AccountId: 011433970860
ContactId: a1445e2d-222d-4aa3-8716-32d8e8ec16c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267480 ms
Total Talk Time (AGENT): 110393 ms
Total Talk Time (CUSTOMER): 90337 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a1445e2d-222d-4aa3-8716-32d8e8ec16c2_20250528T18:58_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] Alright Ms. [PII], this is [PII], and I was calling because I'm trying to get assistance with uh this filling out this form. Um, I have 3 different policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you need help with filing a claim?
[CUSTOMER][NEUTRAL] No, just do now I'm, I'm um doing a uh.
[CUSTOMER][NEUTRAL] A coverage, uh, well.
[CUSTOMER][NEUTRAL] Keep, uh, I'm doing a cover because I retired, but I wanna keep it going, keep paying for it, so I guess this is a policy request, yeah, to support coverage, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'll continue waiting.
[AGENT][NEUTRAL] OK, well, I can help you with the continuation and Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my policy number would be my certification number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, it's.
[CUSTOMER][NEUTRAL] It is like it's 3 different numbers, but um I start with the uh intensive care is 00653026.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And let me see, hold on one moment.
[AGENT][NEUTRAL] So it's just the, so the intensive care and the two cancer policies?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I will go ahead and get you over to customer service so that they can help you with reporting your policy. Um, that's the department that you that you would be sending the letter to, um, to go ahead and switch everything over to an individual. Um, before I get you over to customer service, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and hold on one moment, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Oops, I was talking to myself. Hey, [PII], how are you doing? This is [PII] on the care team. I'm good. Um, I have a member on the other line who has 3 policies that she wants to support. It sounds like she has a letter there, um, and she wants to put her 3 or continue her 3 policies.
[CUSTOMER][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] OK, I can definitely help her. What's the um policy number?
[AGENT][NEUTRAL] Um, the one I have up is, um, intensive care, oh sorry, it's 653-026.
[AGENT][NEUTRAL] And she has intensive care and then 2 cancer policies.
[CUSTOMER][NEUTRAL] And she can port all three of them. Um, her callback number is the number on file?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, that's what I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I'm ready for Ms. [PII], thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] All right have a good day.
[AGENT][NEUTRAL] You too. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Hey, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]