AccountId: 011433970860
ContactId: 46b7aad2-2302-410e-b758-8880237d6c2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303369 ms
Total Talk Time (AGENT): 118429 ms
Total Talk Time (CUSTOMER): 96202 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/46b7aad2-2302-410e-b758-8880237d6c2b_20250211T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what was your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]. Hi, um my name is [PII] and I work for Midland ISC.
[CUSTOMER][NEUTRAL] And um I currently have um supplemental insurance through you guys, and I was wondering if you'd be able to tell me um if I were to leave Midland ISD, am I able to like take the supplemental insurance? like do you guys have like direct billing?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see, OK, yeah, so if you were able to quit your employer or leave your employer, um, if you can continue this policy independently of them, right?
[CUSTOMER][POSITIVE] Yeah, yes, correct.
[AGENT][NEUTRAL] OK, sure, let's get that policy pulled up and I will be able to take a look, um, really quick if you don't mind, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry, I lost you for a minute. Can you say that again?
[AGENT][NEUTRAL] Sure, I was just asking for a good call back number in case we're disconnected please.
[CUSTOMER][NEUTRAL] Yes, it's area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1007
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] Yeah, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and it's just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your um mailing address please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you and it does look like it's through your employer.
[CUSTOMER][NEUTRAL] OK, that would be [PII].
[AGENT][POSITIVE] Awesome. OK, thank you so much for verifying that information um right before we go any further, uh, did you want me to go ahead and give you your policy number?
[CUSTOMER][NEUTRAL] Um, yes, let me jot it down.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready. What is it?
[AGENT][NEUTRAL] OK it is 02.
[AGENT][NEUTRAL] 53
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 27
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, OK, and so you just have the cancer policy with us, so if you would, uh, give me just a moment, Edith, I'm gonna put you on a brief hold and I'm gonna reach out to our customer service department and see if this is a portable policy that you'd be able to take, uh, independently of your employer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, I'll get right back with you thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I have an insured on the line uh who was wondering if she can uh if her policy is portable um if she left her employer.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 025327777
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] Gosh, that sounds like my son has a Christmas snow globe. He refuses to admit that [PII] is over and I have been hearing it. It's so funny. That's hilarious. It sounds just like it.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Uh-huh. Uh, that's a, a clock that I have and it does that every hour.
[AGENT][POSITIVE] Oh, that's cute. Oh, that's cute.
[CUSTOMER][POSITIVE] Yeah, and I, I don't mind [PII] all year long, um.
[AGENT][POSITIVE] There's nothing wrong with that.
[CUSTOMER][NEUTRAL] Right. [PII].
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][NEUTRAL] OK. Bye.