AccountId: 011433970860
ContactId: 682f3914-8d46-4e5b-a065-6a0dc4cce494
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506100 ms
Total Talk Time (AGENT): 131075 ms
Total Talk Time (CUSTOMER): 237235 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/682f3914-8d46-4e5b-a065-6a0dc4cce494_20250203T16:09_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi so I'm, my name is [PII] and I had a cancer policy through APL, um, and my employer got rid of it and I was expecting to get um some portability information, um, in the mail and I did not receive that.
[AGENT][NEUTRAL] OK, I can check and see if it was sent out with [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, I'm [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the policy number if you have it Miss [PII]?
[CUSTOMER][NEUTRAL] I do not have it um on me right now.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Um, yeah, it should be under either Ring or Smoot. So the, that's [PII]
[CUSTOMER][NEUTRAL] I, I did have a name change last year, so it might be under [PII]
[AGENT][NEUTRAL] OK. And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that the address that it should be under?
[CUSTOMER][NEUTRAL] Um, um, that's been my address since May. Y'all may have uh [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um,
[CUSTOMER][NEUTRAL] Yeah, yeah, we moved back in May.
[AGENT][NEUTRAL] OK. May I have your date of birth and the email address on file for verification?
[CUSTOMER][NEUTRAL] Sure, um, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm, I am assuming that the email is under [PII]. It might be under.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] That was fine. That was good. Thank you. All right, um, let me check and see when this policy was transferred, uh.
[AGENT][NEUTRAL] OK, you said you did not get the portability letter for this one.
[CUSTOMER][NEUTRAL] Yeah, I'm wondering if it went to my old address.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, I'm, I'm think, I think so because yeah we haven't changed the address, um.
[AGENT][NEUTRAL] Yeah, if we send anything it went to the [PII].
[AGENT][NEUTRAL] Um, let me check and see if you're still eligible. Um, let me get customer service on the line for us, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? It's me so.
[CUSTOMER][POSITIVE] Hello, good.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I have a member on the line that, uh, she's calling because she said she never received the portability letter. Now we have a wrong address, so maybe we just send it to the wrong address. Um, but yeah, she wants to know if she can still get that letter, but it looks like the policy has been terminated since December, last day of December last year, so I don't know if she still can get um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last year, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because it was left on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, OK, it was lapsed.
[CUSTOMER][NEUTRAL] OK. Uh, what is the policy number?
[AGENT][NEUTRAL] It is 253-536-9.
[CUSTOMER][NEUTRAL] Let me check it really quick.
[CUSTOMER][NEUTRAL] OK, I don't see that we mailed any um
[CUSTOMER][NEUTRAL] Mm alright you can go ahead and send her over.
[AGENT][NEUTRAL] OK. And I did not change the address. I'm sorry. I just realized I'm like, I, I, I could have changed it but I didn't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I didn't get the new address. OK, thank you. I'm so sorry. Let me put her in. Thank you.
[CUSTOMER][NEUTRAL] It's OK. I'm gonna change it.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. I got Miss [PII] on the line she's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, hello how are you doing? Can you hear me? Yes, I'm good. How are you? I'm doing good, great. Alright, I was just advised that you never received our portability letter, is that correct?
[CUSTOMER][NEUTRAL] That is correct, yeah, it looks like you had uh my old address on file. OK.
[CUSTOMER][NEUTRAL] Um, let's see, we have [PII].
[CUSTOMER][NEUTRAL] Yeah, that's that's my current address. I'm, I think she might have changed it because I'm when we were uh when she was confirming my identity just now she I mentioned the [PII] my old address. OK, so it is already updated all right, let's see when was.
[CUSTOMER][NEUTRAL] I'm gonna check really quick on the dates since.
[CUSTOMER][NEUTRAL] OK, you see.
[CUSTOMER][NEUTRAL] The 30 days, the 30 day grace period has already passed.
[CUSTOMER][NEUTRAL] Um, for us to be notified if you wanted to, uh, like
[CUSTOMER][NEUTRAL] For you to notify us that you wanted to keep the policy. Um,
[CUSTOMER][POSITIVE] Even though I will go ahead and make an exception, um, since we had the incorrect address. um That would be fantastic. I will go ahead and work on that um portability letter for you, and I will go ahead and send it by mail. Um.
[CUSTOMER][NEUTRAL] See really quick, was it something I could set up over the phone or?
[CUSTOMER][NEUTRAL] Or unfortunately no since the type of product it is and uh we need you to sign um other um other forms um so is [PII] a good email address?
[CUSTOMER][NEUTRAL] Mhm, that's it.