AccountId: 011433970860
ContactId: 50fdc5ad-f3e7-4d32-bdab-e4a6cd09d1e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472660 ms
Total Talk Time (AGENT): 127676 ms
Total Talk Time (CUSTOMER): 151551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/50fdc5ad-f3e7-4d32-bdab-e4a6cd09d1e0_20250528T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a question if uh they're they're allowing me to port, I guess it's called my policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I've been working for a school district.
[CUSTOMER][NEUTRAL] And I have this cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So will I be paying I support this over and continue it after retirement, will the price still be the same as what's been coming out of my check, or?
[AGENT][NEUTRAL] You'll have to speak with your employer through that since it was through them um I don't know about premium payments for that let me check.
[CUSTOMER][NEGATIVE] I don't wanna
[CUSTOMER][POSITIVE] Well y'all are the ones that sent me this paper to fill out and this is the number it gave me that if I questions and needed assistance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][POSITIVE] Let me go ahead and get your name and a good callback number in case we get disconnected and I'll look it up for you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me? OK, um, I asked if I could, OK, I was asking if I could get your name and a good call back number in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] It's the policy number 15931.
[AGENT][NEUTRAL] 15931.
[CUSTOMER][NEUTRAL] Then y'all have a
[CUSTOMER][NEUTRAL] Uh huh. And then y'all have a certificate number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the certificate number?
[CUSTOMER][NEUTRAL] 02524453
[AGENT][NEUTRAL] 0252 and I'm sorry it cut out.
[CUSTOMER][NEUTRAL] 4453.
[AGENT][NEUTRAL] Let me look that up.
[AGENT][NEUTRAL] And can I get you to verify your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[AGENT][NEUTRAL] And phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Uh is that the right one?
[AGENT][POSITIVE] Yes, ma'am, that was the right one.
[CUSTOMER][NEUTRAL] Because I don't have a house phone anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to change that number?
[CUSTOMER][NEUTRAL] No, you don't know. I was making sure.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I've had this policy for time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get someone from customer service to give you some more information on your portability, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have a [PII] on the line. She got a letter from us about porting her cancer policy, and she wanted to know some more information about that and her rates, and I was wondering if I could transfer her to you.
[CUSTOMER][NEUTRAL] OK, and what's the policy number?
[AGENT][NEUTRAL] It's 25.
[AGENT][NEUTRAL] 244-53.
[AGENT][NEUTRAL] And I have verified her.
[CUSTOMER][NEUTRAL] And her callback number? OK, good, thank you.
[AGENT][NEUTRAL] It's, it's 803.
[AGENT][NEUTRAL] 312.
[AGENT][NEUTRAL] 7479.
[CUSTOMER][NEUTRAL] Ok, on the screen here.
[AGENT][NEUTRAL] Oh, I'm sorry, it's [PII]. I apologize.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Is the area code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She said she got a letter in the mail because she's about to retire and she wanted to support her policy, but she didn't know if the premium would change and what she needed to do with um she wanted more information on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] Uh, good morning, this is
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Alright, I have someone from customer service who's gonna help you with supporting your policy, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much and have a great day.
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I am doing good.
[CUSTOMER][NEUTRAL] OK, and um [PII] was saying that you were um.
[CUSTOMER][NEUTRAL] Extend to retire and was wanting to support your policy, is that correct?
[CUSTOMER][NEUTRAL] I was, I was inquiring about how that works and.
[CUSTOMER][NEUTRAL] Uh, y'all sent me a letter, but it, it says nothing about cost, so I'm making sure it's the same as what I've been paying for the last however many years.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. The premium will stay the same. It's 1938.
[CUSTOMER][NEUTRAL] I do show that um.
[CUSTOMER][NEUTRAL] You know for April and May, so you would just need to send in a check for the two months, and then we can set it up however you want, want it set up after that if you wanted to continue the policy just fill out the forms and send them back. Say that again.
[CUSTOMER][NEUTRAL] Um, you'll need to send in the.
[CUSTOMER][NEUTRAL] Fill out the forms that