AccountId: 011433970860
ContactId: cc6425f5-69f9-401b-9a3a-d161d7ca11f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163750 ms
Total Talk Time (AGENT): 48401 ms
Total Talk Time (CUSTOMER): 86755 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cc6425f5-69f9-401b-9a3a-d161d7ca11f6_20250305T16:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing well. Um, I have a, um, insured on the other line that's wanting to continue their cancer, um, coverage. They're no longer with their employer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 24032777.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. I can help you.
[CUSTOMER][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you. You're welcome.
[AGENT][POSITIVE] Good morning Mr. Knows. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm well how are you?
[AGENT][NEUTRAL] I'm good, um, and I was stating you were wanting to continue your policy?
[CUSTOMER][NEUTRAL] That's correct, yeah, this is the Chu Cancer Insurance.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, it's a cancer insurance, um, but I'm showing that it was canceled, uh, in September of last year.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, and you're past the, the allowed time to the grace period.
[AGENT][NEUTRAL] To continue it.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, there was a new policy issued through.
[CUSTOMER][NEUTRAL] Um my employer, which is Chubb, C H U B B.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this was uh I was given a number to call this APL place to.
[CUSTOMER][NEUTRAL] Continue coverage for cancer insurance, is that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] So was it a different policy last uh did I guess my question it seems like maybe the employer.
[CUSTOMER][NEUTRAL] Uh, they had chosen a different cancer insurance over the last period which was canceled in September and then they started a different company started in uh [PII].
[AGENT][NEUTRAL] Yes, uh huh, yeah, I went with a different company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you just you don't have anything to do with that company.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Correct, OK, so I need to call that company.
[AGENT][NEUTRAL] No, no
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][POSITIVE] OK, alright, that's what I need to know thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a wonderful day.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] Alright, thank you, Mr. Knows.