AccountId: 011433970860
ContactId: 67f28ea8-2cdb-49bb-b432-0e3ab466f6d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249750 ms
Total Talk Time (AGENT): 103610 ms
Total Talk Time (CUSTOMER): 95655 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/67f28ea8-2cdb-49bb-b432-0e3ab466f6d0_20250212T21:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I have a um policy with y'all, cancer policy, and I retired and I called back in November to make sure, you know, that I could carry this over on my own. And we had conversations and then um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got an email that said that the company I was working for had to drop me off their policy to notify them so I did that. I have not heard anything from y'all, so I just need to follow up on this to make sure that my policy stays in effect.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the continuation. Uh, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 769691.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And um can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII]. Email is [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying your information. And um I'm gonna go ahead and get you over to customer service. Customer service is the department that handles the premiums and continuations and terminating, um, so they'll be able to let you know of the update of an update if there is one or what the next steps are, um, for the policy to be um put into your individual policy from the group.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL and hold on one moment while I get a representative for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][POSITIVE] I'm doing good. I have um an insured on the other line who retired and is trying to um complete the continuation. She's been trying to get this done since December, but it's still showing as um one mode of payment one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, can you help her? It's, uh, policy number 769691.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] All right. And what is a good callback?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, give me just a second. I'll pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Yes. She said she received a letter saying that um her group had to drop her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she's wanting to keep it, but I guess that's a continuation she's talking about.
[CUSTOMER][NEUTRAL] All right. You can go ahead and send her.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.