AccountId: 011433970860
ContactId: 539471c4-f4ac-4c25-b0c4-3c83cf359345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266440 ms
Total Talk Time (AGENT): 181402 ms
Total Talk Time (CUSTOMER): 74495 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/539471c4-f4ac-4c25-b0c4-3c83cf359345_20250129T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, excuse me. Hi, this is [PII] calling.
[AGENT][POSITIVE] Hi, Miss. Yes, ma'am. How are you doing this morning?
[CUSTOMER][NEUTRAL] We spoke yesterday.
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, hold on just a second, let me pull up your stuff.
[CUSTOMER][NEUTRAL] Yeah I was calling because I haven't gotten your email yet.
[AGENT][NEUTRAL] Yes, and I called you yesterday afternoon and I left you a voicemail. Did you get that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's why I'm calling back.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh darn.
[AGENT][NEUTRAL] Um, do you have your policy number because I accidentally deleted it.
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] See if I wrote them down here.
[CUSTOMER][NEUTRAL] Oh, I did. OK. It's 229282-4.
[CUSTOMER][NEUTRAL] And then there's a hospital plan as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the hospital plan is actually the one I was calling you about. Um, so it did have a portability router on it. However, that portability router is only valid if the group's policy is still active. So since the group lapsed their policy, we can't port that one, but I can port the cancer.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I just wanted to explain that. I felt like it would be easier to talk to you and explain it than for me to try to explain it in an email. And um I didn't wanna just send you the one for the cancer and you have questions. So, I was, that's why I was trying to reach out and I apologize, but I, I, I am gonna send you the cancer one here in just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] Um, it actually has, um, a couple of forms for you to fill out, um, for that type of product. Uh, so I'm gonna send you all of that and just let me know if you have any questions, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I've got an appointment today at [PII], so it'll probably be this afternoon before I get to it.
[AGENT][NEUTRAL] That'll be fine, no problem, Ms. [PII], and I, I've made notes that, um, you know, I've spoke to you and then I left your voicemail and everything we talked about just now. I've put notes in, um, in your account so that way if you call back and like I'm on break or something, somebody will know what we've already discussed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect, perfect, and it doesn't matter that I terminated even though the policy lapsed, right? Because I, I, I guess I could understand that somebody couldn't just put the policy because [PII] decided not to continue the coverage but it's the same for terminations as well, right?
[AGENT][NEUTRAL] Yes. So since you um were covered by Higginbotham up until [PII] when they lasted, then yes, it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can't continue it. Um, now, if you had left like the month before and you were only covered by [PII] up to [PII], um, then we would have been able to support it, but then it would have lapsed when the group lapsed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We would have had to send you notification, yeah. So it's only, yeah, but this cancer policy is set up, OK, yes ma'am. So, uh, the cancer policy though is set up, um.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Interesting. OK.
[CUSTOMER][NEUTRAL] I was in HR that's why I'm asking.
[AGENT][POSITIVE] To where even if the group lacks their policy, you can still um port this, this product, so you're good with the cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, that's great.
[AGENT][NEUTRAL] Here
[CUSTOMER][POSITIVE] OK perfect if you send that over I'll get it taken care of and back to you.
[AGENT][NEUTRAL] All right, Ms. [PII] well, just let me know if you have any other questions, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] You too bye bye.