AccountId: 011433970860
ContactId: c1c0ab88-0e00-47bd-a3db-a54e61f9bb52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297179 ms
Total Talk Time (AGENT): 135950 ms
Total Talk Time (CUSTOMER): 100509 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c1c0ab88-0e00-47bd-a3db-a54e61f9bb52_20250121T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I, our company terminated this plan for us and they said when they were doing that that we would get some kind of notice from you guys saying we could keep our coverage if we wanted to and we haven't I haven't received anything. Can you look and see what what the deal is?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I sure can. um I can look into the policy for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you then and then and then a good contact number in case we're disconnected and your policy number.
[CUSTOMER][NEUTRAL] Uh, policy number is 18,610. My phone number is [PII].
[AGENT][NEUTRAL] OK, this might be your group number. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to populate. Hold on one moment.
[AGENT][NEUTRAL] And was it for a hanging bottom?
[CUSTOMER][POSITIVE] It was, yes, that's correct.
[AGENT][NEUTRAL] OK. So yeah, that's the group number. I'm just waiting for the um group employees to populate so I can look for your policy.
[CUSTOMER][NEUTRAL] I have a certificate number, but the number I gave you is under it says policy number I have effective date I have.
[AGENT][NEUTRAL] The policy certificate number, that's your policy number. Does it start with a 01 or 02?
[CUSTOMER][NEUTRAL] It's 02460430.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here and then that I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][POSITIVE] Thank you and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now this one might be the work email.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying. So, let me reach out to customer service, that's the department that's doing um the continuation or we call it porting of the policies, and it looks like the policy just turned on [PII], so you're, you have enough time. Um, I'll just get them on the line to assist you further, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] from the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line. Her, um, group is no longer with us, but they told her that or told them that they'll be getting notices to continue, but she hasn't received anything and she's wanted to know if she can continue her policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, yes, I can help her with that. What is that policy number?
[AGENT][NEUTRAL] So it's 246-043-0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, [PII].
[AGENT][NEUTRAL] Oh, you know what? Hold on one moment. She gave me that one, but she has.
[AGENT][NEUTRAL] That is the the member, um.
[AGENT][NEUTRAL] She has one of those, the GC 7002, that's the one she wants to support. Um, I just noticed she gave me the, the very first policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you. Yes. OK.
[AGENT][NEUTRAL] Um, but yes, it is her and she's fully verified.
[CUSTOMER][NEUTRAL] I see that one.
[CUSTOMER][POSITIVE] Oh, thank you. Thank you.
[AGENT][NEUTRAL] You're welcome. Did you need a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, let me get that just in case.
[AGENT][NEUTRAL] OK, um, it's [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.