENT][NEGATIVE] Canceled. Yes, the group, the group canceled with us in September, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] We actually sent out information for you to port your policy and we never did get anything back.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, because you had to port it to continue it, um, so we, the last premium we got from the group was in fact for the month of August. Now if they should have submitted the more premium than that you'll have to contact them, but um the group canceled with us so that's why the policy is no longer active.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK, but the one that I just before they canceled that one is still, I can uh.
[AGENT][POSITIVE] You can still utilize.
[CUSTOMER][NEUTRAL] I can send the claim in to you.
[AGENT][NEUTRAL] No, um, we'll have to, I'll have to see if it's, if you can actually, because I think from my understanding we sent the port letters if we didn't get a response in 30 days, I don't think you can port it still, but I'll have to double check with my supervisor don't quote me.
[AGENT][NEUTRAL] And that I just wanna make sure that there's nothing else we can do for you um I know you can't continue this one but I'm not sure if you're still within the portability time frame is it possible for me to call you back to verify that and see if there is anything else we can do for you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, yes, and uh if I, if you.
[CUSTOMER][NEUTRAL] Have to call me after [PII]. Just leave a message. It's my cell phone. I'm the only one that answers.
[AGENT][NEUTRAL] OK, and your phone number is [PII], is that correct, Ms.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will definitely call you back. I just need to touch bases with her um and see what we can do if possibly we can port you over to an individual plan, but I, I do apologize once the group notifies us that they're no longer going to be payroll deducting the policy did terminate so um we will get back to you. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Right.