AccountId: 011433970860
ContactId: 5852bea2-ed66-4bc8-86b2-65ca67ad75e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241009 ms
Total Talk Time (AGENT): 70139 ms
Total Talk Time (CUSTOMER): 124547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5852bea2-ed66-4bc8-86b2-65ca67ad75e5_20250123T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my beach buddy.
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] Hey, I'm fine. How are you? I have policy number 92603.
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Uh, let, let me give you the other policy he gave me 408323.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He received a portability letter. He didn't even know about this policy and it wants more information on the portability.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And he said he just received the letter today. I don't know.
[AGENT][NEUTRAL] Why would he get
[AGENT][NEUTRAL] That's not the portability policies that we've been sending out.
[CUSTOMER][NEUTRAL] I didn't think so.
[CUSTOMER][NEUTRAL] But he sure received it. He got that in the intensive care and I didn't think anyone, either this, neither this cancer nor the intensive care, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, help me.
[CUSTOMER][POSITIVE] All right, I appreciate it if you'll hold just one moment, let me get him on the line thank you.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] in our customer service department, and she will assist you further. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too, thank you. Thank you bye bye.
[AGENT][NEUTRAL] Uh, good afternoon. This is [PII] in customer services. How are you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEGATIVE] And I'm assuming I had all this at one time and then now that the the company dropped it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's what we're doing here and I don't remember.
[CUSTOMER][NEUTRAL] A whole lot about the cancer and specified disease policy.
[AGENT][NEUTRAL] OK, so you're needing to know what what's covered and everything on there.
[CUSTOMER][NEUTRAL] I think I remember it was it was pretty good because I wouldn't have actually even got it if it wasn't but what is the price on that for me?
[AGENT][NEUTRAL] Uh, on the cancers 320 per month and then the intensive care is $9 per month.
[CUSTOMER][NEUTRAL] $9
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do I have to fill all this paperwork out or can we just do this over the phone?
[AGENT][NEUTRAL] You have to fill it out and send it in and uh you can either email it or fax it or mail it in any any way you choose.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, whenever I left work, I vowed I wasn't never gonna get on the computer again so I'll be mailing it in.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] I, I have enough computers in my life, so, OK, alright, well thank you, uh, hang on, I still got a question.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What is.
[CUSTOMER][NEUTRAL] Product of port, what does that mean?
[AGENT][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] On this, I'm looking at this form and it says product of port. I don't know what that is.
[AGENT][NEUTRAL] Um, I believe it would be the cancer or intensive care.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Whichever
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And now I'm showing we haven't received November, December or January's premium so you will need to send that in with the forms.
[CUSTOMER][NEUTRAL] I didn't know they dropped it.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] This is the first paperwork I've got from you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] So it'd be for 3 months I have to pay 3 months back.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] 3 months back, OK, alright, well I appreciate it.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mm, thank you.