AccountId: 011433970860
ContactId: 6da050ec-9f0f-497e-83b0-1dfcc06b0fb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508910 ms
Total Talk Time (AGENT): 157547 ms
Total Talk Time (CUSTOMER): 228116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6da050ec-9f0f-497e-83b0-1dfcc06b0fb4_20250116T23:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes, ma'am. How are you doing today?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] I don't know yet sunshine, but I do have a question for you if you don't mind.
[AGENT][POSITIVE] All right. Of course, what can I do for you?
[CUSTOMER][NEUTRAL] All right. My name is [PII]. I'm calling out of [PII]. The company I worked for had y'all for my, for my insurance and everything. I claimed the policy on my wife last year when she's in the emergency, emergency rooms, hospital stay and everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then, uh, she took a fall, October last year. She broke her wrist, they had the surgery, [PII]. She's been going to physical therapy. She broke her ankle and everything. I haven't filed none of this, but this is, I don't know what I can do or whatever. Yesterday, I get a call from my company that we are no longer using APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They drop down with somebody else, something. I'm trying to find out what I need to do to see if I can purchase me an individual plan if that's possible what I need to do if somebody can hit me in the right direction. I mean, I, I just don't know what to do, ma'am. I'm just
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, no, I completely understand and unfortunately we do hear that a lot and fortunately they did let you know some people they have no idea.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let's get your policy pulled up. We'll take a look at it, um, and see if we can't just continue it independently of your employer. um, [PII], if you don't mind, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 409.
[CUSTOMER][NEUTRAL] 504-533-7
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Ma'am, I sure don't. I mean, you don't have a policy number somewhere but.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] No, that's all right um I could start using your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK ready when you are
[CUSTOMER][NEUTRAL] OK, uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I worked for this company on and off for over 25 years.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Man.
[CUSTOMER][NEGATIVE] Then when we get a wild and they gonna change insurance to save insurance for people, save money for people, that would end up hitting me because this year, my wife is down with lupus, and she has to take the list for that. She also has brittle bone disease or something. So now, this new, new insurance is not covering none of this. They have to go through the CBS special pharmacy op or something other and see if we can do this and see if we can do that. And all this is just transpired since yesterday.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh man, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see, yeah.
[AGENT][NEUTRAL] Dang right well we'll definitely see what we can do for you um really quick I'm just gonna verify some of your information, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[AGENT][NEUTRAL] All right. I appreciate you verifying all of that. Let's take a look here. So it looks like you've got 3 policies with us. You've got the accident, critical illness, and the term life.
[AGENT][NEUTRAL] Did they say that they're just dropping the one?
[AGENT][NEUTRAL] Or did they, did they say it all? They're dropping everything OK did you wanna keep everything or just the accident?
[CUSTOMER][NEGATIVE] They're dropping everything.
[CUSTOMER][POSITIVE] Yes ma'am, I, I need, I need to do what I can do.
[AGENT][NEGATIVE] You didn't want to keep everything.
[AGENT][NEUTRAL] Yes sir, OK, alright well I appreciate all that information [PII] um if you don't mind I'm gonna put you on a brief hold and reach out to our customer service department and see if we're gonna be able to keep these policies for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, yeah, I just find that work. I truly appreciate it, man.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] Of course, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] over on the care team again. Um, I've got an insured who said that their employer is dropping APL. He wants to try to keep his policies. Um, I think I know the answer to this. If they have a G in front, are they able to keep it if their employer is dropping it? Or does it depend? Uh, OK, I think I know and then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It depends, yeah.
[AGENT][NEUTRAL] OK, um, I'll give you one of them, um, it's uh 2459943.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I don't know what else over there. Oh well.
[CUSTOMER][NEUTRAL] 2459943 on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe the group accident could be continued.
[CUSTOMER][NEUTRAL] Well, I, I, I'd have to investigate it and, and, and look on the actual policy. I know the, the term life cannot.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think the accident was his priority, um, he said his wife has a lot of accidents, um, so, but OK, all right, um.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you want to talk to him?
[CUSTOMER][NEUTRAL] OK, let me see if the policy is even in, in imaging, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I'd have to read it and see.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] On base is so slow today.
[AGENT][NEUTRAL] It really is. I didn't know if that was just me.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I was thinking it was just me.
[CUSTOMER][NEUTRAL] Lion's been slow too, yes, here.
[CUSTOMER][NEUTRAL] I think September.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Continuation of portability.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I wish I tell you page numbers.
[CUSTOMER][NEUTRAL] I tell you section numbers here section 5.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] If you are no longer an active employee because of a lead da da da da.
[CUSTOMER][POSITIVE] Can be continue.
[CUSTOMER][NEUTRAL] continue.
[CUSTOMER][NEUTRAL] How old is he? He's he's under [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I believe he can, so, yeah, I'm ready.
[AGENT][POSITIVE] Cool, OK, alright, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.