AccountId: 011433970860
ContactId: 67b97292-29dc-4bce-abc8-2d0b7f273aaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234490 ms
Total Talk Time (AGENT): 107570 ms
Total Talk Time (CUSTOMER): 74102 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/67b97292-29dc-4bce-abc8-2d0b7f273aaf_20250219T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got an insured, hey, I've got an insured on the phone. Her name is [PII]. Her policy number is 2571694.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] I have verified and the number she's calling from is a good number.
[CUSTOMER][NEUTRAL] And she is calling about porting her policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] She can't port this. This is big. She'll have to call [PII], but I'll tell her.
[CUSTOMER][NEUTRAL] Well she said she talked to [PII] and [PII] told her to call us.
[AGENT][NEUTRAL] No, we don't port nothing for big, but I'll let her know.
[CUSTOMER][POSITIVE] Yeah, it. OK, thanks [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] I've got your information pulled up on the representative that transferred you stated that you were inquiring about continuing your hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is something you can do, but you do have to go through benefits on a card to do that because the plans are not portable individually. They're only able to keep through benefits in a card and they set you up on a payment schedule. I can transfer you to them for further assistance if you'd like.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I would love that.
[AGENT][NEUTRAL] All right. I'm gonna place you on a brief hold. Um, would you also like their phone number before I transfer you?
[CUSTOMER][NEUTRAL] It's not like you
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All right, just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] All right, so the number for benefits on a card is 1-800.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] 497.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have this 4856.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, it's on the back of the card. Every time I call, I just got an automated system it's so frustrating.
[AGENT][NEUTRAL] Did they
[AGENT][NEUTRAL] I do apologize. um, there should be somebody that picks up. They do have a call center now they might have been closed Monday due to President's Day, but you should be able to get somebody today. I'll make sure I get someone before I release you, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Thank you. Is there anything else I can help you with before I transfer you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] It's like uh.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a car. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with American Public Life. I've got a mutual insured on the back line that's wanting to see about continuing her coverage, and she's no longer with the group. Um, what information do you need from me before I put her on?
[CUSTOMER][NEUTRAL] Um, no information, she can't have the coverage without the staffing company, so that's OK.
[AGENT][POSITIVE] OK, alright, well, here she goes, um, her name is Miss [PII]. Thank you and you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.