AccountId: 011433970860
ContactId: 991f8519-9f81-4c9b-81cb-ade04a3e26fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236020 ms
Total Talk Time (AGENT): 72438 ms
Total Talk Time (CUSTOMER): 84612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/991f8519-9f81-4c9b-81cb-ade04a3e26fa_20250327T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling about my APL policy or the cancer plan. I had a group policy and they no longer offering the policy through payroll, so I'm trying to find out what the rate is gonna be. I know what mine would be, but I need to know the rate for the employees spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] He, my husband was on it as well.
[AGENT][NEUTRAL] OK, did you get a letter in the mail from us about continuing?
[CUSTOMER][NEGATIVE] Yes, but I got the wrong form, uh huh, they sent me the wrong form. I had to request the correct form. Can I give you my policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what is that?
[CUSTOMER][NEUTRAL] 025357.
[CUSTOMER][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just need to verify just a few pieces of information. Um, what's a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Just looking up a bit of information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, we are the basically like the benefits and eligibility department so I'm gonna have to transfer you to the customer service department, um, but I'm gonna let them, yeah, I'm gonna let them know that I verified all your information you won't have to do that again so let me, let, let me get them on the line if you don't mind.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no that's fine thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the care team, and I've got a member on the line who received a letter about porting your coverage. I have verified her information and she'd like to ask about the premiums for that.
[CUSTOMER][NEUTRAL] Getting a lot of calls for that.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Uh, policy number is 02535719.
[CUSTOMER][NEUTRAL] I just talked to her.
[AGENT][NEUTRAL] Oh, you did?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because she said she was asking about the.
[CUSTOMER][NEUTRAL] I'll talk to her.
[CUSTOMER][POSITIVE] Yeah, I gave her the premium and everything and um.
[CUSTOMER][NEUTRAL] But I'll, I'll talk to her again.
[AGENT][POSITIVE] OK, OK. Well, I'm gonna, I'm gonna put her on the line. Here you go. Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, good afternoon, this is [PII] in customer services. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying to get the premium amount for my.