AccountId: 011433970860
ContactId: c369799a-ba41-4246-a6fc-0f650d6d5244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502109 ms
Total Talk Time (AGENT): 299869 ms
Total Talk Time (CUSTOMER): 202494 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c369799a-ba41-4246-a6fc-0f650d6d5244_20250219T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][NEUTRAL] Hey, is this my soul?
[CUSTOMER][NEUTRAL] This is your cell.
[AGENT][POSITIVE] My soul, my, I like to say soul, S O U L, soul.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] How are you doing?
[CUSTOMER][POSITIVE] I'm good with this cold, girl. Yeah, I'm under, under the heater.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless you.
[AGENT][NEUTRAL] Oh, well, I don't got my little floor heater blowing on me too, girl. I, I just probably have a little sinus infection but no cold, but, uh, uh, or allergies. So I hope you're feeling better.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, yeah. Yeah, yeah, the allergies are kicking too, yeah, it's all together, you know, it comes with everything.
[AGENT][NEUTRAL] Blues hard, blues hard and heavy, they say this year, hard and heavy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, yeah, it's just crazy. One day could be 70, the next it's 30. What?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and it's only gonna get colder.
[CUSTOMER][NEUTRAL] Oh, I know this is crazy. Uh well, I got a member on the line that she called back in November and spoke to, I think it's memory, if I'm not mistaken, on the notes, um, to know if she can port the policy. Um, it looks like we did receive the information from the employer saying that she's she's not gonna have the policy no longer with them.
[AGENT][NEUTRAL] Oh my gosh. What you got, darling? What you got?
[CUSTOMER][NEUTRAL] Uh, the portability letter, uh, she said she did not receive it, so she wants to know what's gonna happen right now. I see that it's been more than 30 days since the policy terminated, so I'm not really sure what's gonna happen right now. It is 23, 253.
[AGENT][NEUTRAL] Oh my [PII]
[AGENT][NEUTRAL] All right, what's that policy number, dear?
[CUSTOMER][NEUTRAL] 9454.
[AGENT][NEUTRAL] So why is she waiting 3 months after she.
[CUSTOMER][NEUTRAL] I don't know, yeah.
[AGENT][NEUTRAL] I mean, I can't say nothing. I'm probably the most procrastinating person on this planet. [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm. And I fully verify her.
[AGENT][NEUTRAL] She sure didn't get another, uh, policy, did she?
[CUSTOMER][NEUTRAL] No, yeah, she didn't.
[AGENT][NEUTRAL] All right, only thing I'm going to do is.
[AGENT][NEUTRAL] Let her know I request to see if a portability can be sent out to her. I'll send a request to Miss [PII] and see if she'll do it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, OK, and the callback number is the same one in the system, OK? um, you ready for her?
[AGENT][NEUTRAL] All right, dear. Uh, yeah, I suppose I am. I suppose I am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, she, here she comes, ready or not, here she comes.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][POSITIVE] Well, you're welcome. Have a good day.
[AGENT][POSITIVE] You too. You too. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Sounds good thank you. You're welcome have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I am fine, thank you, ma'am. So, Miss [PII], you were wanting to continue with the uh the coverage of your cancer coverage, correct?
[CUSTOMER][NEUTRAL] I wanted to get some information to decide if we were gonna go with y'all or if we were gonna go with my husband's um carrier.
[CUSTOMER][NEUTRAL] So I just wanna get some information before I make that decision.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, basically the if what it is, it will be the same type of policy, it will just not be connected to your employer any longer.
[CUSTOMER][MIXED] Correct, but is the cost the same?
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, it is the same? OK. um.
[CUSTOMER][NEUTRAL] And do y'all bill quarterly or monthly?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Trying to think if this is set up um.
[AGENT][NEUTRAL] la la la la la la. Let me check something real quick and see if I can find anything under the screw.
[AGENT][NEUTRAL] You should receive if um.
[AGENT][NEUTRAL] It seems like they was trying to remember how this done seems like you'll get a method of payment letter that will give you the option to be bank drafted, which is the only way to pay monthly, or to be billed quarterly, semiannually or annually.
[CUSTOMER][NEGATIVE] OK, perfect. And did I, was I supposed to receive something because I, I called back when they said they were making the change, but I never received a letter from y'all.
[AGENT][NEUTRAL] You never received the portability information?
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] OK, um, I, I, yes, I, I, what I'll do is see if it's not too late for you to get that information. I will send, um, a request to the customer service rep who handles this information right here and see if she can get that portability information out to you to continue with coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because that was my other question when is when is my deadline or if I already passed it?
[AGENT][NEGATIVE] And I will let her know that you said you never received it.
[AGENT][NEUTRAL] That I'm thinking that you may have, that's why I'm saying she's gonna have to review it to see um.
[AGENT][NEUTRAL] To see if you're gonna be able to continue with coverage or not.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] You did not receive the information.
[CUSTOMER][NEUTRAL] Mm mm, no, ma'am. I sure didn't.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Pro
[AGENT][NEUTRAL] OK. All right, I will let her know that you did not receive the portability information and.
[AGENT][NEUTRAL] To to get back with you, you know, if the policy cannot be continued and let's see, she can reach you at the phone number we have on file [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] I mean, it's, it doesn't space out. I'm probably OK. [PII], correct?
[CUSTOMER][POSITIVE] Yes, and if she could call me back either way so I know that would be amazing.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, alright, and uh, Miss, Miss [PII], I see that we still have your work email address on here. Would you like to update that and have that email to you?
[AGENT][NEUTRAL] The portability information
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You can send it to that email. That's fine. The [PII].
[AGENT][POSITIVE] OK wonderful OK OK alright I will see if they.
[CUSTOMER][NEUTRAL] I'm still with that company.
[CUSTOMER][NEUTRAL] So she can she can reach out to me via email if she would prefer um email is totally fine.
[AGENT][NEUTRAL] R
[AGENT][NEUTRAL] I'm just thinking it'd be much faster if it was emailed to you.
[CUSTOMER][NEUTRAL] I understand that completely. I, I understand that. So and who is, what is the name of the person?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um, I'm not sure who it will come from exactly, but it should be like, like my name is [PII]. It'd be [PII], you know, let's say like [PII], it'll say at, um, let's see, [PII]. That's [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect I will watch for that. I appreciate your help.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] So I mean it could say [PII], you know, something like that or [PII] service [PII] or it may actually have a name but do look for that [PII] um [PII].
[CUSTOMER][POSITIVE] I will absolutely I appreciate your help.
[AGENT][NEUTRAL] Certainly. All right, well, Ms. [PII], we're gonna get that, uh, well, I'm gonna get this sent and get that request put in and I will have her to let you know one way or the other. I will request that she let you know one way or the other if the policy can be continued or not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else at the moment that we can help you with?
[CUSTOMER][POSITIVE] No, that's it. Have a great day.
[AGENT][POSITIVE] OK. Thank you, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.