AccountId: 011433970860
ContactId: 6e006207-779b-4c92-b32a-09c40cc210bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561380 ms
Total Talk Time (AGENT): 161522 ms
Total Talk Time (CUSTOMER): 137850 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6e006207-779b-4c92-b32a-09c40cc210bc_20250320T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and um I just picked up our mail yesterday and um I have a letter that was postmarked [PII], and when I open it, the letter is dated [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I'm not sure. I mean that concerned me that it took 3 months from the date of the letter to the date that it was mailed to me, but it's um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's about a cancer and specified disease policy that's portable and um there's a form to fill out if I want to do that and set up um EFT on it but I don't see anywhere on here what the cost is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, Ms. [PII], um, would you like me to look at the policy to give you that premium amount?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Well, it says certificate number on the letter. Will that work?
[AGENT][NEUTRAL] Yes, it is the same.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] OK, 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 35709.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to find the policy. And just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII]. Address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you very much. And I can see here the policy for um coverage for you and your spouse. Uh, the monthly premium is for $25.48.
[CUSTOMER][NEUTRAL] And um it says cancer and specified disease. Um, is this available on your website for me to look at this policy or?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How can I get to it?
[AGENT][NEUTRAL] Alright, allow me just a second so I can look into it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEGATIVE] Since the policy has been already, it was meant to be ported in December, um, and unfortunately, you never received that letter, it is lapsed. So there's no um
[AGENT][NEUTRAL] No way to access the information through our online service center, um, but I could get to you with um.
[AGENT][NEUTRAL] The benefits department they could explain to you what it covers, what it doesn't. If you decide to put the coverage with us, um, you can sign in the paperwork that was sent to you um we will um be considered about the letter being late to you, um, and we can go ahead and reinstate that coverage. Once we do that, we can, uh, mail to you a certificate information, um, that will contain all the information provided to you.
[CUSTOMER][NEUTRAL] OK, um, yeah, I will probably send this envelope then with it where it shows that it was postmarked in March, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh so $25.48 is for both my husband and I, and that's a monthly payment.
[AGENT][NEUTRAL] Yes, yes, that is correct. Um, we do, um, for that electronic funds transfer, um, which is a bank draft, uh, we do have the monthly payment, but it, uh, if you would like to send this check, um, or you have another preference, um, payment.
[AGENT][NEUTRAL] We will not have available that monthly premium. It will have to be quarterly, semi annually, or an annually payment.
[CUSTOMER][NEUTRAL] Yeah, no, I would, I would go ahead and send up the, the EFT, so the EFT amount was 2548.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, but you can't tell me what it covers until I actually reinstate the policy.
[AGENT][NEUTRAL] Yes, there is no um method that we can really offer online to access the information but I can transfer you to the benefits department and they they can give you an explanation about what what it covers.
[CUSTOMER][POSITIVE] OK, that would be helpful, thank you.
[AGENT][NEUTRAL] Alright, is there anything else that I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's all for now. Thank you.
[AGENT][NEUTRAL] Thank you. I will go ahead and place you on a brief hold while I connect you with the benefits department for them to explain your benefits to you, right?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII], are you still there?
[CUSTOMER][POSITIVE] Yeah, I'm gonna go ahead and hang up. I'm, I'm at work, so thank you.
[AGENT][NEUTRAL] All right, um, is there any way that we can um have a callback number and that way we can have one of our agents reach out back to you?
[CUSTOMER][NEUTRAL] No, that's OK. Um, while I was waiting I found the page in my, um, employee handbook from last year that kind of gave me an outline of this coverage so I'll just go ahead and get it nailed in thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right thank you have a nice day.
[CUSTOMER][POSITIVE] Thanks you too.