AccountId: 011433970860
ContactId: b0c9f825-5cc7-47df-8b6f-880f352c9234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407000 ms
Total Talk Time (AGENT): 178713 ms
Total Talk Time (CUSTOMER): 203454 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b0c9f825-5cc7-47df-8b6f-880f352c9234_20250509T19:42_UTC.wav
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[CUSTOMER][NEUTRAL] Telling mom, I'm on the phone during.
[AGENT][NEUTRAL] APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII]. Um, I have, I'm an uh an agent with you and I have a question that an insured has posed to me, uh, on porting, uh, on keeping an APLC-9 cancer policy. I tried sending a note to [PII], but [PII]'s out till.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Day and I really kind of need to get an answer today if I can um because the um it's for for time uh reasons I need an answer pretty quickly um would you be the person I need to talk to or do you wanna send me to someone else?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I will need to send you to customer service, but first, um, Miss [PII], can I get the group number for the insured that wants to support the policy?
[CUSTOMER][NEUTRAL] Uh, you know, I'm not sure if they, if she's kept it on an individual basis, um, uh, the group has canceled out, but I think she kept the policy herself, and I, um, since I, we lost the group and I don't have, uh, I, I put everything in archive and it's gonna, I'm gonna have to go dig it all out but they're asking about this.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. What is
[AGENT][NEUTRAL] OK, and Ms. [PII], what is um the name of your agent's office?
[CUSTOMER][NEUTRAL] Uh, it's corporate Benefit Solutions and I'm [PII]
[AGENT][NEUTRAL] Yes, ma'am. And
[CUSTOMER][NEUTRAL] Do you want my agent number?
[AGENT][NEUTRAL] Uh, no, but can I get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah, it's uh yeah it's um if you wanna just call on my cell it's [PII].
[AGENT][NEUTRAL] OK, thank you, Miss, Miss [PII]. And, um, what is the member's name and policy number that's wanting to port the policy?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I, I don't have the policy number. I have the name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um but um I like I said, I'm gonna, I've got to go um get it out of storage to find the policy number. Her name, her first name is [PII], and her last name is [PII] It shouldn't be, that's a fairly uncommon name and she's in [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find her by her name real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it should be the APLC non-cancer policy is what we're talking about, if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEGATIVE] We just don't keep anything here for.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You spell her first name [PII]
[CUSTOMER][NEUTRAL] And yeah, and.
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, I think I have found her.
[CUSTOMER][NEUTRAL] If I had about an hour, I could go dig it out, but
[AGENT][NEUTRAL] No, I don't expect you to do that, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Did you find her?
[AGENT][NEUTRAL] Yes, I have her, um.
[CUSTOMER][POSITIVE] Oh good good.
[AGENT][NEUTRAL] And she has, let's see, she has a cancer policy with us.
[AGENT][NEUTRAL] That's already active.
[CUSTOMER][NEGATIVE] OK, and she should have a child that turned [PII] as of [PII], and they're looking at porting it and we're about to run out of time so that's why I felt like I needed to get something done quickly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I understand. And I do see that the child um is turning [PII] on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, [PII], they should be [PII] this year.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so the reason why you're calling is she wants to see if the, the child can port the policy and keep the policy or she's wanting to keep the
[CUSTOMER][NEUTRAL] For her portion.
[AGENT][NEUTRAL] Of the policy
[CUSTOMER][NEUTRAL] You are, she wants the child to be able to keep her coverage, not lose it when she turns [PII]. Take the child to and get an individual policy.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK, alright, so what I'm gonna do, um, Miss [PII] is I'm gonna go ahead and transfer you over to customer service so that they can help as far as supporting the policy for the child, OK? And I've got everything I need to give to them so that they can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and they're gonna have all.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so they'll have all the information from you.
[AGENT][NEUTRAL] Right, right. I did find the policy, so I can give them that policy number, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right. Thank you, Miss [PII]. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um Ms. [PII] on the phone. She's one of our agents. She is calling about policy number 736903, Ms. [PII].
[AGENT][NEUTRAL] And she wants to speak to somebody about um [PII]'s uh dependent is turning or has turned [PII] and th[PII] are calling about keeping the policy for the dependent, let her get her own individual policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's on the other line.
[AGENT][NEUTRAL] The agent is. OK, thanks, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead and send it to me. You're welcome. What's the callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the callback number is the number she's calling from [PII].
[CUSTOMER][POSITIVE] OK, got you. Thank you.
[AGENT][POSITIVE] All right. You're welcome bye bye.