AccountId: 011433970860
ContactId: 5d867b54-7e2b-4227-a6ad-44a7e37f9083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284450 ms
Total Talk Time (AGENT): 132171 ms
Total Talk Time (CUSTOMER): 130074 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/5d867b54-7e2b-4227-a6ad-44a7e37f9083_20250501T22:04_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, ma'am. I just have a question. I mean because I carry several different insurance companies, I mean, several different benefits and stuff. I was, do y'all do the cancer insurance?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do offer cancer. Do you want me to see if that's a policy you have with us?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK yeah I can check that.
[CUSTOMER][NEUTRAL] Well maybe I got because I already called 3 other insurances and they said, sir, we don't have that. I said, OK.
[CUSTOMER][NEUTRAL] Yeah, it, it
[AGENT][NEUTRAL] I'd understand it can get very confusing. um, I could definitely see what kinds of policies you have with us.
[CUSTOMER][NEUTRAL] Well, I, I retired, I retired back in June. Well, I retired back in June and, uh, you know, I thought I had everything situated, but I guess I didn't, but, uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, I get it's very confusing. Um, I could definitely check that for you though. What was your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. Um, let's see, do you have a policy number, do you know?
[CUSTOMER][NEUTRAL] I, well, the only number that I have, let me see, contract number right here, uh, it's got 001883607.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment, let me see.
[AGENT][NEUTRAL] No, that is not going to be it um let's see, I can start using your social.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it'd be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Because I know the school offered it and I know I picked it up and I know I'll be making payments, but I do wanna make, I'm just trying to make sure I'm making correct payments every quarters.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got you. OK, um, really quick, I did find you, um, can I get a, uh, your date of birth please, [PII]? Just gonna verify some information.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it'd be [PII].
[AGENT][NEUTRAL] Alright, I appreciate you verifying all of that. So [PII], you currently don't have any active policies with us. You did have a cancer policy, um, but it does look like it terminated, let's see, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I had, I never received anything and that's what I didn't know.
[AGENT][NEUTRAL] Right, it might have been, uh, if it was through your employer that information would have been sent to them.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, OK, so, OK, and so.
[AGENT][NEUTRAL] Yes sir
[CUSTOMER][NEUTRAL] How can I pick that back up, to be honest with you, because I, you know, because it's just the history of my family and stuff.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And if that's something that I never wanted to let go.
[AGENT][NEUTRAL] Absolutely, I completely understand. Unfortunately with this kind of policy well all of the policies we offer are going to be strictly through employers there is a window of about um about a month or so um after that coverage is terminated that you're able to try to port that policy uh with it being so late though, uh, that's not going to be possible with this one, and I do apologize I know that's not your fault uh sometimes employers don't communicate that the way they should.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I mean because I hadn't heard anything from my employer or anything.
[AGENT][NEUTRAL] Right, um, I'm not quite sure what other agencies might offer or whether, uh, companies might offer free standing cancer policies, um, or that wouldn't have to go through an employer. I would check with, um, I don't know that Affleck offers it, but, um, or Colonial Life maybe.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] I would definitely give them a shot. I'm sorry, there's not more I could do to help.
[CUSTOMER][NEUTRAL] I will do that.
[CUSTOMER][POSITIVE] That's fine, thank you ma'am.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that'll take care of it. I appreciate your time.
[AGENT][POSITIVE] Alrighty. Well, thanks for giving us a call. Absolutely, have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.