AccountId: 011433970860
ContactId: 8ab22b50-e288-4a54-b626-594262773aed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392239 ms
Total Talk Time (AGENT): 188096 ms
Total Talk Time (CUSTOMER): 155081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8ab22b50-e288-4a54-b626-594262773aed_20250123T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Hi, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a member on the other line who wants to support their cancer policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's policy number 252-2296.
[AGENT][NEUTRAL] OK. Um, uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, do you have a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I'm fine. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, now, [PII] was just telling me that you want to uh put your cancer policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. um, now I will need to send you a form to fill out and it's just signing saying that you do want to keep your policy, um, but we do need that form filled out, you know, to be able to um.
[AGENT][NEUTRAL] Do that for you um and I can get that mailed out to you. I can email it to you just however you would like to receive it.
[CUSTOMER][NEUTRAL] If you wanna email it here, yeah, let's just I'm gonna give you, I'm sorry, this is his benefit administrator for his employer. Um, I'm gonna give you my email address if you could send it to that, that would be great.
[AGENT][NEUTRAL] I sure can. Yes, ma'am.
[CUSTOMER][NEUTRAL] You're ready for it? It's long, sorry.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I am ready. OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], so [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. is it Depolito? I know I'm not pronouncing it.
[CUSTOMER][NEUTRAL] It like it looks like, yeah, it looks like Dipolito, so yes, if you have it spelled Dipalito, it's right.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, yes, I will send it um to your email and I will go ahead. It will take me maybe about 10 minutes, but I will go ahead and fill the form out as much as I can, um, and then all he'll need to do is sign it and send and you can email it back to me, um, and we can go ahead and get it in process.
[CUSTOMER][POSITIVE] Perfect. That'd be great. Now, so when you convert to see, it stays under the same rates as the group, right?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] It is, yes, and it shows that he has couple coverage and it's 4770 monthly.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah. OK. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] And also, um, if, um, Mr. [PII], if you want this on a bank draft, I can send a bank draft authorization too in the email to be filled out, but if we don't do a bank draft, it will be set up on a quarterly billing, um, or semiannually or annually, whichever you would prefer.
[CUSTOMER][NEUTRAL] OK, so if I understand that correctly, he can do a bank draft which would come out of his account monthly or he can do either a quarterly, semi or annual.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Check payment.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] So do you want it, would, which would you prefer?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I guess, uh, probably monthly, but what would I need to, so she'll send you the form for that. So yeah, I think he is thinking bank draft then.
[AGENT][POSITIVE] OK, OK, yes, I will get that to you.
[CUSTOMER][NEUTRAL] And actually, can I go ahead and add his email address to that as well just to make sure that we both get it.
[AGENT][NEUTRAL] I'm sorry, you said add his email?
[CUSTOMER][NEUTRAL] Also, yeah, so send it to two separate.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, [PII], go ahead. OK. OK, my email address is, is uh as follows. [PII].
[AGENT][NEUTRAL] OK. Yes, sir. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, yes, sir. We'll get that to you.
[AGENT][NEUTRAL] Oh, and I think that covers everything, um, and also on the portability form that I'm going to send, there's a second page that says, um, you agree to receive your policy electronically, which means you would create an account online with us and log in and view your policy, and if you do not want to do that, [PII], I do not agree and we will mail you a copy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, you are welcome. OK, and give me about 10 minutes. Like I said, I'm gonna fill out the form, um, as much as I can with his information, and you'll be seeing that in just a few minutes.
[CUSTOMER][POSITIVE] Wonderful thank you so much.
[AGENT][POSITIVE] Yes, y'all are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] Uh, I guess not. Thank you.
[AGENT][POSITIVE] OK, thank y'all. Well, y'all have a good day and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Yeah you.
[AGENT][POSITIVE] Thank you.