AccountId: 011433970860
ContactId: a49391c3-0f1e-4dc8-aeb3-8cf45345dbe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315609 ms
Total Talk Time (AGENT): 151602 ms
Total Talk Time (CUSTOMER): 145971 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/a49391c3-0f1e-4dc8-aeb3-8cf45345dbe5_20250331T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm all right, thank you. So I have a gentleman on the line with policy number 241-9151.
[CUSTOMER][POSITIVE] And I went over his benefits questions that he had and I've explained to him that you know when I transfer him y'all will be able to help him with that. So he's assured me I've answered all those questions for him. He's wanting to, this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his policy you see it's got a feature lapse date of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He's wanting to know if this policy is something he can continue on his own beyond that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what did you say, [PII]? I don't know, I could, I, I couldn't hear.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I said, I said, um no.
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] It cannot, he'll be OK. It'll be OK if he can't, but this is the disabilities cannot be continued. Is that correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Just for me because I have looked at every guru card that I can, I mean from portability to continuation to Union Bank and trust and I couldn't get a clear answer on that, so.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Yeah, disability can't be continued and I thought there was one more, uh, but I'm going over it in my head.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And I don't know what else, um, but I thought there was one other thing that couldn't be reported. Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know what
[AGENT][NEUTRAL] I'll, I'll do some research on that, [PII], and I'll let you know. Uh, I can't remem I'm pretty sure there's two products that can't be imported and I know disability is one of them. It is a group product it cannot be individual, so.
[CUSTOMER][POSITIVE] Yeah, yeah, that'd be great.
[CUSTOMER][NEUTRAL] Right, OK, I didn't think so, but I didn't wanna tell him and I couldn't find a clear definitive answer and like I said, I searched a whole bunch of things, but I must be just missing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Obviously I'm missing something, but anyway, um.
[AGENT][NEUTRAL] No, you're fine. I don't think it's anywhere. I think it's just I've asked before and I've been, I'm, I'm pretty sure like I'm 90% sure there's two products, um, that's the only ones that cannot be ported but I can't.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can't remember right now, but I'll, I'll ask around and I'll let you know what I find out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. That, that would be perfect. Thank you, and he's fully verified and the um phone number in line would be the one to call him back on should something happen with the call.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, perfect. Thank you, [PII].
[CUSTOMER][POSITIVE] OK. Well, you are so welcome and thank you. I look forward to seeing you tomorrow.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Uh, I'm doing OK.
[AGENT][NEUTRAL] Good. Um, [PII] was just giving me a little bit of background about your call today. She's saying that you wanted to see if you could continue this policy.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh, yes, I understand it's a group policy that was discontinued or canceled.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] I'm not sure what the policy is if I can continue on my own without the group.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right, um, so we do have some different products that can be continued without the group, um, unfortunately this one is a disability policy, but it is only, um, you can only have it under a group, so, um, you cannot continue it on your own.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right. Well, um,
[CUSTOMER][NEUTRAL] Well that takes care of that then.
[AGENT][NEUTRAL] All right, Mr. [PII]. Yeah, no, I apologize. Yeah.
[CUSTOMER][NEGATIVE] So I can't keep it.
[CUSTOMER][NEUTRAL] OK, there we go alright then.
[AGENT][NEUTRAL] Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Um, you don't have any other disability, uh, policies, do you?
[AGENT][NEUTRAL] No sir, they're all group products so they all have to be issued through an employer. So if you go to work for somebody who is one of our groups then you know you could get a policy through them, um, but yeah, you have to be um enrolling in the policy under a group.
[CUSTOMER][NEUTRAL] products.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK all right well thank you for that. Have a great day.
[AGENT][POSITIVE] No problem, Mr. [PII]. Thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] You too. Bye bye.