AccountId: 011433970860
ContactId: 96755f1e-5648-4148-9bf1-ea101c6b7041
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438329 ms
Total Talk Time (AGENT): 225667 ms
Total Talk Time (CUSTOMER): 134737 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/96755f1e-5648-4148-9bf1-ea101c6b7041_20250321T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] on the care team and I've got a member on the line that would like to talk about porting his cancer policy.
[AGENT][NEUTRAL] All right. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is
[CUSTOMER][NEUTRAL] I get that sorry.
[CUSTOMER][NEUTRAL] Policy is 253-577-5.
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] And then I have verified the caller.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, uh, [PII].
[CUSTOMER][NEUTRAL] Yes, that's correct, and he goes by Mark, his middle initial.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I think he's past the boarding period. Hold on just one more second and then I'm gonna get you to transfer.
[CUSTOMER][NEUTRAL] Yeah, he um said the letter was dated [PII], but he just received it.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm not sure what happened or what the deal is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm. Well, there's nothing in on base.
[AGENT][NEUTRAL] 253-577-5
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That is totally weird.
[CUSTOMER][NEUTRAL] Well, he had also, he also had, so he's had, he has 4 policies.
[AGENT][NEUTRAL] Oh yeah, let me look at the old policy, right, yeah, this is one of those GCPs. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look at his old one and see.
[AGENT][NEGATIVE] If it was scanned up under there or image, my bad, I can I say scan all the time. I'm used to my last hour we called it scanned. It's not under that policy either. That is so weird.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, you.
[CUSTOMER][NEUTRAL] If he's got 23156. OK, can I transfer him over?
[AGENT][NEUTRAL] Yeah, you can go ahead.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Doing well thank you. Did she give you my information?
[AGENT][NEUTRAL] Yes, sir, she did and she said that you were calling to see about uh porting your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I'd be happy to help you with that today. Um, did you get the forms in the mail?
[CUSTOMER][NEUTRAL] I got the forms, but they were for um.
[CUSTOMER][NEGATIVE] I had 3 policies, but this the form only mentions 1 and the person I was talking to before said that they all indeed are portable and the one I'm looking at doing is the cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So did you want to support the other two or just the cancer one?
[CUSTOMER][NEGATIVE] Uh just the cancer.
[AGENT][NEUTRAL] OK. All right. And is that the one you received in the mail?
[CUSTOMER][NEGATIVE] That's not the one I received in the mail. The one I received in the mail is for accidental injury only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So I'm gonna get that sent out to you, Mr. [PII]. I apologize that you have not received that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it, can I send it by email so we can get it to you quicker?
[CUSTOMER][NEUTRAL] Sure, you can do that one. So the, the, the documents like this one is for the, the accidental injury, it doesn't mention what what the price is. Do you have what the prices are to port it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, sir. So you wanna know the, the accident, how much it would be, or the cancer still?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] The the the cancer one is the one that I'm wanting, but if, if it's um so I have to have a letter to to port it is that what what it's sounding like?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, we are gonna have to have you fill out some paperwork, but I can tell you, um, the price does not change once you port it, so it's um $11.79 a month and then you can choose how you want to pay it, um, we have different options.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So you can do a monthly bank draft or you can um get set up on a direct bill where we send you a bill in the mail and then you pay by check or um credit card over the phone um with that option you can do quarterly, se annual or annual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So and the letter that I'm gonna send you will include all the amounts um for whichever one you choose so it's gonna have the um the monthly premium um and then it's gonna also list this the uh quarterly, the semi annual, and the annual premium as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that would be great thank you.
[CUSTOMER][NEUTRAL] Um, uh, so you'll, you'll, you'll email it to the one you have on file there?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes, sir. Can you just verify that email? It has a lot of M's in it. I want to make sure it's right.
[CUSTOMER][NEUTRAL] It does. So there's there's 6 M's and then ARK.
[CUSTOMER][NEUTRAL] Or 5Ms and mark, whatever one you want to think about but.
[AGENT][NEUTRAL] OK, I got it. I got 6 M's and then [PII], MAC.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, yes sir, I'll get that out to you um was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Yep, thank you.
[CUSTOMER][NEUTRAL] No, that'll be good. Does it look like the one for the um the cancer does it look like these ones?
[CUSTOMER][NEUTRAL] Uh, these forms that I received like with accidental, OK.
[AGENT][NEUTRAL] It's a little different.
[AGENT][NEUTRAL] Yeah it's a little different uh because there's gonna be a separate form that we actually have to have you sign um this product is a little special so um as to how we have to port it um so it is able to be ported but it has a little bit more documents you have to fill out.
[CUSTOMER][POSITIVE] That will work thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. I will look for it in the email thank you.
[AGENT][POSITIVE] No problem Mr. [PII], and if you have any questions once you receive it you can always give us a call back we'd be happy to help you.
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][POSITIVE] Alright, well thank you so much for choosing APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.