AccountId: 011433970860
ContactId: 8b66e393-4619-4f90-a9f1-672e4f91cd8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270309 ms
Total Talk Time (AGENT): 102147 ms
Total Talk Time (CUSTOMER): 158190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8b66e393-4619-4f90-a9f1-672e4f91cd8b_20250303T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm good today, [PII]. How can I help?
[CUSTOMER][NEUTRAL] Well, I've got a client or we've got a client that's had all the old cancer product now for forever and uh the gal is retiring from uh her employer and uh and obviously she wants to port the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Traditionally what I do is I tell the employees, hey, once you're scratched off the bill you will get a letter or somebody will be in contact with you.
[AGENT][POSITIVE] Yes, most definitely.
[CUSTOMER][POSITIVE] And I know that's because an AFA down the hall had what they're they're proud of calling their conservation team.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, what I've learned that I've been dealing with ASA and APL now for about 25 years.
[CUSTOMER][NEUTRAL] And we used to have a letter that said, you know, how do I keep my policy?
[AGENT][NEUTRAL] Right, that is.
[CUSTOMER][NEGATIVE] You know, and now they don't want anybody to be proactive.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] You know, it's, and so they're, no, no, no, you know, we'll contact them that's their job and I, I tell you time after time nobody ever reaches out or if they do it's 3 months later, you know, so I'm trying to be proactive for this, this gal I've known her forever, you know what's the best way for her to keep her policy? Is there a phone number she can call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Most definitely we have a customer service team that she can call.
[CUSTOMER][NEUTRAL] OK, and what would be the best number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] And so what does she need? Does she need just her social and her name and her birthday?
[AGENT][NEUTRAL] Yes, and if she has like her old policy number like just handy um when she gives that to them they'll see that it's um you know that she's lapsed and that they can still see the information on her policy, you know, that it's portable and such like that and then they can start that process if they haven't already, you know, sending her, you know, the information to sign up to keep her coverage.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, alright, so I'm gonna reach out to her and uh first I think can you dig up her policy number for me real quick?
[AGENT][NEUTRAL] I sure can. What is the group? What do you have the group number first, or is she on an individual?
[CUSTOMER][NEUTRAL] Oh, she's on the group, the group name and let me get into the file cabinet. I haven't even opened it up yet.
[AGENT][NEUTRAL] Oh, what's the, what's the group name?
[CUSTOMER][NEUTRAL] Custer County, like Colonel Custer.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Let me look that.
[AGENT][NEUTRAL] Custer County School District is it school district or just Custer County?
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] No, it's just a county. It's a municipality.
[AGENT][NEUTRAL] OK, in [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is it in [PII]?
[CUSTOMER][NEUTRAL] Oh yeah, I'm sorry. Yes, ma'am, I should at least told you that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem. I've got it.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I've got it pulled up here right now.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] And what's her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I believe it's an APL policy.
[AGENT][NEUTRAL] Yes, um, her phone.
[CUSTOMER][NEUTRAL] But CP 1 can be.
[AGENT][NEUTRAL] Yeah, this is an easy one. It's 007.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 177.
[CUSTOMER][NEUTRAL] So when did, when does it show that it lapsed?
[AGENT][NEUTRAL] Um, I don't show that it's lapsed yet.
[CUSTOMER][POSITIVE] OK, that's why there's no notice has been out. The, the HR department over there has changed so many times that I'm not so sure, you know, what they're doing. But if we can have her be a little proactive, it sure make her feel better. Two girls bought it at the same time. They used to live, work next to each other in death. Her buddies has used it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You know, so it's more important than ever that she keeps it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You know what I mean, all it all it takes is a story and oh boy.
[AGENT][NEUTRAL] Yes, it does. That's it.
[CUSTOMER][NEUTRAL] OK, so I will call [PII] and her policy number is 007071777.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, I'll have her reach out to you guys, and that's the best way she can give you banking info and whatever she wants to do.
[AGENT][POSITIVE] You got it.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am.
[AGENT][POSITIVE] Oh thanks, [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] I will. You too.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.