AccountId: 011433970860
ContactId: 6a00ce96-88df-4bbe-a319-9820d12f024b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188449 ms
Total Talk Time (AGENT): 114156 ms
Total Talk Time (CUSTOMER): 72137 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/6a00ce96-88df-4bbe-a319-9820d12f024b_20250219T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line um and they're actually the an admin for a group, but they're interested in supporting their individual cancer policies see if that's possible.
[AGENT][NEUTRAL] OK. OK. What is that policy number?
[CUSTOMER][NEUTRAL] It is 02556324.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a call back
[CUSTOMER][NEUTRAL] Are you ready for her? Oh yeah, yeah, it is uh [PII].
[AGENT][POSITIVE] OK, thank you. And yes, I am ready.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][POSITIVE] Uh huh thank you
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Um, now, I understand that you want to see about porting your cancer policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you will be leaving employment, do you know when, I mean.
[CUSTOMER][NEUTRAL] I have it it's possibly the end of March, maybe the end of June. I haven't decided. I don't know. I'm just looking at when it happens, what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am, um, now you can port this policy, um, and everything will stay the same, but we will issue you a new policy number and I can send you the portability forms to fill out, um.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Yeah, that's what I want you to send me, yes.
[AGENT][NEUTRAL] OK, OK, yes ma'am. Um, can I email it to you or would you prefer getting?
[CUSTOMER][NEUTRAL] Yes, please, please, please email it to me.
[AGENT][NEUTRAL] OK, I sure will, yes ma'am, and uh right now it is 2754 monthly and that will stay the same. You'll have the same benefit, um, but you will be issued a new number, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's fine
[AGENT][NEUTRAL] But the only thing is we cannot transfer it over to you until the group makes the last payment on your behalf so you know that could take several weeks. OK, OK, yes ma'am.
[CUSTOMER][NEUTRAL] Right, I understand, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, understand.
[AGENT][POSITIVE] OK, but I will get that email to you and you can just send it back to me whenever you decide to, um, and we will get it taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][NEUTRAL] OK. Yes, ma'am. Oh, and I will include.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you have a.
[AGENT][POSITIVE] I'm so sorry. I will include a bank draft authorization in case you want to do a monthly draft, um, so just so you'll have that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] OK sounds great.
[AGENT][NEUTRAL] OK. OK. Yes, ma'am. Can I do anything else for you?
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. You have a good day. Thank you for calling APL. Thank you.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] You too all right
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye.