AccountId: 011433970860
ContactId: 9c82d098-03d2-4afe-9c32-f8ed2f77a16a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450390 ms
Total Talk Time (AGENT): 170123 ms
Total Talk Time (CUSTOMER): 249796 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9c82d098-03d2-4afe-9c32-f8ed2f77a16a_20250325T16:48_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], good morning, this is [PII].
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I've got um hi, I've got Miss [PII] on the phone. Her policy number is 2535584.
[CUSTOMER][NEUTRAL] And she is calling because she is trying to support her policy.
[AGENT][NEUTRAL] OK, got you.
[AGENT][POSITIVE] All [PII]. I am ready.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, [PII] was just telling me you were calling to see about supporting your cancer policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I received the offer with the EFT form.
[AGENT][NEUTRAL] Oh yes, ma'am.
[CUSTOMER][NEUTRAL] But I wanted to, I, I wanted to double check on the rate. Does it continue the same?
[AGENT][NEUTRAL] It will, yes, ma'am, it sure will. It shows 18.
[CUSTOMER][NEUTRAL] OK, so it's the 2680?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is actually 1837.
[CUSTOMER][NEUTRAL] OK. OK. Now, is that the cancer one?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It is, yes, ma'am.
[CUSTOMER][NEUTRAL] Or is it uh.
[CUSTOMER][NEUTRAL] It is a cancer one. OK, on the, on the, on, on the actual, I had, I had kept a copy or I received a copy.
[AGENT][NEUTRAL] If
[CUSTOMER][NEUTRAL] Um, back when I first signed up for it and on that, on that package, the certificate number shows different.
[AGENT][NEUTRAL] OK, yes, ma'am. It looks like it's gone through some changes a couple of times since you've had it, um, so yes, you, you do have 3 different, um, policy numbers.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, because I, I have the one, I have the one that was, uh, issued that's when I enrolled on [PII].
[AGENT][NEUTRAL] Oh, yes, ma'am. I do see that one, the 1289251.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's the number it showed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that one changed?
[AGENT][NEUTRAL] It did in [PII], it went to a different um like in our system just a different product ID and so we had to issue new policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then that happened again in [PII].
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEGATIVE] So then, so then the, the all this packet that I received, it's no longer.
[CUSTOMER][NEUTRAL] The same, I mean, it's not the same.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, it's pretty much the same, but no, we do need to get you a new policy.
[CUSTOMER][NEUTRAL] OK, that's fine then, yes, and I'll go ahead and continue with it at least until until I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am, and um what will happen, we do need you to send in that portability paperwork, um, you know, just put your current policy number and I can give that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 253.
[AGENT][NEUTRAL] 558 4.
[CUSTOMER][NEUTRAL] OK, so that one, OK, so yeah, that's the one that it showed, uh, certificate number and then it on the, on the part that I have to complete policy owner name is that gonna be me? It's not gonna be because right now everything's under Hag right?
[AGENT][POSITIVE] That's right. It is right now. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Or it used to be.
[CUSTOMER][NEUTRAL] OK, so policy owner's name, I do I put [PII] or do I put me?
[AGENT][POSITIVE] You can put you for that.
[CUSTOMER][NEUTRAL] OK. OK. And then, um.
[CUSTOMER][NEUTRAL] And and then it asks again for the certificate number it's the same, right?
[AGENT][NEUTRAL] It is, yes, ma'am. It's the same.
[CUSTOMER][NEUTRAL] The one that you gave me? OK.
[CUSTOMER][NEUTRAL] OK, and then of course it said the employer name do you still need that?
[AGENT][NEUTRAL] Um, if you can just put [PII], um, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well then let me go ahead and and complete it. That's what threw me off. I was ready to, to submit it and then I go, wait a minute, why is there two different? because I knew I had the policy somewhere, so I found it and I go, well, it's man, is it? I thought maybe I had just signed up for accident because of the rate difference, and I go, well, but then it specifies cancer, so I said no, let me call, but you got my questions.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] Good, good. And you do know if, if you want to, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, OK, and, mhm.
[AGENT][NEUTRAL] Uh, you can submit that by email or fax if you want to or mail it in either way is fine.
[CUSTOMER][NEUTRAL] Oh, and
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I can fax it, right?
[AGENT][NEUTRAL] OK. Yes, please.
[CUSTOMER][NEUTRAL] It, it doesn't matter what I don't think the email address is on here.
[AGENT][NEUTRAL] OK, the email is
[CUSTOMER][NEUTRAL] Or would I have to upload it?
[AGENT][NEUTRAL] Um, no, ma'am. Just, um, email it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Emailing
[CUSTOMER][NEUTRAL] And where does that, where what's the email address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it just public or public life?
[AGENT][NEUTRAL] Just public.
[CUSTOMER][POSITIVE] OK. So [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. OK, well then let me get it ready and I will submit it then. Oh, and, and another thing, this is gonna go back to [PII], so it's gonna be a quarter.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It will. Yes, ma'am. It sure will.
[CUSTOMER][NEGATIVE] Deducted
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] OK, mhm, yeah, yeah, I figured that, uh, and thereafter it's gonna be monthly withdrawn?
[AGENT][NEUTRAL] That's right, yes ma'am, and it's 1837 monthly.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] 1837. Alrighty, sounds good. Let me submit it then.
[AGENT][POSITIVE] OK. Yes, ma'am. Sounds good.
[CUSTOMER][POSITIVE] OK, oh well, well, thank you so much, [PII].
[AGENT][NEUTRAL] But can I do anything else for you?
[CUSTOMER][NEUTRAL] Oh, what was that?
[AGENT][NEUTRAL] Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, no, that was it. That's all I needed, uh, I will submit it. I'll forward it right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Yes, ma'am. All right. Thank you, Miss [PII]. OK.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you, you take care bye bye.
[AGENT][POSITIVE] You too. And thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.