AccountId: 011433970860
ContactId: 71c66e93-bfa5-465b-8f83-631b59287fd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265420 ms
Total Talk Time (AGENT): 93159 ms
Total Talk Time (CUSTOMER): 132291 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/71c66e93-bfa5-465b-8f83-631b59287fd2_20250326T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's me again.
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself? Get it done.
[AGENT][NEUTRAL] Yeah, it's, it's been a morning, I can tell you already.
[CUSTOMER][POSITIVE] Girl, I, it's like yesterday and today, the calls have been so hm interesting would be a good way to describe it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I do have a Mr. [PII] on the line. He's with did you sorry, he is with Higginbotham and he is calling regarding a portability letter he received, and I explained what it was. He wants to know what the premium would be if he continued.
[AGENT][NEUTRAL] All right. What's the policy number?
[CUSTOMER][NEUTRAL] His policy number is 2558407. Mr. [PII], and I have verified all of his information.
[AGENT][NEUTRAL] OK, what's the area code?
[CUSTOMER][NEUTRAL] Area code is [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII] is this callback number.
[AGENT][NEUTRAL] No that's different from what you just gave me.
[CUSTOMER][NEUTRAL] The policy number is 2558407.
[AGENT][NEUTRAL] Oh, I wrote it down for the phone number.
[AGENT][NEUTRAL] I told you, it's in a morning.
[CUSTOMER][POSITIVE] I'm with you, girl.
[CUSTOMER][POSITIVE] I love it. I feel like I'm not alone now. Thank you, [PII].
[AGENT][NEUTRAL] OK, what, what's the call back?
[AGENT][NEUTRAL] That's why I said what's the area code?
[CUSTOMER][NEUTRAL] I was like, why is she asking that, but OK, I'll give it to her.
[AGENT][NEUTRAL] OK. [PII] with the rest of it.
[CUSTOMER][POSITIVE] Oh my goodness. Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. I'm ready. Thank you.
[CUSTOMER][POSITIVE] All right. Let me get him on the line. Thank you, [PII]. We're gonna survive this day, I promise, somehow. I hope you have a good day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] I hope so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, [PII]. Take care. One moment.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I do have [PII] on the line. She's going to assist you further with that information. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing well yourself?
[AGENT][NEUTRAL] I'm good, thank you for asking. Um, she was stating that you needed to know how much your premium would be if you continued this policy with us.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's 1837 per month.
[AGENT][NEUTRAL] And it looks like you have January, February, and March already.
[CUSTOMER][NEUTRAL] 1837.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And it looks like you are January, February, and March.
[CUSTOMER][NEUTRAL] January, February, March, so after March then that's when uh the payments actually start in March.
[AGENT][NEUTRAL] They had they start back in January.
[AGENT][NEUTRAL] That's when the policy canceled of last year.
[CUSTOMER][NEUTRAL] January of next year.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, so that's when, so that's when the, the policy, uh, was canceled or just inactive, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I do start it back up, what you're saying is I have to.
[AGENT][NEUTRAL] OK, January, February, March.
[CUSTOMER][NEUTRAL] Pay for January.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and what is the benefit of having this, uh, this insurance?
[CUSTOMER][NEUTRAL] What does it do?
[AGENT][NEUTRAL] I would have to, it's a cancer policy. Um, I would have to get somebody in the cancer department that the benefits department, I'm sorry, that could go over the benefits with you if you'd like.
[CUSTOMER][POSITIVE] Yes, if you don't mind, please.
[AGENT][NEUTRAL] Sure, and is there anything else I can do in customer service for you uh before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and I'll I'll connect you with benefits.
[CUSTOMER][NEUTRAL] OK.