AccountId: 011433970860
ContactId: a2e05cf5-707d-4fd4-8123-06ba23fa8879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751559 ms
Total Talk Time (AGENT): 256079 ms
Total Talk Time (CUSTOMER): 302701 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a2e05cf5-707d-4fd4-8123-06ba23fa8879_20250528T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have a [PII] on the line. She got a letter from us about porting her cancer policy, and she wanted to know some more information about that and her rates, and I was wondering if I could transfer her to you.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's 252-445-3.
[AGENT][POSITIVE] And her callback number? OK, good. Thank you.
[CUSTOMER][NEUTRAL] And I have verified her.
[CUSTOMER][NEUTRAL] It's, it's 803.
[CUSTOMER][NEUTRAL] 312.
[CUSTOMER][NEUTRAL] 7479.
[AGENT][NEUTRAL] OK, let me find a screen here.
[CUSTOMER][NEUTRAL] Oh I'm sorry, it's 9903. I apologize.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is the area code.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She said she got a letter in the mail because she's about to retire and she wanted to put her policy, but she didn't know if the premium would change and what she needed to do with um she wanted more information on it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, good morning, this is
[CUSTOMER][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] Alright, I have someone from customer service who's gonna help you with supporting your policy, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much and have a great day.
[AGENT][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] I am doing good.
[AGENT][NEUTRAL] OK, and, um, [PII] was saying that you were um.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Fixing to retire and was wanting to support your policy, is that correct?
[CUSTOMER][NEUTRAL] I was, I was inquiring about how that works and.
[CUSTOMER][NEUTRAL] Uh, y'all sent me a letter, but it says nothing about cost, so I'm making sure it's the same as what I've been paying for the last however many years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes ma'am, the premium will stay the same. It's 1938.
[AGENT][NEUTRAL] I do show that um
[AGENT][NEUTRAL] You know for April and May, so you would just need to send in a check for the two months and then we can set it up however you you want want it set up after that if you wanted to continue the policy just fill out those forms and send them back.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Um, you'll need to send in a check.
[CUSTOMER][NEUTRAL] I need to what April?
[AGENT][NEUTRAL] Fill out the forms that we sent to you, uh, if you want to go on a monthly bank draft, fill, fill out the second form the.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, transfer.
[AGENT][NEUTRAL] What's it called here electronic funds transfer form if you want to go on a monthly bank draft, um, and send it in with a check for the 2 months that's due.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And we can get that set up
[CUSTOMER][NEUTRAL] I've already paid
[CUSTOMER][NEUTRAL] I've already paid April.
[AGENT][NEUTRAL] OK, I'm showing it's only paid uh through March.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh no, it's in my check stub.
[AGENT][NEUTRAL] OK, hold on just a second, let me check the quote 593.
[AGENT][NEUTRAL] Let me check on the group. Maybe the group has changed companies.
[AGENT][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] You'll you'll need to get with your employer on the the premiums for April and May um.
[AGENT][NEUTRAL] For some reason, um.
[AGENT][NEGATIVE] We, we haven't received them.
[CUSTOMER][NEUTRAL] It's on my check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here is my April.
[CUSTOMER][NEUTRAL] April when I get paid on the [PII].
[CUSTOMER][NEUTRAL] It came out of [PII] check and it came out of.
[CUSTOMER][NEUTRAL] The [PII] check.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, um, well they, the, you need to get with your employer and see, you know, what they've done that because I called in.
[AGENT][NEUTRAL] Uh, to cancel the policy.
[CUSTOMER][NEGATIVE] They canceled the policy.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The school district?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And what day did they cancel it?
[AGENT][NEUTRAL] I'm showing [PII].
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] Um, what, what.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] You cut out
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] On [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] On [PII] they canceled it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Who is, who's they?
[AGENT][NEUTRAL] Your employer
[CUSTOMER][NEUTRAL] My employer, OK, I make sure the policy didn't cancel itself or whatever.
[CUSTOMER][NEUTRAL] The cheer showed it was paid in March.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Not April and May. I'm just go back up to the school. I just left there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] April and May.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because it came out of my check, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][MIXED] Oh snap that good. OK, well, I guess I'm glad I didn't send this in because I would have got double charged.
[AGENT][NEUTRAL] What.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Well, if, if, if I send it in later on, you know, it would just move it up in a month and you wouldn't that month you wouldn't been drafted, but um.
[CUSTOMER][NEUTRAL] So I didn't want to authorize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For 2 months that I've already paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah, just get with them and see what's going on with that and um if you're wanting to continue just fill out those forms and send those back into us.
[CUSTOMER][NEUTRAL] OK, well I'm thinking I do but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh well I gotta get this straight.
[CUSTOMER][NEUTRAL] And so my policy number is correct.
[AGENT][NEUTRAL] Uh, yes, ma'am. 252-445-3.
[CUSTOMER][NEUTRAL] That I gave you correct?
[CUSTOMER][NEUTRAL] That's called the policy number?
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] And also the number is the same thing.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, because I have another thing where they had given me somebody, the policy number was the 15931. What is that number?
[AGENT][NEUTRAL] That's your group number.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEGATIVE] Now, uh, as far as time frame to keep the same number since it was canceled.
[CUSTOMER][NEUTRAL] How long do I have before it's no longer valid?
[AGENT][NEUTRAL] Uh, 30 days from the date of the letter that we sent to you, um, looks like we sent one on the [PII], so you have till [PII].
[AGENT][NEUTRAL] To get all that back.
[CUSTOMER][NEUTRAL] Or [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] it didn't say that on there because I will get paid through from the school, they will be taking it out of my check all the way to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I wouldn't want my payments to start till September from from my checking account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just call back when I get this situated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][NEUTRAL] So you give me a name of who canceled the policy besides my employer, that's a lot of people.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I, I don't have that information it just says um.
[AGENT][NEUTRAL] That your employer called in, it would probably be somebody in the HR department.
[CUSTOMER][POSITIVE] OK, can you please give me uh and give me that information that's very important.
[AGENT][NEUTRAL] For payroll?
[AGENT][NEUTRAL] I'm sorry, what? You cut out.
[CUSTOMER][NEUTRAL] I, I need to talk to someone that can give me that information.
[AGENT][NEUTRAL] OK, let me get somebody in our billing department to see if they.
[AGENT][NEUTRAL] I'll keep that information when someone calls in. Hold on just a moment for me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, and thank you for calling APL. You have a wonderful day and hold and I'll get billing for you.
[CUSTOMER][POSITIVE] You too, thanks for all your help.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATS. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the phone whose policy was canceled from um bookkeeper request.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And she's needing a name.
[AGENT][NEGATIVE] And I don't have that information in customer service.
[AGENT][NEUTRAL] So that she can get with them. She says they're still taking it out of check. Uh, the policy number is 252.
[CUSTOMER][NEUTRAL] Um, what's the policy number?
[AGENT][NEUTRAL] 4453.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she'll have to contact the Brownsboro school district, like whoever.
[AGENT][NEUTRAL] That's what I've, I've already.
[AGENT][NEUTRAL] Yeah, that's what I told her, but she needs a name.
[AGENT][NEGATIVE] She does not, she's not taking my word for it.
[CUSTOMER][NEUTRAL] She doesn't
[CUSTOMER][NEUTRAL] I know who to talk to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Does she not know who she talks to for her benefit?
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEGATIVE] Does she not know who she talks to like for her benefits and stuff? She doesn't have like an HR person.
[AGENT][NEUTRAL] She says there's a lot of people there.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Sorry, but.
[CUSTOMER][NEUTRAL] I'll just give her I tell her it's an EMTO.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, and and they do their billing through uh Gentry, so we don't even have a contact at the school, so she'll need to contact. I mean if she works there or she does work there then she has somebody she can talk to, so she needs to contact them, but they pay through Gentry Financial, so we don't even have a contact for the school district.
[CUSTOMER][NEUTRAL] So it's an SBS school and there's like 50 of them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's something I talk about when she talks to her payroll or HR or whatever, but we don't, we don't even have a contact for the [PII] ISD.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. I've told her all this already, but she's not taking my word for it, so can you tell her the same? Yeah, just tell her the same thing. I, I've been telling, telling her over and over again. Yeah. All right, thank you.
[CUSTOMER][NEUTRAL] We just have
[CUSTOMER][NEUTRAL] You can transfer it to me.
[CUSTOMER][NEUTRAL] Alternate
[CUSTOMER][NEUTRAL] What's her name?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, and is her callback number the one that's on the screen?
[AGENT][NEUTRAL] It is. Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, you can transfer.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.