AccountId: 011433970860
ContactId: 31caebac-5da4-481e-af0d-8ab7350a4011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504329 ms
Total Talk Time (AGENT): 212049 ms
Total Talk Time (CUSTOMER): 208006 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/31caebac-5da4-481e-af0d-8ab7350a4011_20250327T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I had called the other day, um, our company had a group policy and they had changed carriers and so it was up to be the portability.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Whatever happened, the letters didn't go out till late and so now they've come out and so I'm trying to fill out these forms to continue the coverage, but the numbers don't match the certificate numbers and stuff that I have.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we can verify that um sometimes there are older policies and they'll just continue with a newer policy number it's the same policy but that does happen but we can verify that if you uh just wanted to make sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure I put the right number on the on the form so that it doesn't have a problem because I know it's probably time sensitive.
[AGENT][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, yeah, I could check that for you um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII] right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII] before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, um, and then I can take any of those policy numbers.
[CUSTOMER][NEUTRAL] OK, the ones that came on, it probably be the ones on y'all's letter rather than the ones I have on my policy if I'm guessing.
[AGENT][NEUTRAL] We can try it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02535626
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alrighty, I'm just gonna verify some information really quick. Pa, can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you. It looks like it might be through your employer.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] That's it. OK, thank you so much for verifying that. OK, so yes, all the cancer policies and then you also had an accident policy as well. Um, did you need both of those policy numbers?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, oh, you had a hospital indemnity as well. I don't know if you wanted to keep that.
[CUSTOMER][NEUTRAL] That one I don't need to keep, but the other two I do.
[AGENT][NEUTRAL] OK, so just the cancer and the accident got it. OK, so the policy number that you gave me for the cancer that is the most.
[CUSTOMER][NEUTRAL] And the cancer was not just.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] I said the policy I had was a cancer and um critical illness, but the letter just shows it's cancer only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The critical illness I'm showing that one terminated in [PII].
[AGENT][NEUTRAL] Now I can still give you that information though if you'd like. The policy number that you had for your cancer was that the 2293065?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so yeah, that's just the older one it's the same policy I know it's a bit confusing but the one that you gave me is the more recent one so that's going to be the one that you put on the paperwork.
[CUSTOMER][NEUTRAL] OK, so the one that came on the letter is the correct number I need to put.
[AGENT][NEUTRAL] Yes, the one ending in 66.
[CUSTOMER][NEUTRAL] OK, and what do I show for a group number? I'm not finding that.
[AGENT][NEUTRAL] Uh, let me get that. Give me just a moment, I'll get that.
[AGENT][NEUTRAL] That is 18,610.
[CUSTOMER][NEUTRAL] 18,610 group number and is that on both the cancer and the.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Accident or is that just on the cancer?
[AGENT][POSITIVE] That's for all of them, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I just need to use that.
[CUSTOMER][NEUTRAL] I've got the premiums.
[CUSTOMER][NEUTRAL] And if I did
[CUSTOMER][NEUTRAL] Well I just send in a check for a se annual premium.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just bill me at the end of that and then for the next 6 months.
[AGENT][NEUTRAL] Yes, that's perfectly fine if that's how you'd like it set up.
[CUSTOMER][NEUTRAL] And I can just send you. I don't have to do the electronic funds correct?
[AGENT][NEUTRAL] No, you do not have to.
[CUSTOMER][POSITIVE] OK, and last question and then I'll let you go. I'm sorry.
[AGENT][NEUTRAL] Uh-huh. You're fine. You are fine.
[CUSTOMER][NEUTRAL] It's got a PO box here if I.
[CUSTOMER][NEUTRAL] I know the post office, their mail is pathetic right now, so I will probably overnight it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, I do have, do you have the overnight address? I can get that for you if you don't we do have a one that's for overnight, um.
[AGENT][NEUTRAL] Let me get that just in case.
[CUSTOMER][NEGATIVE] So I got in another letter too it shows cancer and specified disease.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Can I put a note in there to to send me a a new copy or I guess I'll probably send me a new policy once it's.
[AGENT][POSITIVE] Oh absolutely yes yes we'll absolutely send that information to you. I would say if you don't get it um let's say within I would give it at least uh a few weeks.
[AGENT][NEGATIVE] Like maybe about 2 or 3 weeks and if you've not gotten it before then uh then give us a call and we'll have it resent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I kept calling. I didn't get any letters and then all of a sudden I got all kinds of letters that they were dated. Some of them were dated back in December, but I just got them.
[AGENT][NEUTRAL] Oh my goodness, yeah, I think it's this whole group we've kind of had that issue with them lately.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'll make sure that
[CUSTOMER][NEUTRAL] I will send that um.
[CUSTOMER][NEUTRAL] And the other number that you have for the accident policy is the is the 012.
[CUSTOMER][NEUTRAL] 891-118
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] I think that'll oh you were gonna give me the overnight.
[AGENT][NEUTRAL] Oh yes, OK, give me just a moment let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I think that's just going to be for claims actually. I don't know that I could that's going to be the same for this. I don't want there to be a mix up. um, I'll go ahead and just give you our general mailing address just in case you don't have that. Do you have the [PII]?
[CUSTOMER][NEUTRAL] Now envelope that
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], [PII].
[AGENT][NEUTRAL] OK, OK, yes, OK, so that's gonna be the correct one. The overnight one is a bit different and I believe it is just for claims, so I don't want there to be a mix up and it actually taking longer for you.
[CUSTOMER][NEGATIVE] Yeah, that'd be my luck. And I go, sorry, you waited too long.
[AGENT][NEGATIVE] No, no, no, because I'm not gonna do that.
[CUSTOMER][NEUTRAL] Alright, and do I need to do two separate checks, one for each policy?
[AGENT][NEUTRAL] Um, well, let's see.
[AGENT][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] Probably
[AGENT][NEUTRAL] I mean, if you want, yeah.
[CUSTOMER][NEUTRAL] Just re policy first.
[AGENT][POSITIVE] I don't know that. That's funny. Nobody's ever asked me that
[AGENT][NEUTRAL] I mean you can if you want to. I think you'd be OK with just the one honestly.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] Yes ma'am. You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you, bye bye.