AccountId: 011433970860
ContactId: c92f1ff2-1f2d-4f99-82c5-cf0badfb3c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 623270 ms
Total Talk Time (AGENT): 169564 ms
Total Talk Time (CUSTOMER): 235218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c92f1ff2-1f2d-4f99-82c5-cf0badfb3c36_20250312T17:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you? Uh, I'm just looking to, uh, talk to somebody about my policy.
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII].
[AGENT][NEUTRAL] Spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have it, but I can pull it up if you need it. You want me to put it up?
[AGENT][NEUTRAL] OK, if you don't mind.
[CUSTOMER][NEUTRAL] OK, hold on, let, yeah, yeah, hold on.
[CUSTOMER][NEUTRAL] Let me see. I'm looking right now. Give me a minute.
[AGENT][NEUTRAL] OK, no rush.
[CUSTOMER][NEUTRAL] Uh, OK, I have the number right here. Let me see. The active one right now is 250.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9458
[AGENT][NEUTRAL] OK, what's a good, uh, callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, what's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify your date of birth, your mailing address and email address.
[CUSTOMER][NEUTRAL] Yes, uh, [PII] is my date of birth, and my address is [PII]. And the email on file is, I believe it's gonna be [PII].
[AGENT][NEUTRAL] Um, I show it at [PII].
[CUSTOMER][NEUTRAL] Oh no, the, the [PII] emails, uh, actually they got hacked. I was try actually trying to change that. Is it possible for you guys to change it for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00, absolutely. So I do show the [PII] but change it to [PII] instead [PII], right?
[CUSTOMER][NEUTRAL] Yes, [PII]. There should be no underscore though. My [PII] email has underscore between [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah it's just [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna repeat it back just to make sure. [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we got that straight.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, could you tell me, uh, the, this is a short term disability insurance I have with you guys, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Could you tell me how much does it cost?
[CUSTOMER][NEUTRAL] Currently?
[AGENT][NEUTRAL] What your premiums are?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing 75.95.
[CUSTOMER][NEUTRAL] OK, specifically for the short term disability.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Or does it include everything else?
[AGENT][NEUTRAL] This is short term.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] That's monthly, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. 75.5 for the monthly. And that, that coverage specifically just for me, right? It does not include my wife on it?
[AGENT][NEUTRAL] The disability policy is just you, it's an individual plan.
[CUSTOMER][NEUTRAL] OK, OK. Got it. But then the, I also have like the critical illnesses and the cancer insurance with you guys?
[AGENT][NEUTRAL] Mhm, I see that.
[CUSTOMER][NEUTRAL] OK. OK. And that covers my wife, right? And I?
[AGENT][NEUTRAL] Uh, let me pull up those policies and we can verify.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So the cancer policy, what's your spouse's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK, no problem, uh.
[AGENT][NEUTRAL] OK, and I'm gonna place you on a brief hold. I'm gonna come right back to you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good, good, good, good. Need your help. So, I have two policy numbers, a critical illness and a cancer. So the cancer policy is 230.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7789.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then the critical illness is 2307795 on PIIBFP for both policies, it shows couple.
[AGENT][NEGATIVE] But then when I go to the PINAM screen it shows employee only and I'm thinking the spouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, let me look it up for.
[AGENT][NEGATIVE] Well, I'm not gonna say what I'm thinking, oh no.
[CUSTOMER][NEUTRAL] Hey [PII], I just caught your voice.
[AGENT][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. OK, OK, so, mm, so what happened was, um, it looks like the policy was reactivated, but they're bad about not um reactivating um pin now mhm so I'm reactivating it right now.
[AGENT][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Checking. Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Woohoo.
[CUSTOMER][NEUTRAL] OK, so [PII] I show is covered.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the, the spouse, let me go to the other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's still making me put in the notes. Hold on reactivated uh reactivated spouse.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm just gonna put that reactivated spouse.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, now let me go to the other one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me look at real quick yep, couple coverage, it's easy to forget that when you're reactivating policies to go back.
[AGENT][NEUTRAL] You do you all go to the PIBFT screen to do that?
[CUSTOMER][NEUTRAL] Yes, well, the PIDAT screen and then the PIBFT screen and then once you get through with all that it's easy to forget to go to the PI back to the PINAM screen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I am. I get it. I understand that.
[CUSTOMER][NEUTRAL] But they're both, yeah, but they're both fixed now.
[AGENT][POSITIVE] Very good. I see that. Thank you, [PII].
[CUSTOMER][POSITIVE] OK. You're welcome, [PII]. Have a great rest of the day. OK. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, you too. Bye-bye.
[AGENT][NEUTRAL] All right. So on the critical illness and the cancer policy, I do show couple coverage and Tiffany is on both of those policies.
[CUSTOMER][NEUTRAL] OK, sounds good. Is there any way you can help me cancel the disability plan for you then?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] For um any cancellations, um, I'll have to refer you to the um ERB for that, for cancellations.
[CUSTOMER][NEUTRAL] OK. Do you have the phone number for that?
[AGENT][NEUTRAL] I do. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready. Go ahead.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, ma'am. So [PII].
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, sounds good. I'll give them a call. Appreciate it.
[AGENT][POSITIVE] Uh, you're welcome. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, thank you for calling APL and have a good day.
[CUSTOMER][POSITIVE] You too. Take care.
[AGENT][NEUTRAL] Uh bye bye. You too.
[CUSTOMER][NEUTRAL] Bye.