AccountId: 011433970860
ContactId: a8eaf48b-c8c2-41d3-92a8-64480660bb2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177830 ms
Total Talk Time (AGENT): 46177 ms
Total Talk Time (CUSTOMER): 97935 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a8eaf48b-c8c2-41d3-92a8-64480660bb2a_20250103T23:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got an insured on the line um and she said that she got a letter from us uh regarding uh portability for her policy and I'm a bit confused on it. She was very confused on it as well. It's for, well, I don't know. I mean there's been so much happening lately and I'm like maybe I received something about this. I don't know, but it is for a Union Bank and Trust.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and it's, she has a disability policy with us that is currently active. This one is for her, um, critical illness, which showed that it had termed, uh, [PII]. So she's, I'm just trying to see if you know, I do see a note saying that the letter was sent, but just really curious as to why, if you know why.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm, OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 02307790.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is she still got payroll deductions or?
[CUSTOMER][NEUTRAL] She just seemed genuinely confused. I'm not sure, um, that's what I was thinking was maybe the group was dropping APL, but this one again the term date.
[CUSTOMER][NEUTRAL] It's July, but the other one is still active, the disability.
[AGENT][NEGATIVE] Yeah, we didn't receive the premium on this one.
[AGENT][NEUTRAL] Uh, yeah, the group is still active.
[CUSTOMER][NEUTRAL] Oh, OK. So maybe they just dropped the critical illness?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would say she probably needs to get with her employer if they're still deducting from her paycheck, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'll be happy to tell her that if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's OK. I can tell her. I don't mind, um, but sure they're still active like her disability is OK, but if she wanted to keep the critical illness, she'd have to send that portability or get with her employer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, uh-huh, cause, uh, she may still be having deductions.
[CUSTOMER][NEUTRAL] OK, let me just con
[AGENT][NEUTRAL] We never got a notification to cancel it. OK, I'm sorry.
[CUSTOMER][NEUTRAL] OK, right. All right. I will let her know.
[CUSTOMER][POSITIVE] OK, OK, I appreciate your help. I was just a bit confused because I've never seen that with just one of the policies, so I'm not anyway, thank you for your I'll let her know. Have a night.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.