AccountId: 011433970860
ContactId: 8a69af43-ed37-4154-a9af-fdb1d68ecb19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476220 ms
Total Talk Time (AGENT): 199608 ms
Total Talk Time (CUSTOMER): 163376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8a69af43-ed37-4154-a9af-fdb1d68ecb19_20250127T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes sorry I received this letter and I don't understand it.
[CUSTOMER][NEUTRAL] It's uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That the
[CUSTOMER][NEUTRAL] Cancer and specified disease policy request to report coverage.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, I can help you with your letter, sir. Can you please give me your name and your call back?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] And the certain number?
[AGENT][POSITIVE] Yes sir, that'd be fine thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your your phone number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] area code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir, let me pull your policy up real quick.
[AGENT][NEUTRAL] OK [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and also verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your uh your email address please sir?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And then the number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes sir, thank you. I appreciate you verifying your policy for me. Alright, let me look at it real quick.
[AGENT][NEUTRAL] OK. So your group cancer.
[AGENT][NEUTRAL] through [PII], um.
[AGENT][NEUTRAL] Through the [PII] um.
[AGENT][NEUTRAL] Workers
[AGENT][NEUTRAL] They had their policy through Union Bank and Trust and they are no longer with us anymore so we sent out those portability letters in case you wanted to port your cancer policy which means bring it with you since the group was no longer going to be with us and that's why the letter was sent out um.
[AGENT][NEUTRAL] So if you wanted to port it you could fill it out and return it and then you'd be a policy.
[CUSTOMER][NEUTRAL] OK, so you guys would carry it now.
[AGENT][NEUTRAL] Right, we no longer carry um with Union Banking trusts, um.
[CUSTOMER][NEUTRAL] With them.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Right, correct.
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Now if you want me to do I can get you on over to um.
[AGENT][NEUTRAL] To another number where you can speak to somebody there about your insurance and see about you know your benefits for them if you would like to sir.
[CUSTOMER][NEUTRAL] No, I'd just like to fill it out if you can help me with that.
[AGENT][NEUTRAL] Right, OK, um, you just fill out the info.
[CUSTOMER][NEUTRAL] Or do I gotta go through him?
[AGENT][NEUTRAL] No, you just fill out the portability letter.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] I can give you an email to send it back to.
[CUSTOMER][NEUTRAL] OK, how about, uh, uh, I have the envelope to mail it out.
[AGENT][POSITIVE] Oh they gave you an envelope with it well that's awesome then yes you can just put it in the envelope if you wanted to mail it or if not you can email it and I can give you email so.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] Uh, give me the email also.
[AGENT][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, let's start all over again. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then yeah [PII]
[AGENT][NEUTRAL] And then yeah fine.
[CUSTOMER][NEUTRAL] The what?
[CUSTOMER][NEGATIVE] You're, you're breaking up a little bit.
[AGENT][NEUTRAL] The at sign
[CUSTOMER][NEUTRAL] Oh, yes. OK.
[AGENT][NEUTRAL] Oh, I'm sorry, sir.
[AGENT][NEUTRAL] And then the rest of it is AM.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 888 M.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Alright, so the first one would be policy owner and that would be me.
[CUSTOMER][NEUTRAL] The address, my city, state, zip, my email address, and then product support.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well it says up here cancer and specific disease?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then certificate number.
[CUSTOMER][NEUTRAL] Is that uh
[AGENT][NEUTRAL] Which is your
[CUSTOMER][NEUTRAL] The 02307
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh-huh, and then my employer's name.
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] And then sign it.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Right, and
[AGENT][NEUTRAL] And then did you get a bank, did you get a bank draft authorization form?
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Uh, that's the electronic funds transfer.
[AGENT][POSITIVE] Yes, that's correct. Yes, sir. You'll need to fill that out also.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Awesome. OK. So the bank name, the branch name, and the address.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh what's the APL policy number mines.
[AGENT][NEUTRAL] That yes that's the 02307285 number.
[CUSTOMER][NEUTRAL] Uh-huh, cell number, home number, social security, bank routing and bank account. OK, this is like what, a direct deposit?
[AGENT][NEUTRAL] It will be automatically, uh, the premium will be automatically drafted from your bank account.
[CUSTOMER][NEUTRAL] How much would that be? Can you give me an idea?
[AGENT][NEUTRAL] Yes, sir. Your premium monthly is 18311.
[CUSTOMER][NEUTRAL] 183 11. OK, cool.
[AGENT][NEUTRAL] And that's for couple coverage.
[CUSTOMER][POSITIVE] OK, great. Thank you. I appreciate it.
[AGENT][POSITIVE] You're, you're so welcome.
[CUSTOMER][NEUTRAL] You have a
[AGENT][POSITIVE] Yeah, you too, [PII] thank you for calling APL you have a blessed one.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you, mommy.
[AGENT][NEUTRAL] Mm bye bye sir.
[CUSTOMER][NEUTRAL] You too bye bye.