AccountId: 011433970860
ContactId: ad264014-c931-4701-9495-8a00a5209d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284019 ms
Total Talk Time (AGENT): 106718 ms
Total Talk Time (CUSTOMER): 130309 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ad264014-c931-4701-9495-8a00a5209d19_20250206T23:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII], and I was wanting to um get my certificate number, please. I wrote it down and then I've misplaced the piece of paper I put it on.
[AGENT][NEUTRAL] Oh sure, yeah, I can get that policy number for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you um so I can start using your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII], wait, 32,660.
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it might be through an employer.
[CUSTOMER][NEUTRAL] Mm, should be [PII].
[AGENT][NEUTRAL] Yes, that's it. OK, thank you for verifying that. Alright, and we were just needing the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's a, it's a group, so it'd be a certificate number.
[AGENT][NEUTRAL] Yes, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02
[AGENT][NEUTRAL] 31
[AGENT][NEUTRAL] 971 9.
[CUSTOMER][NEUTRAL] And that's the cancer policy?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then does it show an employer name because it was through our our union, the group when they had it, so the TW 556?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I've got this group as a Transport Workers Union Local 556, yes.
[CUSTOMER][NEUTRAL] OK, alright, because I'm doing, um, requesting to port it because they rolled it to Colonial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group and I'm a colonial agent so I have to buy only through the colonial agent port portal.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, I see. OK. Right.
[CUSTOMER][NEUTRAL] And so they didn't know that when they rolled everybody's stuff over and had I not gotten a letter, um, from Colonial saying, hey, we got your application, but we can't write you because da da da da. I would have never known that this policy has been canceled by them.
[AGENT][POSITIVE] Oh wow, yeah.
[AGENT][NEGATIVE] Oh my gosh, that's awful. Well, yeah, but well, better late than never I guess, um, did you need that group number as well, Deirdre?
[CUSTOMER][NEGATIVE] Yeah, I was not happy with it. Yeah. So, cause I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think so uh because on the policy to request support coverage it just asks for my information and their certificate number so it's 02319719.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then I'm gonna.
[CUSTOMER][NEUTRAL] Let's see, I can.
[CUSTOMER][NEUTRAL] What it say I can scan and email it or I can fax it?
[CUSTOMER][NEUTRAL] Uh, I gotta look back at the instructions.
[CUSTOMER][NEUTRAL] So I can fax it or mail it. So I'm gonna fax it cause I don't like to put my personal, I don't like to put anything in the mail that's got any personal information on it more.
[AGENT][NEUTRAL] I don't blame you
[AGENT][NEUTRAL] For multiple reasons because it could always get lost. You don't know who's touching that, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, was there anything else I can help you at this stage?
[CUSTOMER][POSITIVE] All right, well thank you so much for your help.
[CUSTOMER][NEUTRAL] Um, can you tell me what that monthly premium is?
[AGENT][NEUTRAL] Uh, let's see, for, uh, this cancer through American Public Life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] was at $37.59.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted to know expect how much now when they pour it, will they go back and collect back premiums or will they just start dropping going forward?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You should let me see when this was.
[AGENT][NEUTRAL] So we've got it at the [PII] of this year, so that was [PII], um.
[AGENT][NEUTRAL] I would say just so there's no break in coverage probably uh there would be that back premium paid um just so that there's no break in coverage.
[CUSTOMER][NEUTRAL] OK, but they'll let me know how much they're gonna draft, right?
[AGENT][POSITIVE] Oh, yes, of course.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. Have a great day.
[AGENT][POSITIVE] Yeah, you're very welcome thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.