AccountId: 011433970860
ContactId: b67a477e-7506-4aec-abc0-e33b5d6ee285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306799 ms
Total Talk Time (AGENT): 213258 ms
Total Talk Time (CUSTOMER): 82224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/b67a477e-7506-4aec-abc0-e33b5d6ee285_20250129T22:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hey, [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hi [PII], what are you doing?
[CUSTOMER][NEUTRAL] I'm uh working.
[CUSTOMER][NEUTRAL] How are you? How are you doing?
[AGENT][POSITIVE] I'm good. I'm doing great. Thank you for asking.
[CUSTOMER][NEUTRAL] You're welcome. I have an insured on the other line. She's no longer with their company but wants to keep her cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's her um policy number and callback number?
[CUSTOMER][NEUTRAL] OK. So 1302833.
[AGENT][NEUTRAL] OK, one minute. 1302833. OK. I'm sorry.
[CUSTOMER][NEUTRAL] And then, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you're fine, and then the phone number is [PII].
[AGENT][NEUTRAL] OK. Give me a second. Let me pull that up quickly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 32833.
[AGENT][NEUTRAL] All right. So [PII] or [PII] is that how you say it?
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. All right, dear, I can speak to her. Thank you.
[CUSTOMER][NEUTRAL] You're welcome, hold on one moment.
[AGENT][POSITIVE] All right. Have a good rest of the afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello Miss [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Hi, Miss [PII]. This is [PII]. I hope you're doing well this afternoon.
[CUSTOMER][NEUTRAL] I'm fine. How about you?
[AGENT][POSITIVE] I'm doing great, thank you for asking. Um, and I was just telling me that you were, you had left the Gulf Coast uh Tea LTC?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you want, we're wanting to uh continue your policy on direct pay?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. All right, so, um, this policy, you can keep it on direct pay. Um, when did you leave there? When was your last payroll deduction? Do you know?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My last payroll deduction won't be until the [PII].
[AGENT][NEUTRAL] OK, that's fine. OK, all right. So,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now what will happen is when you turn when they when um the bookkeeper from Teague turns you off, um you will, but you'll get a a letter in the mail like an automatic letter goes to you will be mailed to you, um, giving you options to keep the plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, but see, I'm still pee in.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, yeah, um, so you, you, you're still there right now, correct? Is that what you're saying?
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] I'm just PRN.
[AGENT][NEUTRAL] OK. So, but they're, they're gonna stop your, your last uh money that they're gonna take out of your check as you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so what will happen is that will pay your premium up to um
[AGENT][NEUTRAL] [PII], OK, so we can't um like cancel it with with T right now because they gotta pay that extra, you know, [PII], but then once they do that and they'll give us a notice to lack to um cancel your coverage.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, then once we get your your coverage canceled, a letter will come out like an automatic letter will go to your house and it will, it will contain information about keeping your plan on a direct pay with us, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it will also contain an EFT form which is a you know a um bank draft form and if you choose bank draft you just fill out that form in its entirety and send it and get it back to us and it'll have the instructions on the letter on how to get it back to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, that's how I'm gonna do I'm gonna have it drafted.
[AGENT][NEUTRAL] Mhm. OK. Well, um, once that letter gets to your house, just open it up, the envelope will say APL on it.
[AGENT][NEUTRAL] Um, and it will give you those instructions and give you a chance to go ahead and port your policy to direct pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you very much.
[AGENT][NEUTRAL] Well, you're welcome, Ms. [PII]. Was there, um, anything else that I can assist you with this afternoon?
[CUSTOMER][NEUTRAL] Cause I want my policy.
[CUSTOMER][POSITIVE] That is all. Thank you again, very, very much.
[AGENT][POSITIVE] You are welcome. Bless you. Have a good, have a good rest of the afternoon. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.