AccountId: 011433970860
ContactId: a955e745-5de7-4d56-b3c5-341b686c5229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514799 ms
Total Talk Time (AGENT): 179863 ms
Total Talk Time (CUSTOMER): 244376 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a955e745-5de7-4d56-b3c5-341b686c5229_20250107T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], um, my name is [PII], and I have a policy through my school, uh, Lindale SC, it's, uh, policy number 2144.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] 00, Ms. [PII], hold on one moment, the phone is breaking up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I, it sounds like you were giving me your school name, but it was Choppy.
[CUSTOMER][NEUTRAL] OK, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] The policy number is 2144.
[AGENT][NEUTRAL] That might be the group number. Hold on one moment, I can find you though.
[CUSTOMER][NEUTRAL] Oh, OK, let's see what she says.
[CUSTOMER][NEUTRAL] I'm wanting to, I'm wanting to uh.
[CUSTOMER][NEUTRAL] Set up self-pay and uh that was what she gave me so I don't know.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me see, and you said [PII]?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII] Uh this is what they said, yes, you can do that. [PII] policy is 22144.
[AGENT][NEUTRAL] OK, yes, I see it now. That's the group number. Hold on, I can find your policy from there though.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So 22144.
[AGENT][NEUTRAL] Here we go, and I just found your policy and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure, uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My current address is [PII].
[CUSTOMER][NEUTRAL] [PII]. That's [PII]. And um
[CUSTOMER][NEUTRAL] My email would be [PII].
[AGENT][NEUTRAL] Alrighty and thank you so much for verifying your information. So I just want to make sure I understand so you reached out to your employer, you want to be on self-pay and they said to give us a call to set that up.
[CUSTOMER][POSITIVE] Yes ma'am, exactly.
[AGENT][NEUTRAL] OK, um, so if you don't mind, what I'm going to have to do is get you over to customer service, um, that's just the department that does everything with the policies, and then they'll be able to um assist you further with moving this to um from under the group to your individual policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, and while I have you on the phone, can you tell me what it is per month? I, I don't recall.
[AGENT][NEUTRAL] Sure. Hold on one moment.
[AGENT][NEUTRAL] It's showing 1938 $19.38.
[CUSTOMER][POSITIVE] OK. Yeah, thank you so much. Uh, you know,
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, well, let me, uh, let me also say this, uh, what it is, I, I have changed schools and before I, before I had a job, I asked about I'd like to do this self pay and now that I'm at this new school, uh, selecting benefits it says in order to elect new cancer plan you have to waive your existing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Grandfather canceled plan and go through an application process. So I, but the, the price is the same, you know, a big school district and small school district, but I think I still want to self pay because I'm not sure how long I'm gonna uh be at this position. It's a much smaller place, um, and I may be.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So if we could do self pay, you know, uh, you're gonna send me over to billing or customer service?
[AGENT][NEUTRAL] No, no, I'm gonna send you to customer service because customer service works with the premiums and terminating and um.
[AGENT][NEUTRAL] You know, works with the policy itself once it's established, but they will also let you know of like your, um, it's not really an application process so much, you'll just have to fill out like the um electronic funds transfer so that would, you know, just giving us permission to pull those payments out.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right, and I, I, I'd like to do it ACH. That, that sounds like what you're talking about, you know, rather than a debt, mhm, yes ma'am. And now do I need to know my own policy number since you had to look something up.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Um, I can definitely give it to you. Yes, let me give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me know when you're ready.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] OK, so it's 252.
[CUSTOMER][NEUTRAL] 252
[AGENT][NEUTRAL] 995.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] OK, so let me repeat that my personal policy under the group is 2529596.
[AGENT][NEUTRAL] Yes, ma'am, and then that 22144 number, that was the group number.
[CUSTOMER][NEUTRAL] OK, that was the group number OK, group number. OK, so if you'll connect me with uh who I can set this up with I'd appreciate it.
[AGENT][NEUTRAL] I sure will. Before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Well, if you wanna come fold laundry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I got about 3 baskets myself. No, ma'am, I can help you wash and dry though.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh, I just thought I'd give you a Happy [PII]. I thought I'd give you a chuckle.
[AGENT][POSITIVE] Happy [PII], Ms. [PII], and hold on one moment while I get customer service for you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thanks for calling APL. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey [PII], this is [PII] on the care team. Happy [PII].
[CUSTOMER][POSITIVE] Happy New Year, Ms. [PII]. How are you, sweetie?
[AGENT][POSITIVE] I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine, thank you, ma'am. But yeah.
[AGENT][NEUTRAL] Good. I have a um insured on the other line. She's
[AGENT][NEUTRAL] OK, so it's the same county, it's [PII], but she's moved school, so she's wanting to continue her policy and they told her to call us to get the bank draft set up.
[CUSTOMER][NEUTRAL] OK, so she wants to continue it on her own.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right, we can do that.
[CUSTOMER][NEUTRAL] And what's that policy number, dear?
[AGENT][NEUTRAL] So it's 252-959-6.
[CUSTOMER][NEUTRAL] Alright one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2529
[CUSTOMER][NEUTRAL] Any day now. OK, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I put Miss [PII] on through and I will do my best to assist her.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. Again, have a, have a happy new year.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning Ms. [PII]. This is [PII] in customer service. How are you today?