AccountId: 011433970860
ContactId: 55176df9-98dc-4522-91ec-06a0552977d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310339 ms
Total Talk Time (AGENT): 88975 ms
Total Talk Time (CUSTOMER): 160086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/55176df9-98dc-4522-91ec-06a0552977d5_20250306T20:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Who am I speaking with?
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEUTRAL] OK. So this is [PII].
[CUSTOMER][NEUTRAL] Um, my cancer policy was being paid through my employer.
[CUSTOMER][NEUTRAL] And um as of [PII], I retired from my employment.
[CUSTOMER][NEUTRAL] So, um, I need to get the, um, get the form that so my cancer policy can be debited out of my checking account starting in April.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I, we, cause we paid for March, we went ahead and paid for March.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out of my payroll.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need my policy number?
[AGENT][NEUTRAL] Yes, please, go ahead.
[CUSTOMER][NEUTRAL] 626-369.
[AGENT][POSITIVE] Thank you. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me see uh what can we do about holding the policy.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my home address is [PII].
[CUSTOMER][NEUTRAL] And I mean [PII] and then um my email address is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, let me get the customer service on the line for us, um, for the, um, portability letter, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are paid up till the end of this month, OK? One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, I'm doing good. And you?
[AGENT][NEUTRAL] I'm good, thank you. I have a member on the line that she retired on on the last day of this past month, and she's trying to support her policy. Um, it looks like she's already paying until March, the end of March, but she wants to make sure that she don't have lose um coverage for this one.
[CUSTOMER][NEUTRAL] What's your policy number?
[AGENT][NEUTRAL] It is 626-369.
[CUSTOMER][NEUTRAL] More some Excel.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] What's your callback number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Which is the same one in the system.
[CUSTOMER][POSITIVE] All right, I'm ready for it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Here she comes. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Yes. Thank you for holding and being patient for me, Ms. [PII]. I've got Ms. [PII] on the line. She's in the customer service department. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Hi Miss, yes ma'am, how are you doing today Miss [PII]?
[CUSTOMER][POSITIVE] Uh, I'm doing OK.
[CUSTOMER][NEUTRAL] I've got your information pulled up and as the representative explained to me that you are retiring and you'd like to continue your cancer policy directly with us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And that is something you definitely can do. What we can do is send you a portability letter which basically gives you the payment options that you have available to continue the policy on an individual basis. I will let you know that we don't offer a monthly billing, meaning we don't send out a bill every month, um.
[CUSTOMER][NEUTRAL] Um, but we do offer billing that we can mail every quarter, 6 months to a year, and if you do want to do monthly, we do have an automated bank draft form that you can fill out to do a monthly transaction out of your checking or savings account, and that'll be included in the letter as well.
[CUSTOMER][NEUTRAL] OK, all right, yeah, because that's what I was gonna do. I was just gonna do an automatic draft. OK, and if you have a specific time in the month that works best for you, you can write a note on that form draft the [PII] or the.