AccountId: 011433970860
ContactId: cc703f86-c758-4160-ba62-23c83289aeff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 912770 ms
Total Talk Time (AGENT): 418182 ms
Total Talk Time (CUSTOMER): 193199 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/cc703f86-c758-4160-ba62-23c83289aeff_20241231T18:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking um I have an insured on the line. His name is [PII], and he just would like some information about continuing a policy.
[AGENT][NEUTRAL] OK. OK. I can do that.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] So his policy number is gonna be 02361671.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And I was gonna ask, is there ever like a time frame that they have to do this because this has been term since August so I didn't know if it was too far or.
[AGENT][NEGATIVE] Um, it is too far, um, for this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Is there like a rule of thumb that I should maybe go by on that or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, usually on the cancer products, they have 30 days um to reach out to us. And, you know, uh we might, we send them a um uh what do you call it? An application to reapply, you know, um, but yeah, they used to have 30 days on the cancer. But yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, alright, I will keep that in mind. I'm just newer so I wasn't sure. I thought I would ask.
[AGENT][POSITIVE] Right. I appreciate you asking too. Yes.
[CUSTOMER][NEUTRAL] Yeah, no problem. OK, um, yeah, so if you don't mind just relaying that to him and I'll, I'll keep that in mind in the future.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I sure will.
[AGENT][POSITIVE] OK, [PII], got you. OK, I'm ready with you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, here it comes. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][POSITIVE] Yes ma'am, good morning. Well, good afternoon.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in customer service. Um, now, [PII] was just saying you were calling about continuing the coverage, um, for your cancer policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, now this policy termed in [PII], um, let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Try to see, yes, [PII], and we do allow 30 days to continue the policy. Now I can speak to my supervisor and see if we could send you an application to reapply um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then that would have to go through an approval process.
[CUSTOMER][NEUTRAL] OK, that's fine, cause the, cause what happened that company I used to work for, they, they sold to another company. So after, after [PII], I know that's what happened. They become the, we went, we went on the new ownership.
[AGENT][NEUTRAL] Right, and then they turned the whole group.
[CUSTOMER][POSITIVE] I believe so, yes.
[AGENT][NEUTRAL] OK, let me, yeah, it's.
[CUSTOMER][NEUTRAL] Everything
[AGENT][NEUTRAL] Let me just check and see something real quick about the portability, um, cause sometimes when the master policy um terminates all the policies would terminate, but let me check that to see if that's the case here.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's just taking a minute to come up.
[CUSTOMER][POSITIVE] OK, no worries. You take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] I am not seeing portability on here at all.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I mean, it's a little bit, you know, if I have to, if I have to, you know, do an app all over again, I'm, I'm OK with that. What I have to do, I'm fine with it.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] If you don't mind um holding just a second and let me check on this because we may not be able to continue it at all because for this group I just do not see um.
[AGENT][NEUTRAL] Any kind of portability.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] But do you mind holding just a second, let me check on that.
[CUSTOMER][NEUTRAL] Of course, yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] And uh no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, I need you to tell me something, please.
[AGENT][NEUTRAL] Um, this, this man on the phone had a CPA 2200 policy.
[AGENT][NEUTRAL] OK, now he's calling about portability. Well, it turned [PII], so I told him we could possibly send him a new application and he could try to reapply and I told you it would have to be approved.
[AGENT][NEGATIVE] And all of that. But then when I pull up the policy, I do not see portability anywhere.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, OK. It is.
[AGENT][NEUTRAL] OK, that's what I'm gonna do is it.
[AGENT][POSITIVE] Right, that would be nice.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I really don't either. I really don't.
[AGENT][NEUTRAL] It is like, don't, don't, I don't know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She's at lunch.
[AGENT][NEUTRAL] She's on the phone and she's at lunch.
[AGENT][NEUTRAL] But I'm
[AGENT][POSITIVE] Yes, OK. I will. Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey, I'm, I'm sorry. I see you're busy. I have an insured, thank you. I have an insured on the phone. Will you tell me something?
[AGENT][NEUTRAL] Um, he has a CPA 2200 policy and it turned [PII], and he wants to know if he can keep this policy, um.
[AGENT][NEUTRAL] Now, can we send him an application to reapply or?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK. So I need to send reinstatements?
[AGENT][NEUTRAL] Uh, something to
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] Oh, thank you. Good. Good. OK. OK. Yes, thank you. Are they even better. OK.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I am so sorry, but I appreciate you holding. Um, now what I did find out is we can reinstate this policy. You do have 6 months to reinstate it, um, and I did run that by my supervisor just to make sure I was telling you right. Um, now you would have to pay the back premium from August, you know, to catch it up, but we can get it reinstated if, if you want to do that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, now what is the back premium for this?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's 58 5850 monthly.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if we just pay through January.
[AGENT][NEUTRAL] About 6 months.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that would be 3:51 for August through January.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then, go ahead, I'm sorry. I'll let you, I'll let you speak.
[AGENT][NEUTRAL] Oh no, no, no, and then we could set it up on a monthly bank draft if you want that or um we can send you a quarterly billing.
[AGENT][NEUTRAL] Um, and you could pay by check just however you want to take care of it, um, but if we do reinstate it, I would have to send the paperwork out to you and, um, and you can just email that back to us if you need to, um, and we can email that to you also if if you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I, I, I would prefer email if that's OK. Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, sir. Um, and your email is [PII]?
[CUSTOMER][NEUTRAL] No, that's, no, no, I'm gonna give you my, I'm gonna give you my personal email.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] That's my work email. So I, my personal email is gonna be um it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1949
[CUSTOMER][NEUTRAL] [PII], so that's [PII].
[AGENT][POSITIVE] OK, yes sir, got it. OK.
[AGENT][NEUTRAL] And I will get that updated.
[AGENT][NEUTRAL] And your address is the same?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh, uh, uh, let me give you my, let me give you my email. I'm sorry, my address. So my address is gonna be [PII], so, yes, [PII].
[CUSTOMER][NEUTRAL] [PII], so that's [PII].
[CUSTOMER][NEUTRAL] [PII], OK, so it's [PII].
[CUSTOMER][NEUTRAL] That's in [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], zip code is [PII].
[AGENT][POSITIVE] OK, yes, sir. I'll get both of these updated.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, yes, no worries.
[AGENT][NEUTRAL] OK, but I will get that going, um, of course it probably you probably won't receive it until um Thursday.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will definitely get that started cause we do have to order that letter. So, you know, um, and we're not open tomorrow, so it probably will be Thursday.
[CUSTOMER][NEUTRAL] OK, yes ma'am. Thank you. OK, I'll look out and then and I make the payment whenever I send in the paperwork or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, or you can call in and do that, you know, over the phone, um, or send in check with just however you want to do it. Yes, sir. You can mail us a check, um, just, yes, you know.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, whatever is easier for you.
[CUSTOMER][POSITIVE] OK, thank you. Yes, ma'am.
[AGENT][POSITIVE] OK, yes, sir, and be looking for that. I will get that going for you.
[AGENT][NEUTRAL] Um, but is there anything else I can do for you?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much. You've been very, very helpful. I really appreciate it.
[AGENT][POSITIVE] You are welcome, Mr. [PII]. OK. Well, you have a good day and thank you for calling ATL.
[CUSTOMER][POSITIVE] OK, thank you. You have a happy new year.
[AGENT][POSITIVE] You too. Thank you and be safe.
[CUSTOMER][POSITIVE] OK. OK. Thank you, you as well. Bye. Bye-bye. Bye-bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.