AccountId: 011433970860
ContactId: a600a77c-5b70-4405-b9d0-284012d92749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317269 ms
Total Talk Time (AGENT): 157161 ms
Total Talk Time (CUSTOMER): 141649 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a600a77c-5b70-4405-b9d0-284012d92749_20250107T14:44_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], this is [PII]. I'm good. How are you?
[AGENT][POSITIVE] I'm good. How are you, thank you.
[CUSTOMER][NEUTRAL] I have um [PII] she's the policy holder on the phone and she's wanting to keep or a couple of the policies that was just recently turned by the group um policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] 562-5, the cancer policy and then policy 1,289,190, which is the.
[CUSTOMER][NEUTRAL] Accident policy I believe no it's 12891117.
[AGENT][NEUTRAL] OK, OK, got you. OK, yes.
[AGENT][NEUTRAL] Let me go back. I'm sorry. Um.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Oh, come on. Oh, you said [PII]. OK, I'm, I'm good. OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. OK, yes. Believe it or not, I, I'm ready.
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. Uh, here she comes. Uh-huh. Bye-bye.
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Hi Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I'm OK except I was calling because I have not received any type of letter to continue or report my um cancer and accident policies and so I was calling to see what I could do about getting that taken care of.
[AGENT][POSITIVE] OK, yes, ma'am. I can take care of that for you. Let's see. Um.
[AGENT][NEUTRAL] OK, I was just looking to make sure both of them have been, you know, termed by us because we received notification from the group already, um, so you can pick these up, um, beginning January the first, I mean, you know, um, that's when you would take over paying for these, but I can send you a bank draft authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you wanna do it on monthly bank draft, and if not, we can set it up on a billing like quarterly billing or um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Annual, annually, um, so however you want to do that, but um.
[CUSTOMER][NEUTRAL] No, oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] On the cancer, I will need to send you a portability form and basically, you know, you'll just sign it just saying that you want to continue. But on the cancer, we cannot continue that unless you do sign that. Um, and I will get that to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um I would prefer to do the bank draft monthly um can you tell me what the premium would be for each one and that way I have an idea of what is going to be drafted monthly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes ma'am. Now, on the accident, it is 1447 monthly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the cancer is 39.50 monthly.
[CUSTOMER][POSITIVE] Got it perfect.
[AGENT][NEUTRAL] And then you have couple coverage on both of those.
[CUSTOMER][NEUTRAL] OK, so me and my spouse basically.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. OK, yes, go ahead and send me the information and if possible just email it to me. I'll get those right back to you and uh we can go go ahead and get that continued.
[AGENT][POSITIVE] Oh good.
[AGENT][POSITIVE] OK. Yes, ma'am. I'll get that to you in just a few minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, did we verify your email address? that what we have on file is a good email?
[CUSTOMER][NEUTRAL] I don't know if, uh, well, the previous person I spoke to didn't ask for that, but my email address is [PII].
[AGENT][NEUTRAL] [PII]. OK, yes ma'am.
[AGENT][NEUTRAL] I'm, I'm so sorry. I'm just looking, OK, that is what we have on file. OK, yes ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK. And like I said, just give me a few minutes and I will have this to you. And once you get them filled out, you can just email it right back to me and I'll take care of it.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] OK. Yes, ma'am. Is there anything else I can do for you?
[CUSTOMER][NEGATIVE] No, that's it, uh, that's all I needed to do was get that taken care of because I called my HR and I hadn't received anything in the mail and I thought, no, I need to continue this coverage. What do I do?
[AGENT][POSITIVE] Yes, yes. I'm glad you called me in because sometimes you never know, you know, um.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] What happens to the mail sometimes, but yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Yes, ma'am. I will give this to you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.