AccountId: 011433970860
ContactId: 7c874d44-a3ee-459f-a89a-4b2f9eb4160f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342359 ms
Total Talk Time (AGENT): 142336 ms
Total Talk Time (CUSTOMER): 172048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7c874d44-a3ee-459f-a89a-4b2f9eb4160f_20250319T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I had a policy with you guys through my employer.
[CUSTOMER][NEUTRAL] And they have changed carriers and so I got the notice for.
[CUSTOMER][MIXED] Where the coverage was portable, but I only got it on one of the policies. I have an accident policy and then I have a cancer and um heart critical illness uh policy as well, and I only got one of them and your letters dated [PII], but I just got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right. Well, let's, let's take a look. Do you have any, go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I only got it on the accidental policy. I didn't get it on the other policy, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look. Do you have a policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I do on this one it's 01289118.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull.
[CUSTOMER][NEUTRAL] I don't even know if it's still eligible to.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Can I verify please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then if I may please have your address and uh email address we would have on file.
[CUSTOMER][NEUTRAL] Uh, address is [PII]. The email address, not sure if it'd be the work email, which would be [PII].
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Or could write [PII].
[AGENT][NEUTRAL] OK, yeah, it looks like, yeah, it's the um it was the work email one, so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Just say it'd be one or the other, those are the two email addresses I have, so.
[AGENT][NEUTRAL] Right, right. OK.
[AGENT][NEUTRAL] Um, yeah, I don't know if you're gonna be able to continue these still. I wonder why.
[AGENT][NEUTRAL] It was dated
[CUSTOMER][NEGATIVE] That was just so weird. I even have the envelope with it. It was postmarked.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But your letter [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, let me get somebody, uh, [PII] on the line that deals with, uh, porting and continuing on policies. I'll give them your information and they'll be able to advise whether or not this is you can still continue and what that cost would be and all that, OK?
[CUSTOMER][NEUTRAL] OK, and can they pull up the other policy as well? I can't find my policy, I can't put my hands right on it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Oh, yes, ma'am. Yeah, I've got the um cancer policy number here too. With that accident, I was able to pull up all the ones you've had with us. So yeah, I've got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. Yeah, no problem. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She can still continue this. I think it's too long.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing this afternoon?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][POSITIVE] Good, thank you for asking. I have an insured on the line. Her name is [PII], and she wants some information about porting her policy, if you could help her.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Policy number is 1289118.
[AGENT][NEUTRAL] She did say that she did get a portability letter from us, but it's strange because she says she just got it and it's dated back in December. So I'll be honest, I don't even know if she could still continue this on.
[CUSTOMER][NEUTRAL] Something happened with this group and they just, they just, this group literally just are getting their portability letters. I don't know why. I was just informed of it yesterday, but it's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah, she's fine. Um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] What's your callback number?
[AGENT][NEUTRAL] Uh, callback number is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she does also wanna look at continuing on her cancer, so the accident and the cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you did verify everything.
[AGENT][NEUTRAL] Yes, yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] All righty, I'm ready for.
[AGENT][POSITIVE] OK, thank you. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Here she comes.
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] in the customer service department. How are you doing today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Doing OK and you? I'm doing well thanks for asking got your information pulled up and the representative that transferred you stated that you just got your report letter and you're wanting to see what you have to do to continue the coverage with us.
[CUSTOMER][NEUTRAL] Yes ma'am, just wanted to see what the actual premium was. They always deducted it directly out of our paychecks and so I don't even remember how much I paid them a month for it and then wanted to see the letter's dated [PII], but it the postmark date of the envelope was [PII] and it just got here.
[CUSTOMER][NEUTRAL] Yes, ma'am, and I