AccountId: 011433970860
ContactId: 40332c4c-1717-456e-ab9e-c1405ff6914c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376640 ms
Total Talk Time (AGENT): 176394 ms
Total Talk Time (CUSTOMER): 165587 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/40332c4c-1717-456e-ab9e-c1405ff6914c_20250114T21:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling because I got two notices from you, one for accidental and one from limited benefit medical plan, and I'm trying to figure out what this is from.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you on that card. Did you receive a card?
[CUSTOMER][NEUTRAL] It's a letter, so it's basically a policy owner's request to port coverage. It's a 2 pager.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that request, do you see a reference number possibly?
[CUSTOMER][NEUTRAL] A certificate number.
[AGENT][NEUTRAL] All right. What's the certificate number?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 93535
[AGENT][NEUTRAL] And what is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And
[AGENT][NEUTRAL] What is your current mailing address? I just have to verify your information.
[CUSTOMER][POSITIVE] Nice
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are y'all OK with the fires?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, I'm so glad for you. I've been so worried about everybody.
[AGENT][NEGATIVE] That's just horrible, horrible. OK, so this was a policy that you actually had with Right Way school or right at school.
[CUSTOMER][NEUTRAL] Yeah, it's been crazy.
[CUSTOMER][NEUTRAL] Right at school, OK.
[AGENT][NEUTRAL] And they're offering to see if you want to continue the policies.
[CUSTOMER][NEUTRAL] OK with what company? That's what I'm trying to figure out.
[AGENT][NEUTRAL] So it would be where um I tell you what, let me get you to a customer service representative and they can give you more of that information. Would that be OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you. If you don't mind holding just one moment please, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, thank you, [PII], for answering. I always wonder, am I gonna get somebody that's gonna say, why are you transferring the call? Uh, I just can't answer this.
[CUSTOMER][NEGATIVE] Why are you, I'm kidding.
[AGENT][NEUTRAL] Why, why am I? Cause I don't know the answer.
[CUSTOMER][NEUTRAL] Uh-huh I had.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I've got policy. No, this one's easy. I mean, she's really nice.
[CUSTOMER][NEUTRAL] Embrace
[AGENT][NEUTRAL] Um, 229-3535. This is nothing like the other one the other day.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, I was like, I'm so sorry. This is from [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] And bless your heart in [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEGATIVE] No, it just breaks my heart. So she received a port letter and she's wondering what it is and if she continues what company would it be through I'm some of the, I just don't, I just, Sam, I just don't know how to answer those questions.
[CUSTOMER][NEUTRAL] Right. Gotcha.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] I'm like, I can't know it all.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Um, uh, no, no, that's not a problem. I can help her, um, just if you want to know ever, um, you know.
[AGENT][POSITIVE] I do. I do. I like learning. I mean, I remember.
[CUSTOMER][NEUTRAL] If they, I think that's why I wanna tell you because I know you do, but it would be under like an individual policy, you know, like it would still show right at school but they would be paying for it on their own.
[AGENT][NEUTRAL] OK. Yeah, well, I, when she said them what come on, hang on.
[CUSTOMER][NEUTRAL] You know, so yeah.
[AGENT][NEUTRAL] Yeah, that's good to know. I mean, I knew it would be an individual policy, but then when she said what group, I'm like, I was like a deer in the head like I'm like, uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][POSITIVE] I appreciate you taking it and I've verified all of her information along with her callback number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which is the [PII].
[CUSTOMER][POSITIVE] Oh, thank you. OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK, uh.
[AGENT][POSITIVE] And she is OK with the fires. They, they have not been affected.
[CUSTOMER][NEUTRAL] Well, that's good. I was gonna ask you when you said [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Oh, [PII], yeah.
[AGENT][POSITIVE] Bless him.
[CUSTOMER][POSITIVE] Uh, OK, I am ready whenever you are.
[AGENT][POSITIVE] All righty. I appreciate it, [PII]. I hope you have a great afternoon. Let me just get Ms. [PII] on the line. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, thank you for your patience, Ms. [PII]. I do have [PII] in our customer service department, and she can assist you further with that portability information, but it has been a pleasure to assist you and I hope you and your family remain safe.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye. Hi [PII]. Hi Miss [PII], yes ma'am, um, [PII] was just telling her I have two notifications from APL so I'm just trying to figure out because she's telling me it's from right at school that's my current employer, so I want more details. What is this?
[CUSTOMER][NEUTRAL] OK, now this policy is your hospital indemnity, uh, policy. Let's see, and it looks like the right in school canceled these policies with us and so you know you're able to port them if you want to, but um just some of the benefits is like hospital admission benefits, hospital confinement.
[CUSTOMER][NEUTRAL] Um, you know, I could let you speak to someone in our benefits department for um details on the benefits, um, but it's, you know, basically.