AccountId: 011433970860
ContactId: 35aca1bd-8780-418f-8c82-33ea1150999e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579400 ms
Total Talk Time (AGENT): 205248 ms
Total Talk Time (CUSTOMER): 374532 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/35aca1bd-8780-418f-8c82-33ea1150999e_20250129T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm good, thank you. Um, I have a member on the line that she's calling about her portability and it looks like um she spoke to uh several of us yesterday, yeah, yesterday, and I see that you made a note saying, looking.
[CUSTOMER][POSITIVE] So I guess you're working on it, so it's good that I got you.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So let me give you a policy number. It's 23845554.
[AGENT][NEGATIVE] Yeah, I think I was running out of time when I got to her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't wanna do it on this one, but I did it anyways 238-455-4.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], and the notes is indicated that Miss [PII] was supposed to call her back, but I mean, I'm pretty sure that um it's not enough time for her to call her back, probably. I'm not sure. But yeah.
[AGENT][NEUTRAL] Who was supposed to?
[CUSTOMER][NEUTRAL] She's calling.
[CUSTOMER][NEUTRAL] Um, I see a note from [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did she said that she's gonna call her back or something like that once it's, uh, I don't know.
[AGENT][NEUTRAL] Yes, she put in a hub. I remember that.
[CUSTOMER][NEUTRAL] Yeah, but yeah, I'm pretty sure, I mean, it's too early, um, so I'm not sure why she's calling back, but she is calling back and she has to be transferred to customer service.
[AGENT][POSITIVE] Alrighty then, thank you.
[CUSTOMER][NEUTRAL] You're welcome. I did verify all the information. The callback number is the same one in the system, OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good day. Here she comes. Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you from here. She's in the customer service department.
[AGENT][NEUTRAL] You too. Mhm.
[CUSTOMER][POSITIVE] OK, thank you very much. You're welcome have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] Except for this mess I got myself in.
[AGENT][NEUTRAL] All right, well, um, [PII] said that you wanted to, uh, port your policy, um.
[CUSTOMER][NEUTRAL] Yeah, I talked to several people yesterday and uh [PII], I had said that it needs to be ported. I guess that's the word that makes sense to me. I don't know any of these terms, OK? Um, but what has happened is, apparently, we had a couple of incidences in the family. Uh, he is brother had a stroke in [PII]. We're up there over a month, came back, his nephew died, we went back up to the funeral, and some
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Somehow I didn't get all of the information from you guys and I assumed because I retired in [PII] I believe from the school system and I sent in all the information for the bank and all this kind of stuff that you have at that time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And I thought that it was all done, all set and everything's gonna continue year after year after year. Apparently I should have gotten some information and I, and it's, you know, on my end I didn't get it. If I got it, I got a letter that was like an 8.5 by 11 and I thought it was, you know, a statement of benefits, you know, when you get a stack of mail and you come back, you see the APL and well it's just a stack of benefits I'll read that later, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah. Well.
[CUSTOMER][NEUTRAL] So apparently it's a little more important than that and I really would love to have this reinstated.
[AGENT][NEUTRAL] OK. Well, what had happened is the, the group um that you were with the Zel Independent School District, uh, discontinued the, the cancer policy. So we're, we're offering portability um to a, a new policy. All the benefits and everything are the exact same thing. It just lets you continue it even though the group no longer has the policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I have a portability form that I will need to send to you and I can send that to you by email or mail whichever you choose um.
[AGENT][NEUTRAL] And that way you can continue.
[CUSTOMER][NEUTRAL] Well, I don't want it collapse. I know that I know email would be faster, but I don't have good luck with my phone because [PII] said something about what we'll send you the letter too. I, I told her I will check. I'll check, I'll check, but you know I didn't get any emails after like [PII] yesterday afternoon or so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe it was earlier than that, but anyway, so I don't know that it's working and I'm not a computer person, so I, but I don't want it to lapse if you, if the time frame is different, I'll work with my phone if I have to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, well, what I can do is I'll, I'll send it to your email and I'll also put a um a copy in the mail as well and that way if, if you can't do it on your phone, you, you'll get the paperwork in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, OK, I'll be looking forward to both places then, uh, because another thing that has happened ever since I've talked to you, uh, yesterday morning I started these calls. I have gotten probably 5 or 6 spam risk numbers come up all having your area code on it. So I don't know how it all got connected, but so if somebody doesn't identify themselves through a voicemail, I won't know what you guys, and I don't answer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand
[CUSTOMER][NEUTRAL] I mean, it's just, I, I don't know anything about viruses in the phone. I guess I need to go down to uh where I've got the phone at and have them check for viruses. That may be what's causing all those spam calls, but the minute someone calls me, it seems like I get a zillion, you know, from that area code, and I know it's not you guys because you're [PII]. It'll say one of them said [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, I, but it started out with your area code.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I get the same thing every time I call somebody or something on my cell phone, then I'll start getting calls from that area code that are, are that I don't know and I won't answer them either, so yeah, I understand.
[CUSTOMER][POSITIVE] And I'm going OK
[CUSTOMER][NEUTRAL] Well, and like I said, I'm, I'm [PII], but to me it's not real old but old enough that I don't understand things.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, OK. All right, well I will get both of those out. I'll get it out in the mail to you and an email as well and um.
[CUSTOMER][NEUTRAL] OK, I'm gonna write you will mail and will email, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I need to do anything else on this end?
[AGENT][NEUTRAL] Um, no, just when you, you get that, just fill it out and send it in with your premium, the premium, everything stays the same, um.
[CUSTOMER][NEUTRAL] OK, and it'll state what that premium is on that letter or somewhere?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, um, I don't think it's on there, but, uh, uh, the premium for 3 months is $100.14.
[CUSTOMER][NEUTRAL] 3 months is
[CUSTOMER][NEGATIVE] $1 100 dollars and 14 cents. OK, now what brought to my attention was not your information asking for information. It was a refund check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't want this refund check. I want, I want my stuff back. So what do I do with this check?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, you can send it back with the um.
[CUSTOMER][NEUTRAL] OK um
[AGENT][NEUTRAL] With the form and then we can void the check and apply it to your premium.
[CUSTOMER][NEUTRAL] With the.
[CUSTOMER][NEUTRAL] OK, I don't want to mix anything up, but OK, but I'm gonna send you a $114 check and the and the refund check when I get that, uh, in the mail mail, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, if, if you.
[AGENT][NEUTRAL] If you're sending back the check, that's for 2 months, um, I would just send in 3338 then.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then that will pay you to March. That will pay you to March.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Plus
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I used to have all of the bank account stuff, so it was an auto withdrawal. Do I have to refile that as well?
[AGENT][NEUTRAL] Oh no, no, ma'am, um, I do see it is on a draft, um, so just send that check back we'll apply the 2 months premium and then it'll start drafting next month.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] OK, but I do still have to find that I want this new new thing that you're doing.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] And I can actually do that.
[CUSTOMER][NEUTRAL] Hopefully by email.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and then I can uh.
[AGENT][NEUTRAL] Oh, or by mail.
[CUSTOMER][NEUTRAL] OK, yeah, you said.
[AGENT][NEUTRAL] It's faster by email but.
[CUSTOMER][NEUTRAL] Yeah, but if I'm sending the check, it might be better by mail because I could sign it, put the check in it, the refund check in it, and hopefully everybody will get it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so that will take probably a week and that's OK with you guys?
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Anything else I need to know or do?
[AGENT][NEUTRAL] I think that's it.
[AGENT][NEUTRAL] So, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] No, I didn't tell my children what I've done, so, but you don't know them, you can't, you can't tell on me.
[AGENT][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, thank you for your help, hon.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, thank you for having, uh, calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you, bye bye.
[AGENT][POSITIVE] All right. Goodbye. Thank you.