AccountId: 011433970860
ContactId: b9eddc6b-61d0-4c7b-9313-ecd3f6762e90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237679 ms
Total Talk Time (AGENT): 93319 ms
Total Talk Time (CUSTOMER): 105799 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b9eddc6b-61d0-4c7b-9313-ecd3f6762e90_20250122T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII]. Um, I'm, uh, filling out this paperwork to send back to you guys. Uh, I've had cancer insurance with you guys and, uh, they resent me this paperwork to fill out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I don't know what the group plan and certificate number.
[CUSTOMER][NEUTRAL] Yes, I've got my, you know, my, uh, other number, which is the uh what is it?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] But I don't know what the, I don't know what certificate number and group plan number. I, I retired in [PII].
[CUSTOMER][NEUTRAL] And this is just to, to keep my insurance with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, if you've got the policy number then don't worry about the group number and the certificate number it's not necessary all the necessary information they can get from that policy number, and the group number is the identifier for like the employer, but you said that this is something you're um continuing on your own, so it wouldn't even be necessary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. I've, I've been with you on my own for a little over a year, I think.
[AGENT][POSITIVE] Yeah, so don't worry about that. It's not needed. You can leave it blank.
[CUSTOMER][NEUTRAL] OK, on this premium information, uh, on the individual, will you be able to tell me what my, my plan is or my the amount so I can put that on there?
[AGENT][POSITIVE] Yeah, absolutely. If you can give me the policy number you have, I can check and see what your premium is.
[CUSTOMER][NEUTRAL] OK. 023.
[CUSTOMER][NEUTRAL] 10444
[AGENT][POSITIVE] All right, thank you so much let me pull this up here.
[AGENT][NEUTRAL] All right, and then I'll need to verify please your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And then just the address on file please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And let's see here what premium info we've got.
[AGENT][NEUTRAL] OK, so I'm showing premium as $19.38.
[CUSTOMER][NEUTRAL] OK. Now, if I wanted to check, uh,
[CUSTOMER][NEUTRAL] Annual
[CUSTOMER][NEUTRAL] Would I just send you a check for that?
[AGENT][POSITIVE] Yeah, if you wanted to do the full then yeah you would just send the full balance absolutely.
[CUSTOMER][NEUTRAL] And it'd be uh
[CUSTOMER][NEUTRAL] Uh, 1938 times 12, is that correct?
[AGENT][NEUTRAL] Let's see how you're paying here.
[CUSTOMER][NEUTRAL] I think I'm paying monthly, but
[CUSTOMER][NEUTRAL] You know, I might want to just pay it out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, let's
[CUSTOMER][NEUTRAL] It's drafted out of my check.
[AGENT][NEUTRAL] Yeah, so you would just do that then times 12, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, ma'am well thank you very much.
[AGENT][POSITIVE] Yeah, my pleasure [PII]. Anything else I can do for you?
[CUSTOMER][NEUTRAL] Um, I don't believe so. I'm about to fill this out and send it back to you guys so I can keep my coverage.
[AGENT][POSITIVE] OK, sounds good. Well, if you think of anything else, we're here to help.
[CUSTOMER][POSITIVE] All right. Thank you, ma'am. You have a blessed day.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][NEUTRAL] Bye bye.