AccountId: 011433970860
ContactId: 9327da34-d128-4360-a8af-2ccb47e0ea6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1440619 ms
Total Talk Time (AGENT): 171407 ms
Total Talk Time (CUSTOMER): 167301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9327da34-d128-4360-a8af-2ccb47e0ea6b_20250616T19:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII], and I was trying, I'm not sure who I, I need to talk to because there's too many options. Anyway, I recently retired from the school district here in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wanted to see, uh, I wanna keep my cancer insurance, but they told me I had to make plan, uh, make changes about, you know, billing and everything.
[AGENT][POSITIVE] OK, well, I can definitely help you with your um continuing your policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Oh, I'm so sorry, Mr. and I have it down in my notes. My apologies.
[CUSTOMER][NEUTRAL] And my number is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my number is, do you have my number now?
[AGENT][NEUTRAL] No, no, I just need your number and your policy number.
[CUSTOMER][NEUTRAL] OK, it's um [PII]. Let me get my card. Policy number is
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 949024
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK. It is um [PII]. My email is, it's [PII], but that will be changing after the [PII].
[CUSTOMER][NEGATIVE] They're gonna do away with that, that email.
[CUSTOMER][NEUTRAL] Since I was working with the school, now it's not gonna be, so I'm gonna have a different email address.
[AGENT][NEUTRAL] OK, and I can update that for you. Um, what's the best email that you'd like to update it to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's gonna be [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so hold on, let me save that.
[CUSTOMER][NEUTRAL] Did you say you needed my address also?
[AGENT][NEUTRAL] Um, the [PII], that's the correct address, right? OK.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Uh, no, just the email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I'm actually showing
[AGENT][NEUTRAL] That your policies are no longer active with us. Um, the, the last policy that
[CUSTOMER][NEUTRAL] What was that, was that.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, the last policy that terminated was May of this year.
[CUSTOMER][NEUTRAL] Right, because that was my um
[CUSTOMER][NEUTRAL] When I retired was [PII].
[AGENT][NEUTRAL] OK. So let me,
[CUSTOMER][NEUTRAL] So does that mean that I lost it or can I continue it or?
[AGENT][POSITIVE] Well, that's what I'm getting ready to do. Let me reach out to customer service and see if it's um what it's eligible for, and then I'll be able to give you more information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And did you receive a um continuation letter in the mail?
[CUSTOMER][NEUTRAL] Uh, no, I did not.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] It is a special group, it's IST.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so they can port it now or what?
[AGENT][NEUTRAL] Go over the ways to pay.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There's no letter at all base.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, I was speaking with my supervisor, um, and she said that the policy just turned on June or terminated on June.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] [PII], um, so the letter probably hasn't gone out to you. We're waiting for the, there's a letter that um that kind of invites you to continue your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you get that letter, um,
[CUSTOMER][NEUTRAL] So they mailed it, they mailed it, you say you're saying that they mailed it out on [PII].
[AGENT][NEUTRAL] No, no, no, no. I'm saying that the policy like officially terminated canceled on [PII], so today is just the [PII]. So the, the letter probably has not gone out.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To you yet.
[AGENT][NEUTRAL] Like you probably have not received the letter yet. So once you receive it, um, just follow the steps on the letter and of course, if you need help, you can definitely give us a call.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, could you, is there any way that you could email me that pack or that letter?
[AGENT][NEUTRAL] That comes from customer service. It's a um
[AGENT][NEUTRAL] It's like a packet for you to fill out and if you want the um bank draft, it'll ask you for like a copy of the check or your bank draft information so we can't send that email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, so that is coming from ATM.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the letter, the packet, it's a, I guess it would be a big envelope type packet.
[CUSTOMER][NEUTRAL] OK, I'll see, hopefully it comes in and if it does not come in this week, what can, do I just call back?
[AGENT][POSITIVE] Yes, you can definitely give us a call back, um.
[CUSTOMER][NEGATIVE] If I don't receive it,
[AGENT][NEUTRAL] If you don't receive it, that's totally fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Uh-huh. Thank you. You too.
[AGENT][POSITIVE] You're welcome. Bye bye.