AccountId: 011433970860
ContactId: 7c3320cd-7772-4987-b75b-c0813d12bd33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729469 ms
Total Talk Time (AGENT): 317721 ms
Total Talk Time (CUSTOMER): 223599 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7c3320cd-7772-4987-b75b-c0813d12bd33_20250509T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. I've got um Miss [PII] on the phone. She's one of our agents. She is calling about policy number 736903, Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she wants to speak to somebody about um [PII]'s uh dependent is turning or has turned [PII] and they are calling about keeping the policy for the dependent, letting her get her own individual policy.
[CUSTOMER][NEUTRAL] And she's on the other line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The agent is. OK, thanks, [PII].
[AGENT][NEUTRAL] Go ahead and send it to me. You're welcome. What's the callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the callback number is the number she's calling from [PII].
[AGENT][POSITIVE] OK, got you. Thank you.
[CUSTOMER][POSITIVE] All right. You're welcome bye bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][MIXED] I'm doing fine. Is this [PII]?
[AGENT][NEUTRAL] Yes, ma'am, this is she. How are you?
[CUSTOMER][NEUTRAL] Hi, I'm doing fine. I was gonna say, wait a minute, I know it, [PII].
[AGENT][NEUTRAL] Yes, ma'am. I'm still here.
[CUSTOMER][NEUTRAL] Um, I should have called you. I didn't even think about it. I was trying to figure out who to, um, who to call, so.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] No worries. Well, I've got the information pulled up and from what Ms. [PII] explained to me, you were inquiring about the uh most recent child that was removed due to age.
[AGENT][NEUTRAL] And you want to see about getting her own policy?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, can she get her own policy?
[AGENT][NEUTRAL] I believe she can, but just bear with me. I'm pulling up the certificate just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's been a while since I've had that question. These are, it's one of our older cancer policies.
[CUSTOMER][NEUTRAL] I uh, I get.
[AGENT][NEUTRAL] You try to keep up with it, but sometimes they just, if you don't keep being familiar with it, it, it leaves you.
[CUSTOMER][NEUTRAL] Oh, it drives me crazy this, um, yeah, things that you don't do all the time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] All right, bear with me. It's pulling up. It's just moving really slow.
[CUSTOMER][NEUTRAL] Mmm.
[AGENT][NEUTRAL] Bear with me. I'm still trying to read and see what it's saying.
[CUSTOMER][NEUTRAL] It's that's fine.
[AGENT][NEUTRAL] OK. It says a covered child who ceases to be eligible has the right to obtain a conversion policy. So she can convert it.
[CUSTOMER][POSITIVE] Pretty good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Wanna say it's gonna be the CPA. It would have to be one of our newer cancer plans that we offer. Um, we can send.
[CUSTOMER][NEUTRAL] It would have to be a new one or, or can, can you check on that to make sure we've got it right?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Is the CPA even available in [PII]?
[AGENT][NEUTRAL] That's a good question. Let me check that.
[CUSTOMER][NEUTRAL] Because I thought we always did the APLC 9 because it wasn't available in [PII] or at least it wasn't for a while.
[AGENT][NEUTRAL] OK, let me check, bear with me.
[CUSTOMER][NEUTRAL] Don't get complicated.
[AGENT][NEUTRAL] Oh no, you're not. It's a good question, and I didn't even think about that. There's some of the products are not eligible in certain states.
[CUSTOMER][NEUTRAL] Yeah, cause I remember that we stayed with the APLC 9 and I thought we were told that it wasn't available and um that that was the only one available in [PII], but who knows from day to day things can change.
[AGENT][NEUTRAL] And it could in fact have changed. Bear with me.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I might have to get [PII] and see if she knows for sure.
[AGENT][NEUTRAL] Let me ask another representative real quick just to make sure. Is it OK if I place you on a brief hold, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah that's fine. Do you have my number in case we get cut off?
[AGENT][NEUTRAL] I do. It's the [PII]. Yes, [PII], right?
[CUSTOMER][NEUTRAL] Did she give you my number? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, take your time. I'm, I'm in no hurry.
[AGENT][NEUTRAL] OK, OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I'm gonna place you on a brief hold. Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] It's Friday afternoon. OK. OK, thanks, [PII].
[AGENT][NEUTRAL] Yes, ma'am. Hold please.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] OK, I've got an agent on the phone. She's calling about APLC 9. The overage dependent child is coming off. The policy states that a covered child who ceases to be eligible has the right to obtain a conversion, I mean, a conversion policy subject to the terms of the provision.
[AGENT][NEUTRAL] So, would that be the CPA 2200 or can she convert to the APLC 9? This is [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And she's, and she's saying that she didn't think the CPA 2200 was um eligible to be sold in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] It don't look like it is sold in [PII].
[AGENT][NEUTRAL] It's not in here. It was set up with a product license for [PII].
[AGENT][NEUTRAL] OK, I'm just gonna have to take a message. I'm just gonna have to take a message and get back with her because I don't know, but we would have to send an application, right?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK. All right, I got you. Thank you. Bye.
[CUSTOMER][NEUTRAL] Yeah, yeah, hey, [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I think you are correct from what I'm looking at it doesn't even show that there's a product license for the CPA 2200. So what I'm gonna have to do is see if I'm gonna have to get with my supervisor and she's out today, so it'll be Monday, but I'm gonna have to see if it'll be the APLC-9 that we can offer her or if there's something else that we can offer her and if so, either way we'd have to send her an application um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it possible for me to follow back up with you Monday after I get some kind of
[CUSTOMER][NEUTRAL] Yeah, the only thing is, are we running out of time if it's because Tuesday will be, um, um, Tuesday will be 30 days.
[AGENT][NEUTRAL] Conclusion.
[AGENT][NEUTRAL] Let me look at your policy.
[AGENT][NEUTRAL] Well, technically speaking, you guys called today so we're just really just carrying over.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The conversation. I don't think it would be per se, like a specific deadline on it because she does come off. The way she comes off is she comes off the month following her [PII] birthday. So her birthday was last month.
[CUSTOMER][NEUTRAL] Mhm. So it would be [PII] that she would come off. Yeah.
[AGENT][NEUTRAL] Right, it would be [PII]. So right now, we're still good. And like I said, we're just basically continuing the conversation anyway. So I will let Ms. [PII] know that um as far as our conclusion on what we can do to offer her a continuation. um, but I will have to get back with you. I'm so sorry, Ms. [PII]. I just don't wanna tell you no and yes and then we get the incorrect information set up. So, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that and that's OK.
[CUSTOMER][NEUTRAL] Yeah, no, that
[AGENT][POSITIVE] I will definitely follow up you.
[CUSTOMER][NEUTRAL] Yeah, no, that's fine. That's fine. It is a Friday afternoon, fairly late too. Uh, I just heard, uh, so I, it wasn't like I was sitting on it. I mean, I called you as soon as I, uh, [PII] sent, uh, [PII] sent me a note and said she was out. So, uh, that's when I called. Um, so, um, anyway, yeah, that's fine. Um, you wanna just get back with me on Monday and let me know?
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Right. Yes, ma'am. OK.
[AGENT][NEUTRAL] Yes, ma'am, that's fine. I'll follow back up with you. Yes, ma'am. Um, is there a specific time that would work best for you Monday or just whenever?
[CUSTOMER][NEUTRAL] How we need to handle it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know what, what time do you come in?
[AGENT][NEUTRAL] I come in at [PII] central time, [PII] Central time.
[CUSTOMER][NEUTRAL] What time do you get in?
[CUSTOMER][NEUTRAL] OK, so that's [PII] our time. Just any time after you get in is fine. Just give me a call. No, I mean.
[AGENT][NEUTRAL] OK, I forgot your hour head. Yeah, I have to remember that when I talked to a few of y'all. OK.
[CUSTOMER][POSITIVE] Yeah, I'm ahead. So that would be [PII] here, so that's fine. I don't get in real early. So, so [PII] is great for me.
[AGENT][NEUTRAL] OK. OK, uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'll definitely give you a ring after I touch bases with her. You're welcome, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] OK. Well, thanks, [PII]. I appreciate it.
[CUSTOMER][POSITIVE] No, that's it. Thanks so much. It was good to talk to you again.
[AGENT][POSITIVE] You as well, and thank you again for calling APL and you have a wonderful day and a good Mother's Day.
[CUSTOMER][NEUTRAL] OK. OK. You too. Bye-bye.