AccountId: 011433970860
ContactId: 72d40498-63c7-4284-8327-65a60f305f87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242869 ms
Total Talk Time (AGENT): 114183 ms
Total Talk Time (CUSTOMER): 147580 ms
Interruptions: 8
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/72d40498-63c7-4284-8327-65a60f305f87_20250307T19:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, this is [PII]. For some reason, some of my mail got stuck off somewhere else and I just found this deal from APL on my cancer policy that I was paying for after I left, left the school, and it says that they were doing a change plan has been moved to a new certificate.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Rest assured, but it says to ensure your cancer coverage remains uninterrupted, you must enroll, re-enroll by completing the signed returned closed document by [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, cried.
[AGENT][POSITIVE] OK, so we can definitely get that pulled up. You, uh, there was just a mix up in the mail?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Mm, uh, at my house, they didn't put it where
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, uh, we can get that pulled up.
[CUSTOMER][NEGATIVE] It was stuck off somewhere else and OK.
[AGENT][NEUTRAL] OK, we'll go ahead and get that pulled up and check on that. Um, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, is that the certificate number?
[AGENT][NEUTRAL] Yes, yes, that's it.
[CUSTOMER][NEUTRAL] 241-373-4
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address, please?
[CUSTOMER][NEUTRAL] Um, it's [PII], unless you got the PO box, but no, I don't think so. Hold on.
[AGENT][NEUTRAL] No, that's the address that we've got um last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah, it's either [PII] or [PII]. Both of those are [PII].
[AGENT][NEUTRAL] Yes, OK, that's the one. Yes, OK, it was that 2nd 1. Thank you for verifying that. All right, give me just a moment, [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Now I will say so while we did send letters out we did also send emails out um and it looks like we got the information that we need because I do see you do you have an active policy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] With us an active cancer policy. Um, it is a different policy number, uh, if you'd like, I can give that to you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Alright, you find a pen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm gonna try to get this job uh.
[CUSTOMER][NEUTRAL] I, I didn't remember, I guess, going online and doing it.
[AGENT][NEUTRAL] Yeah, you might have uh seen the email.
[CUSTOMER][NEGATIVE] Um, probably I might have done it. I just had to call just freaking out, so, OK, what is that?
[AGENT][NEUTRAL] No, I understand. OK, so the new policy number that is 02.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 94.
[CUSTOMER][NEUTRAL] Number
[AGENT][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 02559420
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is it, and you are good and active.
[CUSTOMER][NEUTRAL] And is it possible to get
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK. Is it, is it possible to get uh some kind of a card to carry with you or anything?
[AGENT][NEUTRAL] So we don't offer cards for our cancer policy. Um, if you wanted to take it to a provider, you can simply give them that policy number, um, and then if they have any questions or anything, they are more than welcome to give us a call as well. We do talk to providers all the time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] All right, that'll work. No, thank you so much.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.