AccountId: 011433970860
ContactId: bc71f9aa-43aa-4ab2-ac31-972d94f1f1eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424640 ms
Total Talk Time (AGENT): 127085 ms
Total Talk Time (CUSTOMER): 127449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bc71f9aa-43aa-4ab2-ac31-972d94f1f1eb_20250307T19:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]
[CUSTOMER][NEUTRAL] I'm calling because uh my company has changed uh actually the company sold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I'm not sure that my group insurance, uh.
[CUSTOMER][NEUTRAL] I guess I need to start paying the premium myself.
[CUSTOMER][NEUTRAL] So I just need to know how to get this changed over.
[AGENT][NEUTRAL] All right. I can help you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Uh, I've got.
[CUSTOMER][NEUTRAL] Looking for a policy.
[AGENT][NEUTRAL] Do you have your policy certificate? I mean your APL ID card? And just one quick question, are you calling for yourself or for the whole group?
[CUSTOMER][NEUTRAL] For myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Do you have your APL ID card available?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't.
[AGENT][POSITIVE] OK, that's not a problem.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I can look it up by your social if that's OK with you.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I can give you the group number. Will that help?
[AGENT][NEUTRAL] Yes, sir. Uh, what is that group number?
[CUSTOMER][NEUTRAL] I got an invoice number.
[CUSTOMER][NEUTRAL] I'd have to look up, you know, my.
[CUSTOMER][NEUTRAL] This is a it's only a cancer thing, so I don't have that with in my pocket.
[AGENT][NEUTRAL] Oh, that's not a problem. What, you said you have that group number available?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] The group number is 1212838.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your first name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And we do not have an email on file. Can I add that email for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess uh just do [PII].
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And just give me just one second checking on that for you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, bear, bear with me just one second.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] Do you mind holding just one moment? Let me check on that eligibility for cover coverage for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright thank you one moment please sir.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing, Beach bird?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good, thank you. I have got policy number 673226, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, me on the screen here.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] A I M E N.
[CUSTOMER][NEUTRAL] 73226.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] 673-226.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Uh, Mr. [PII] is, uh,
[AGENT][NEUTRAL] Group was sold
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so he's calling to see if he can set up on Cobra. He's the only one that was in the group, but they sold his business or.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And all his information is correct.
[CUSTOMER][POSITIVE] Alrighty I will take care of him.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get him on the line. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line in our customer service department and she's going to assist you further.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] It's been my pleasure and thank you for calling APO have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Good afternoon Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good thank you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] was stating that you will want to continue your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, I do have some forms and a letter that I will need to send to you um.
[CUSTOMER][POSITIVE] I've got that ordered for you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I guess not is that gonna, is anything gonna change just that I will be billed personally? Or anything else change? Uh, no, sir, um, the.