AccountId: 011433970860
ContactId: a2809e92-cb89-4af4-be71-047bc240e0bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387440 ms
Total Talk Time (AGENT): 90963 ms
Total Talk Time (CUSTOMER): 154792 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a2809e92-cb89-4af4-be71-047bc240e0bb_20250103T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, my name is [PII] and back in November, I received um.
[AGENT][NEUTRAL] the
[CUSTOMER][NEUTRAL] A thing in the mail for uh portability.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it said to fill it out and everything, but I'm just wanted to make sure I still have it because I'm still with my employer and nothing's changed or anything. So I'm calling just to make sure everything's still good to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you can, uh, give me your policy number.
[CUSTOMER][NEUTRAL] Um, I have it as 02463078.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for that, [PII]. What's your date of birth, your mailing address, and a good email address for you?
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII]. My address is [PII], and my email, I'm not quite sure which one you have. I have two of them, so it might be [PII]. If not, it's [PII].
[AGENT][NEUTRAL] OK, I didn't have one, so I'll do the personal one. The first one you gave me, is that OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you said that you received a letter in the mail about continuing your coverage?
[CUSTOMER][NEUTRAL] Yeah, so I wanted to know like, I didn't know it was ending or anything like that. So I wanna see is it still in effect? Do I need to pay for it um myself out of pocket or just wondering what's going on with it?
[AGENT][NEUTRAL] What does the letter say that you received?
[CUSTOMER][NEUTRAL] It says your American Public Life Insurance Company plan offers a portability benefit. Portability is an option to take certain employee benefits with you should you retire or change employers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you would like to choose the portability option, please complete the request below along with electric funds transfer authorization.
[AGENT][NEUTRAL] OK, and so what I am going to do is get you over to, give me one second.
[AGENT][NEGATIVE] So tight
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Our customer service team and then they can further assist you with that OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. This is [PII]. Happy [PII].
[CUSTOMER][POSITIVE] Happy [PII]'s, ho. What you got for me?
[AGENT][NEUTRAL] I, I have an insured on the phone. Uh, her policy is 2463078 and she received the letter to uh port her policy.
[CUSTOMER][NEUTRAL] You said 2463?
[AGENT][NEUTRAL] 078, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, she's got questions.
[AGENT][NEUTRAL] Yeah she said that she received the letter and she has questions regarding the letter. She sounds as though she didn't know that her coverage was no longer in effect.
[CUSTOMER][NEUTRAL] Well, it's active again. I don't know what they're doing here, but yeah, I let her went out.
[CUSTOMER][NEUTRAL] Um, hang on.
[AGENT][NEUTRAL] Cancel policy bookkeeper's request.
[AGENT][NEUTRAL] Researching suspense.
[CUSTOMER][NEGATIVE] It looks like [PII] was killing out, clearing out suspense. I don't know for sure why they canceled it.
[AGENT][NEUTRAL] May not have
[AGENT][NEUTRAL] OK, you know what? Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll let her know though that um she's active but she's only paid in October, so she'll have to get with her employer on that.
[AGENT][NEUTRAL] OK. So she, should she have received a letter?
[CUSTOMER][NEUTRAL] I don't think so, but I don't know because there's no notes. Let me see if the group's canceling.
[AGENT][NEUTRAL] And I'm just asking for the care team because we've been getting some doozy lately.
[CUSTOMER][NEGATIVE] Yeah, and it doesn't help that there's not enough enough explanation of what's what.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It looks like the group is canceling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just doesn't tell me the date, but there's future last dates in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll let her know.
[AGENT][POSITIVE] OK, thank you [PII] here she comes.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.