AccountId: 011433970860
ContactId: 7ae349d6-9515-449d-9ddb-b3b2d5aff730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355630 ms
Total Talk Time (AGENT): 127893 ms
Total Talk Time (CUSTOMER): 121577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7ae349d6-9515-449d-9ddb-b3b2d5aff730_20250116T23:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It depends, yeah.
[CUSTOMER][NEUTRAL] OK, um, I'll give you one of them, um, it's uh 2459943.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I don't know what else over there. Oh well.
[AGENT][NEUTRAL] 2459943 on [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe the group accident can be continued.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did you want to talk to him?
[AGENT][NEUTRAL] OK, let me see if the policy is even in in imaging, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I'd have to read it and see.
[AGENT][NEUTRAL] That
[AGENT][NEGATIVE] On base is so slow today.
[CUSTOMER][NEUTRAL] It really is. I didn't know if that was just me.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I was thinking it was just me.
[AGENT][NEUTRAL] Lyon's been slow too, yes, in here.
[AGENT][NEUTRAL] I think September.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Continuation of portability.
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wish I tell you page numbers.
[AGENT][NEUTRAL] I tell you section numbers here section 5.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] If you are no longer an active employee because of a lead da da da da.
[AGENT][NEUTRAL] Coverage will be continued.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How old is he? He's he's under [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] that she must see that.
[AGENT][POSITIVE] I believe he can, so, yeah, I'm ready.
[CUSTOMER][POSITIVE] Cool, OK, all right, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, good afternoon, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm fine. How are you?
[AGENT][NEUTRAL] I'm fine. Um, [PII] was saying that you were wanting to continue your policy with us, the accident policy.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I will have to get some forms out in the mail to you. I'll just fill those out and send them back, and we'll get it taken care of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right. And it was just the, the accident, correct, or?
[CUSTOMER][POSITIVE] I, I'll tell you everything I have for y'all.
[CUSTOMER][POSITIVE] I mean, I, I appreciate everything you do for me. It's just like I tried to tell her. I've been with this company I've been with on it off over 25 years, and every time they decide to swap an insurance company on me, or the, the rest of us, they just do it as their own accord. We don't give any information at all. We get a spreadsheet with how much it is gonna cost us and not what it's gonna cover.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Well, my wife took a fall and everything else back.
[CUSTOMER][NEUTRAL] In [PII], she had to have surgery on her wrist and this that and other. Well, she's, she's more concerned about, she's doing in physical therapy for it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And everything else, but I was off work last 3 weeks of December because that's because the plant shuts down, it does it every year. It didn't take me by surprise. But yesterday, I get a phone call and they're telling me that they swapped everything and the
[CUSTOMER][NEGATIVE] New company is not gonna cover the stuff anymore.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I, I know you can continue the accident. I'm not sure about the critical illness and I, you cannot continue the term life one.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] But I, I'll, I'll check on the.
[CUSTOMER][POSITIVE] OK, anything that I can, anything I can do for you, just send it to me and I'll definitely take care of it and get it directed back to you.
[AGENT][POSITIVE] Alright, I'll get that taken care of. Um, is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, y'all, y'all been truly fine. I definitely appreciate it.
[AGENT][NEUTRAL] Alright well I will get those out in the mail to you.
[CUSTOMER][POSITIVE] Thank you, ma'am. I appreciate it. Have a great day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a great day.