AccountId: 011433970860
ContactId: 4326b5da-9c03-45c9-a76e-145ddec0e765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512530 ms
Total Talk Time (AGENT): 256065 ms
Total Talk Time (CUSTOMER): 181726 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4326b5da-9c03-45c9-a76e-145ddec0e765_20250228T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm going to be retiring from the state of [PII] [PII]. So I need information on how to discontinue coverage or continue coverage.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're gonna be um retiring and you're wanting to find out about either canceling or continuing. Are you wanting to continue your policy?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, like I said, I just wanna, you know, find out what my options are. Can I continue my policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am. So I can partially help you with this. What I'll need to do, Miss [PII], is pull up your policy information, verify some things with you, and then we can go from there, and I can get you connected with someone else who could give you some additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and if that is my cell phone, so if I can't answer you can get a voicemail.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, perfect. Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I believe and this is an old card so I'm just hoping I've got the right number 784299.
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[CUSTOMER][NEUTRAL] And actually I think I have 2 policies with y'all. I think I have the cancer policy and an ICU policy.
[AGENT][POSITIVE] OK. I'll be happy to check that for you in just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we do have on file for you is your cell number, so that is the best number for you, correct?
[CUSTOMER][NEUTRAL] Mhm, it is.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It's my first name and the initial of my last name, so it's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. All right, so.
[CUSTOMER][NEUTRAL] Let's make sure they have the correct spelling of Quibio because on my card it has Quibaine.
[AGENT][NEUTRAL] I have [PII] [PII] [PII] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so at some point, um, uh, it was obviously updated, yes, ma'am, uh huh, so we do have it correct and in your portal because I can see you're set up in the online service center as well, you should see it correctly in there.
[CUSTOMER][NEUTRAL] I did get it corrected.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I'm, according to our records that I'm able to pull up, I only see this one policy with us.
[CUSTOMER][NEUTRAL] OK, the cancer.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, then I can destroy the intensive care policy.
[CUSTOMER][NEUTRAL] Let me make sure I haven't been paying for that because I know I just got a pay stub yesterday and I was like mhm.
[AGENT][NEUTRAL] Unless it is listed some other way other than under your social and your name, you know.
[CUSTOMER][NEUTRAL] It shouldn't be, but.
[AGENT][NEUTRAL] But if, if, if you are, if you do see where you're being deducted, I would reach out to your HR department regarding that.
[CUSTOMER][NEUTRAL] You never know.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Trying to think, I just printed out a pay stub yesterday and of course now I can't get my hands on it, but.
[AGENT][NEUTRAL] Isn't that the way it always goes?
[CUSTOMER][NEUTRAL] Oh, always, always, always, and I'm like, OK, you know, you try to get these things private but not from yourself, you know.
[AGENT][NEUTRAL] Always.
[AGENT][NEUTRAL] And sometimes we keep it more private from ourselves and I'm speaking from experience than anybody else.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know and it's so crazy, crazy, crazy. OK, here it is.
[AGENT][NEUTRAL] I will
[AGENT][NEUTRAL] I'll walk, Miss [PII]. I'll walk around with my reading glasses on top of my head and I will be looking, I mean, I have them all over my home, but I will literally like, OK, have they, have, have you all seen my glasses and they're like, um, and they're just kinda looking at me like, yeah, and I'm like, OK, they're on my head, aren't they? And then, you know, I mean, but I won't even feel them up there, so I get it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Uh, [PII].
[CUSTOMER][NEUTRAL] OK, I did just check and I did drop that ICU so that's, that's fine. No problem. No problem there. I just have an old card that hadn't thrown out.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Well, then that can be one thing you can get rid of, but you did say that you're retiring as a 7-1. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's correct. And I'm not sure I'm gonna need the policy because I'm gonna be going on Medicare, and they generally cover everything.
[AGENT][NEUTRAL] OK, so what I'm.
[AGENT][NEUTRAL] Now, you know,
[CUSTOMER][NEUTRAL] That's something I might have to explore.
[AGENT][NEUTRAL] Right, right. I, uh, yes, ma'am. But I can connect you over, Ms. [PII] to one of the members of our customer service division who can go over your different options and explain that process to you.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and I'll give them your policy number and let them know that you're fully verified so you won't have to do that again.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly so welcome. So congratulations on your retirement. I hope you enjoy every second of it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Plan to
[AGENT][NEUTRAL] OK, Ms. [PII], well, is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][POSITIVE] I'm glad it's Friday.
[CUSTOMER][POSITIVE] Yay.
[AGENT][POSITIVE] I'm glad it's Friday. So I have a very nice lady on the line with policy number 784.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 299.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she has, is calling because she will be retiring as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is just wanting to get some um information on her options of either continuing or canceling the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's what and she's fully verified and she is on the OSC already.
[CUSTOMER][NEUTRAL] All right. Let me pull up really quick her um certificate and then you can go ahead and transfer her.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Yeah. Mhm. Just let me know when you're ready.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] She essentially said she's just trying to get her ducks in a row, you know.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, better now.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] All right, I got it pulled up.
[AGENT][POSITIVE] All right then. Well, thank you so much and I hope you have a great weekend, [PII], if I don't talk to you again.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] OK, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.