AccountId: 011433970860
ContactId: 39590a2b-fe00-445c-b4c1-0f8998865ee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412200 ms
Total Talk Time (AGENT): 223183 ms
Total Talk Time (CUSTOMER): 119986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/39590a2b-fe00-445c-b4c1-0f8998865ee1_20250108T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, sorry, uh oh.
[CUSTOMER][NEUTRAL] I just received the letter.
[CUSTOMER][NEUTRAL] From you guys APL.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] I don't understand why I, I'm only guessing that another insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] traded me to you guys?
[AGENT][NEUTRAL] OK, alright sir, so you have received a letter and you don't understand why you've received the letter, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with your letter. Can you please give me your name?
[CUSTOMER][NEUTRAL] My name's [PII]
[AGENT][NEUTRAL] Thank you [PII] and what is your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] area code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then on the letter do you see a policy or certificate number or a reference number?
[CUSTOMER][NEGATIVE] Uh, no, I don't, I didn't, I didn't bring it with me. All I wrote down was, uh, what I didn't understand.
[CUSTOMER][NEUTRAL] Is his policy name product to Ford.
[CUSTOMER][NEUTRAL] Uh, certificate number.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, APLC policy number.
[CUSTOMER][NEUTRAL] Bank routing number, you know.
[CUSTOMER][NEGATIVE] What I didn't understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so what it sounds like to me is that you have or have had a policy with us. um, can I please get your social security number so I can pull in your policy since you don't know the number and you don't see it on the, the letter.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me look that up, sir.
[AGENT][NEUTRAL] OK [PII], I think I have your policy pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also for security reasons I'll need for you to verify your address, phone number and email address with me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the number that you gave me in case our phone call is disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then one last verification can you please give me your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Then the number [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me, [PII]. OK, looking, I do see that you have had a group cancer policy with us in the past. Um, it was through Union Bank and Trust.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Company for LA County.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir, so that letter that you received is a letter if you wanted to continue your cancer policy with us because uh.
[AGENT][NEUTRAL] LA County is no longer um.
[AGENT][NEUTRAL] A group with us anymore they have terminated their their group with us but if you wanted to keep your policy.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] You'll need to fill out that information and send it back into us.
[CUSTOMER][POSITIVE] Yeah 70, OK, OK, great.
[CUSTOMER][NEUTRAL] Uh, can you help me with some of these questions?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, I sure can.
[CUSTOMER][NEUTRAL] Like the, the policy name?
[AGENT][NEUTRAL] Yes, sir. The policy name is GC 14CL1.
[CUSTOMER][NEUTRAL] G
[AGENT][NEUTRAL] G as in girl,
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] C as in cat, 14, the number 14.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] C as in cat, L as in Lima, and the number 1.
[CUSTOMER][NEUTRAL] Will GC 14L1
[AGENT][NEUTRAL] C1, C as in cat, L1.
[CUSTOMER][NEUTRAL] CL1 OK and then uh the.
[CUSTOMER][POSITIVE] Uh, product support.
[AGENT][NEGATIVE] The product is a cancer product.
[AGENT][NEUTRAL] Now I'm looking at your policy, sir. When did you receive that letter?
[CUSTOMER][NEUTRAL] Uh, what's today? Friday? No.
[AGENT][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] Uh, I wanna say Monday.
[AGENT][NEUTRAL] Monday, OK, so because your, your policy canceled back in um July, so what I'm going to need to do uh in order to get your questions answered for you because there's a 30 day grace period, um.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] I'm going to go ahead and transfer you on over to Union Bank and Trust so that they can help you further as far as uh being able to put your policy and explain to you.
[AGENT][NEUTRAL] About your policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it's gonna be a brief, yes sir, it's going to be a brief hold and I will transfer you on over to Union Bank and Trust. I'm gonna give you that number.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sir just in case during the transfer the call is disconnected you'll have the phone number.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK, great, go ahead.
[AGENT][NEUTRAL] OK. Yes, sir. All right, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][POSITIVE] OK, I'm gonna transfer you over, so it's gonna be a brief hold, Mr. [PII]. I hope you have a wonderful day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Thank you for calling Employee retention Benefits, a division.