AccountId: 011433970860
ContactId: 61d55cdb-e3db-4bc4-acf1-028c9088df41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473720 ms
Total Talk Time (AGENT): 197026 ms
Total Talk Time (CUSTOMER): 203554 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/61d55cdb-e3db-4bc4-acf1-028c9088df41_20250219T17:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, so I'm calling because I have a critical care plan through my employer and they changed uh carriers, and I have not received anything to uh keep that going.
[CUSTOMER][NEUTRAL] Um, on direct billing and I was wondering if you could just give me some information on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see if your policy is portable. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEGATIVE] I did not. I thought it was listed on my, um, forms, but I'm not, I'm not, I don't have any. I never received any forms from y'all and it's not listed on my work site.
[AGENT][NEUTRAL] OK, how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, uh, can you repeat that one more time? [PII], then what's the next letter after the [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], the last letter?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you said your first name is [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. May I have your date of birth and mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And I don't know if the mailing address is personal or work, so it's gonna be [PII] either way.
[AGENT][NEUTRAL] Work.
[CUSTOMER][NEUTRAL] OK, take him at [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Alright, uh, let me check the see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] When did you terminated um with the.
[AGENT][NEUTRAL] Group or you still with that group?
[CUSTOMER][NEUTRAL] I'm, I'm still with Higginbotham, but Higginbotham no longer carries, uh, the APL plan.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For critical care.
[AGENT][NEUTRAL] OK, let me check with customer service just to make sure that it is portable, OK? I see a note here stating that you spoke to somebody back in November about it and they're gonna send you a letter, but I'm not sure what happened to that letter, so let me check with them, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Hey, is this my soul?
[AGENT][NEUTRAL] This is your cell.
[CUSTOMER][POSITIVE] My soul, my, I like to say soul, S O U L, soul.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] It's all good.
[CUSTOMER][NEUTRAL] How are you doing?
[AGENT][POSITIVE] I'm good with this cold, girl. Yeah, I'm under, under the heater.
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Oh, well, I don't got my little floor heater blowing on me too, girl. I, I just probably have a little sinus infe but no cold, but, uh, uh, or allergies. So I hope you're feeling better.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, yeah. Yeah, yeah, the allergies are kicking too, yeah, it's all together, you know, it comes with everything.
[CUSTOMER][NEUTRAL] Blues hard, flus hard and heavy, they say this year, hard and heavy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, yeah, it's just crazy. One day could be 70, the next is 30. What?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, and it's only gonna get colder.
[AGENT][NEUTRAL] Oh, I know this is crazy. Uh well, I got a member on the line that she called back in November and spoke to, I think it's memory, if I'm not mistaken, on the notes, um, to know if she can port the policy. Um, it looks like we did receive the information from the employer saying that she's she's not gonna have the policy no longer with them.
[CUSTOMER][NEUTRAL] Oh my gosh. What you got, darling? What you got?
[AGENT][NEUTRAL] Uh, the portability letter, uh, she said she did not receive it. So she wants to know what's gonna happen right now. I see that it's been more than 30 days since the policy terminated, so I'm not really sure what's gonna happen right now. It is 23, 253.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Alright, what's that policy number, dear?
[AGENT][NEUTRAL] 9454.
[CUSTOMER][NEUTRAL] So why is she waiting 3 months after she.
[AGENT][NEUTRAL] I don't know. Yeah.
[CUSTOMER][NEUTRAL] I mean, I can't say nothing. I'm probably the most procrastinating person on this planet. [PII].
[AGENT][NEUTRAL] Yes. Mhm. And I fully verify her.
[CUSTOMER][NEUTRAL] She sure didn't get another uh policy, did she?
[AGENT][NEUTRAL] No, and yeah, she didn't.
[CUSTOMER][NEUTRAL] All right, only thing I'm going to do is.
[CUSTOMER][NEUTRAL] Let her know I will request to see if a portability can be sent out to her. I'll send a request to Miss [PII] and see if she'll do it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, OK, and the callback number is the same one in the system, OK? Um, you ready for her?
[CUSTOMER][NEUTRAL] All right, dear. Uh, yeah, I suppose I am. I suppose I am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well she, here she comes, ready or not, here she comes.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too. You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Sounds good. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Good morning Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] I'm good how are you? I am fine, thank you, ma'am. So Miss [PII], you were wanting to continue with the uh the coverage of your cancer coverage, correct? I wanted to get some information to decide if we were gonna go with y'all or if we were gonna go with my husband's um carrier.
[CUSTOMER][NEUTRAL] So I just wanna get some information before I make that decision.
[CUSTOMER][NEUTRAL] Well, basically the if what it is, it will be the same type of policy it will just not be connected to your.