AccountId: 011433970860
ContactId: 958b06e8-8f12-46ab-9e78-659a7e44118d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358269 ms
Total Talk Time (AGENT): 173269 ms
Total Talk Time (CUSTOMER): 158668 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/958b06e8-8f12-46ab-9e78-659a7e44118d_20250121T20:44_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] from the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have an insured on the other line. Her, um, group is no longer with us, but they told her that, or told them that they'll be getting notices to continue. But she hasn't received anything and she's wanted to know if she can continue her policy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, yes, I can help her with that. What is that policy number?
[CUSTOMER][NEUTRAL] So it's 246-043-0.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, uh, [PII].
[CUSTOMER][NEUTRAL] Oh, you know what? Hold on one moment. She gave me that one, but she has.
[CUSTOMER][NEUTRAL] That is the the member, um.
[CUSTOMER][NEUTRAL] She has one of those, the GC 7002. That's the one she wants to support. Um, I just noticed she gave me the, the very first policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you. Yes, OK.
[CUSTOMER][NEUTRAL] Um, but yes, it is her and she's um fully verified.
[AGENT][NEUTRAL] I see that one
[AGENT][POSITIVE] Oh, thank you. Thank you.
[CUSTOMER][NEUTRAL] You're welcome. Did you need a callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, let me get that just in case.
[CUSTOMER][NEUTRAL] OK, um, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You're welcome, hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes, uh huh, thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK? All right, thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I'm fine how are you?
[AGENT][POSITIVE] I'm good, thank you. um, and I was just telling me that you want to support your cancer policy.
[CUSTOMER][NEGATIVE] Well, they told us that we would receive something in the mail to giving us that option and I've been waiting and I haven't gotten anything and I was like, well, I better call and see what's going on.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, I'm glad you did call. I don't.
[AGENT][NEUTRAL] I don't know if something might have happened. I mean, I don't know that, um, but I can definitely get that paperwork to you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it does show that it's paid to [PII], um, so I can get that paperwork to you and you know get that filled out and um we can port it um for you to be able to pay it individually um but we you can also pay it a monthly with a bank draft. Would you want that bank draft form also when I send this other paperwork?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I'm not sure what is the, what's the premium gonna be on it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's $11.97 monthly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it is individual coverage.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I just pay for it for the year then if it's, yeah.
[AGENT][POSITIVE] OK, yeah, absolutely, um, you know, we would send you an invoice for the year and then you could just mail in a check or pay, pay it over the phone however you want to pay for that, but yes, we definitely do that too.
[CUSTOMER][NEUTRAL] Yeah, I probably just pay. I'll just pay it in full. I get paid on Friday you'll send me the paperwork. Do you want me to call back and pay for it or do you want me to just mail a check in?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can just mail that check in. That would be fine. Um, but I will, can I email you the forms or do you want me to mail that out?
[CUSTOMER][NEGATIVE] Well, they take this, they've screwed up my printer where I work from home and they have all these things that you, they've got on my, and I can't print anything for my printer anymore. I don't know why.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, um, go ahead, yeah, if you'll go ahead and email them to me, but not to the [PII] email I need to give you a different email and then I'll have, but I'm gonna have you go ahead and mail them too just in case.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Yes, ma'am, I sure will.
[AGENT][NEUTRAL] OK, what is
[CUSTOMER][NEUTRAL] Alright, so it's gonna be $143 a year, is that right?
[AGENT][NEUTRAL] I'm doing the math, um, yes, 143 64.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, that's fine.
[CUSTOMER][NEUTRAL] Um, my email, my personal email where it needs to go to is [PII]. My last name is [PII]. So [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will get that to you and that portability paperwork is just you sign and saying that you want to support your policy basically is all there is to it um but it does need to be signed and sent back to us so I will get that emailed to you and also mailed to you and you will receive.
[CUSTOMER][NEUTRAL] OK, can I docusign it? Can I DocuSign it or do?
[AGENT][NEUTRAL] Uh yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, that's fine if you can DocuSign it, I can do it on my, I can do it.
[AGENT][POSITIVE] OK, yes, that would be fine too. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will wait.
[CUSTOMER][NEUTRAL] And then I can call back Friday and make the payment.
[AGENT][POSITIVE] Yes, ma'am, sure can.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It will take me just a few minutes to get the paperwork to you. I'm just gonna fill out as much of it as I can, like your old policy number, you know, all the address, stuff like that, and then all you would have to do is sign it.
[CUSTOMER][POSITIVE] OK perfect that'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, um, like I said give me maybe 10-20 minutes and I will have that to your email.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Yeah. Uh, is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that's it. Thank you, appreciate it.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.