AccountId: 011433970860
ContactId: 40eca165-ca50-4ff4-849b-80146d23d312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768799 ms
Total Talk Time (AGENT): 312030 ms
Total Talk Time (CUSTOMER): 218286 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/40eca165-ca50-4ff4-849b-80146d23d312_20250130T20:09_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] OK. My name is [PII]. I was calling because I received some forms to fill out for um
[CUSTOMER][NEUTRAL] Um, uh, payment deductions from my
[CUSTOMER][NEUTRAL] Checking account. OK. And so I filled that one and I sent it in.
[CUSTOMER][NEUTRAL] And when did you receive it?
[AGENT][NEUTRAL] OK, yeah, I can take a look at that for you and do you have um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number handy that I can pull up?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 4161.
[AGENT][POSITIVE] All right, I can look for it that way for you and.
[AGENT][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it for mid-tech educators?
[CUSTOMER][NEUTRAL] It's um, well, I was, I was, I recently retired from Webster Parry School Board.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Huh, I'm not showing. Oh, I'm so sorry. I typed 1461. Let me type it correctly, 4161. I'm sorry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There, that is. And would you spell your last name for me, friend?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, I'm so close. I have to scroll through all the names, but I'm in the [PII], so I'm pretty close.
[AGENT][NEUTRAL] All right. And then your first name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And would you be able to verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, thank you. And I do just need to verify a couple other pieces of information, if you don't mind, um, the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am, and then.
[AGENT][POSITIVE] Perfect. Let me look in and see if we've received anything.
[AGENT][NEUTRAL] And you said you received two forms, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this one I mailed out. You should have gotten it last Friday.
[CUSTOMER][NEUTRAL] Cause I sent it by um Priority Mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not seeing any letters received as of yet.
[AGENT][NEUTRAL] Um, do you remember which part of the form that you mailed back to us?
[CUSTOMER][NEUTRAL] I met the one with um
[CUSTOMER][NEUTRAL] With the, uh, let me see, it's the American Public Life, OK. I mailed the um the electronic transfer, for transfer.
[CUSTOMER][NEUTRAL] And then they want the bank information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My address.
[CUSTOMER][NEUTRAL] The, the, you know, the routing number, my home phone.
[AGENT][NEUTRAL] OK, um, the first portion of that page um is for you to keep the policy because it's the group is no longer offering that policy. So it's saying like if you'd like to elect to keep the policy going and take on like individual ownership and pay for it, um, to fill out that first page saying you want to keep the policy and then that second page is how we could bill. Um, so we really also need that first page sent back to us, um.
[CUSTOMER][NEUTRAL] I sent the page back. It had the group number 4161 then had policy 711227.
[CUSTOMER][NEUTRAL] And policy type CPL CPA 2200.
[CUSTOMER][NEUTRAL] And then I had the one,
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] 331-002
[CUSTOMER][NEUTRAL] And the policy type was 1CCC3-intensive care.
[CUSTOMER][NEUTRAL] The total
[CUSTOMER][NEUTRAL] It's $34.30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm seeing on the cancer policy that we got the bank draft form, and let me pull up, I'm so sorry, let me pull all of this back up. I'm not showing that we've received.
[CUSTOMER][NEUTRAL] The intensive care
[AGENT][NEUTRAL] Anything for the intensive care one yet.
[CUSTOMER][NEUTRAL] OK, it was on the same page, same page down up under there.
[CUSTOMER][NEUTRAL] For the uh cancer is.
[AGENT][NEUTRAL] OK, let me pull up, let's see if they imaged the
[AGENT][NEUTRAL] The letter you sent yeah if it's already been uploaded and I can look at that for you.
[CUSTOMER][NEUTRAL] I mailed it [PII].
[AGENT][NEUTRAL] All right, I do see.
[AGENT][NEUTRAL] I mean, I do see that they received the EFT portion of the bank draft, um.
[AGENT][NEUTRAL] I'm just not seeing anything on the notes for the other policy, but what I'm going to do is we actually have a whole department that handles that thing. So instead of me just trying to dig around and find it myself, let me get you in touch with somebody in that department and see if they have better access or quicker access to be able to help you a little more effectively. Is that OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] All right. I'm gonna put you on a brief hold. I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] I'm doing wonderful. I, I've got an insured on the line, um, Ms. [PII]. Her policy number is 711227.
[AGENT][NEUTRAL] And she is calling because she sent in her EFT form and her portability form, and I see here that her cancer policy, it says we received her EFT um on the [PII], and it looks like that one's still active, but she said she put the portability information on both, like, I guess both things on one form, but on her intensive care policy, I'm not showing that we received anything.
[AGENT][NEUTRAL] And I'm also not showing any images and on base as like documents received. And so I was just hoping I could get her in touch with, with y'all, maybe, I don't know if those documents are kept somewhere else or.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, did she say she emailed them or?
[AGENT][NEUTRAL] She said she mailed them priority mail, and I can tell like it says on the [PII], there's a note stating we received her EFT to place on bank draft, and that policy is still maintained as active, but on her or her critical illness policy, I'm not showing.
[AGENT][NEUTRAL] Any notes there and I guess I
[AGENT][NEUTRAL] I just don't know as that side of portability like that.
[CUSTOMER][NEUTRAL] OK, it was
[CUSTOMER][NEUTRAL] It was just today received electronic ones transferred to, yeah, that was just today.
[AGENT][NEUTRAL] Oh, today is the [PII]. Holy smokes.
[CUSTOMER][NEUTRAL] Yeah, it was just today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, a couple of minutes ago.
[AGENT][NEUTRAL] Oh goodness, OK. I didn't even put that all together.
[CUSTOMER][NEUTRAL] No, no problem. Um, I guess [PII] is, uh, working on it because she's the one that placed the notes changed to bank draft. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I guess she's just working on it with her concern about if we received them or not?
[AGENT][NEUTRAL] Yeah, and I was just trying to double check that we received the portability portion of it because I know if they send us the EFT but they don't send us the portability, that we still need that. And she had mentioned once that she just sent back the one form, and so I just wanted to like make sure we had everything she we needed to keep both policies for her because she was trying to port both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I think [PII] is on a call, yes, um.
[CUSTOMER][NEUTRAL] She's the one who, who probably is looking at this information. Um, all right. I'll go ahead and um take care of her.
[AGENT][POSITIVE] Thank you so much Miss [PII]. I really appreciate that. Um, I will transfer it to you, but I'll introduce you when we join, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Mhm. All right, thank you.
[AGENT][POSITIVE] Thanks. My pleasure.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] I'll call back to you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII], are you still there with us?
[AGENT][NEUTRAL] [PII], are you still there? Can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you. Did she got disconnected? If you'd like to make a call, please hang up and try again. If you need help, hang up and then dial your operator.
[AGENT][NEUTRAL] I think so. I'm gonna try.
[AGENT][NEUTRAL] I'm gonna try to dial out to her. Is that OK?
[AGENT][NEGATIVE] Oh, that's awful. OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh I'm so sorry you had to hear that.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Oh, well, that was wonderful. Actually, I thought I copy and pasted her, her number, but I didn't, so I'm really sorry. You have it?
[CUSTOMER][NEUTRAL] I do have it.
[CUSTOMER][NEUTRAL] Mhm I have it the one she was calling from.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, yeah, I do have it. I can give her a call.
[AGENT][NEUTRAL] OK, um, I mean, I don't know if you'll want to re-verify, but she verified all her information with me. Um, it's just your name, date of birth and address, so.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][POSITIVE] Thank you, [PII], take care.
[CUSTOMER][POSITIVE] You're welcome. Have a nice day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.