AccountId: 011433970860
ContactId: 3299e54a-1848-4e18-9364-d904c77f3988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303269 ms
Total Talk Time (AGENT): 114258 ms
Total Talk Time (CUSTOMER): 89161 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3299e54a-1848-4e18-9364-d904c77f3988_20250121T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][NEUTRAL] Good. Hey, uh, I have a policy number.
[AGENT][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] It's 217-092-2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it looks like maybe TWU 556 is discontinued using you guys, is that correct?
[AGENT][POSITIVE] We will definitely take a look at that um [PII], first, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, 801.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and then I'm just gonna verify some of your information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. OK, give me just a moment here, let me see.
[AGENT][NEUTRAL] What's going on?
[AGENT][NEUTRAL] Yes, it does look like the group did cancel uh this policy. I don't know if we would be able to continue it if we could, is that something that you would want to do?
[CUSTOMER][NEUTRAL] Yeah, I'm interested in that and when was the cancel date, the end of this last year?
[AGENT][NEUTRAL] Um, beginning of this year, so, uh, [PII]. Beginning date uh for this policy was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, yeah, if you could see if it's portable.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Alright, give me just a moment, [PII]. I'm just gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Certainly.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] During
[CUSTOMER][POSITIVE] Good morning. Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][NEUTRAL] Doing alright, thank you. I've got an insured on the line. Looks like their group uh canceled their cancer policy and she wants to see if she can uh port that.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 021-70922.
[AGENT][NEUTRAL] Now I'm trying to actually like learn more about this myself. I, at first I thought if it had the G in the front, you couldn't, and I was told that it just depends. So I'm looking in the policy under the portability.
[AGENT][NEUTRAL] And I mean I'm not gonna make a call obviously but.
[AGENT][NEUTRAL] If it has the portability writer, does that mean it can be ported? Is it that simple? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um, and some of these GC 14 plans, um, actually we had some of these that we had to change earlier in the year in September, yeah, but with her case since this just happened, yeah, she can forward it. She's got that port writer. I'll send her a method of payment letter and she'll be good to go from there, so I'll talk to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I remember that.
[AGENT][POSITIVE] Cool, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I appreciate it thank you I'll send her over.
[CUSTOMER][POSITIVE] All right, no problem. Thank you.
[AGENT][POSITIVE] Alright thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.