AccountId: 011433970860
ContactId: 92f32efb-e9eb-47d9-8ab4-242a70ec0379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628190 ms
Total Talk Time (AGENT): 287786 ms
Total Talk Time (CUSTOMER): 214840 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/92f32efb-e9eb-47d9-8ab4-242a70ec0379_20250203T21:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, I used to have a policy with you guys, but I don't know if I have it anymore or what's going on with it, so I was calling to see if it's still active.
[AGENT][NEUTRAL] OK, so you're just needing to verify if you have an active policy with us at this time. Is that correct? Yes, ma'am, I can help you. Sure. And who am I speaking with, please?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, so what's the, your insurance, was it through your employer?
[CUSTOMER][NEUTRAL] Yes, it was through my employer.
[AGENT][NEUTRAL] OK, and what is your social security number, Ms. [PII], so I can try and locate your information.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, Ms. [PII], so I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that you gave me is the best phone number that we should have on file for you, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] Uh, I have two different ones I use, so it probably is under the [PII].
[AGENT][POSITIVE] Yes, ma'am. OK, so thank you very much. So, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm reading, I'm just reading some of your notes because I can see that your policy, yes, it is not active with APL Ms. [PII].
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] The policy, it was active from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To [PII], according to our records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, give me just a moment again. I'm looking through some things.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, so yes, ma'am, it does show that your entire, you know, organization is no longer with APL, so I would refer you, you know, to your HR to find out about.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know who they are with now.
[AGENT][NEUTRAL] I can see, I was just reading through a note from where you had called in last month and spoken with another representative.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, yup.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Yeah, because she had said I've gotten a letter for what is it portability to try and port it over.
[AGENT][NEUTRAL] For portability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had sent that in, but do you see any record of that?
[AGENT][NEUTRAL] No, I do not see that, but I will be very happy to connect you back over to that department that handles all of that, um, and give them your policy number and let them know the reason for your call so that they could further research, but no, ma'am, I'm not seeing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At this time as showing receipts. How did you send that back to us?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I sent it in the mail.
[AGENT][NEUTRAL] OK. Um, when did you send it?
[CUSTOMER][NEUTRAL] Um, it's been a couple weeks cause I sent it not long after I had talked to the other girl last month, like another day or two right after I talked to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yes, ma'am. Let me
[AGENT][NEUTRAL] Let me get you connected over to them.
[AGENT][NEUTRAL] And again, you will not have to re-verify any of your information. If you want, I can give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yeah, I have a pen and paper right here.
[AGENT][NEUTRAL] So you'll just have it. It's so you don't have to give out your social to find it, but it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] Mhm. 3078.
[CUSTOMER][NEUTRAL] 3078. OK, I got it.
[AGENT][NEUTRAL] Yes, ma'am. All right. Well, if you will give me just a moment, I will transfer you, but is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] No, that was all I needed.
[AGENT][POSITIVE] OK. Well, thank you so much to Ms. [PII] for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Well, I have an insured on the line who's calling to see if her policy is back active because she says she mailed her portability information in, but I don't think that that's been received. It's on policy number 246.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3078 for [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] But she is fully verifi[PII]. I'm sorry, I was making my note. I kind of zoned out on you. I'm so sorry about that. I'm just.
[CUSTOMER][NEUTRAL] No, no, you're totally fine cause I was reading this note that [PII] put in and it's kind of long, so.
[AGENT][POSITIVE] I'm sorry
[AGENT][NEUTRAL] I'm a little, yeah, I'm a little tired today. It's been a long day, so, and I just was focused on making my notes, so.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I understand because I've had one day too. I got called stupid earlier.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Oh, I'm sorry. You know, you know, that's not true though about you.
[CUSTOMER][NEGATIVE] Oh, she was not very nice. She's not very nice at all.
[AGENT][NEUTRAL] 00, I'm sorry.
[CUSTOMER][POSITIVE] And check with. I appreciate that. It's all right.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] But this lady's really sweet. This lady will make is probably gonna make up for it. She's very sweet.
[CUSTOMER][POSITIVE] I hope so. Well, I hope I don't disappoint her too. I'm looking at, I don't see anything.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] OK, and I'm confused by this note [PII] put in here.
[AGENT][NEUTRAL] I don't understand that note fully either. Maybe when.
[AGENT][NEUTRAL] I don't know because it's still showing as made to pay one obviously because she was on the group, but the group is now termed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, I did check that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty. Yeah, and that she only has 30 days to support, so, uh.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Could she, I don't know. Is that a situation where she could email it today? Well, I mean, technically.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Does she talked to, well, I can't say that now cause I'm in the middle of my notes.
[CUSTOMER][NEUTRAL] Yeah, it was in January.
[CUSTOMER][NEUTRAL] But the letter that the port letter that they sent her was [PII]. When did the, I'm trying to see when the group actually lapsed.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I've got so many screens open, it's not even funny.
[AGENT][POSITIVE] Girl, I know that's right.
[CUSTOMER][NEUTRAL] Alright. 252-48.
[CUSTOMER][NEUTRAL] Alright, um, you can go ahead and transfer her and I'll just tell her what I'm doing.
[AGENT][NEUTRAL] Well, it's like
[AGENT][NEUTRAL] That's like 12.
[AGENT][NEUTRAL] Is it 123 for the group?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now effect group request [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, so did she, yeah, I'm really confused.
[AGENT][NEUTRAL] So they didn't even do that until the [PII]. They requested it according to this.
[AGENT][NEUTRAL] The [PII] to be effective [PII], but she talked to [PII] on whatever date, like I said, I don't see that.
[CUSTOMER][NEUTRAL] OK, hold on. Uh, it says she was out on disability and paid her employer for her back premium.
[CUSTOMER][NEUTRAL] Advised her to contact them and make sure they were going to submit her premium. OK, so she was paying the whole time she was out on disability, basically like a a cobra thing.
[AGENT][NEUTRAL] What is.
[AGENT][NEUTRAL] It's kind of what it looks, sounds like.
[CUSTOMER][NEUTRAL] Yeah and she was supposed to be still active so yeah let me go ahead and talk to her and see if she she may need to talk to HR to have her premiums paid if she paid them, then we're still waiting on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So anyway, but that's why she's calling.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] OK doke. Thank you so much. Have a nice evening. OK. Bye, memory.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem. You too. Bye-bye.