AccountId: 011433970860
ContactId: d6186ced-3851-4e13-b42c-1b9a4389fb94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387299 ms
Total Talk Time (AGENT): 179769 ms
Total Talk Time (CUSTOMER): 129429 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d6186ced-3851-4e13-b42c-1b9a4389fb94_20250610T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling. I just recently retired from a school district and carried the cancer insurance, and I was told I would have to call this number to change from um being paying for it through my paycheck to individual.
[AGENT][NEUTRAL] OK, so you have a cancer policy with, excuse me, with APL but you've recently retired and you're wanting to find out how to go about continuing it. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with that.
[AGENT][NEUTRAL] And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I have a group number. I'm not sure where I find my policy number. Does the group number do anything?
[AGENT][NEUTRAL] OK, what is your full social?
[AGENT][NEUTRAL] Mm, no, ma'am, what is your full social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], thank you. Like, give me a moment to please locate your policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, I would need to verify several things with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is different than the one you gave me. What is another contact number that we could have for you?
[CUSTOMER][NEUTRAL] Maybe my old number [PII].
[AGENT][NEUTRAL] OK, thank you and the last piece of information would have been your email address and this is a work email that was on file.
[CUSTOMER][NEUTRAL] It was so I no longer will have that, but it would been delay [PII].
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So I do wanna change a couple things on that because I don't have that phone number it's old home number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me, um, just one moment please. So your phone number that should be on, OK, one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now on this cancer policy, I did go ahead and update your phone number, but this
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this policy with APL has not been active since last year.
[AGENT][NEUTRAL] This policy with us actually.
[CUSTOMER][NEGATIVE] I've been paying on it.
[AGENT][NEUTRAL] This policy term with a.
[CUSTOMER][NEUTRAL] I've been paying
[AGENT][NEUTRAL] The, OK, who have you been paying? The district, because it's not being paid to APL. The entire district.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's no longer with APL.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] They are not so would that have just transferred over to.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know what company they went with yes ma'am, I don't know what company they went with.
[CUSTOMER][NEGATIVE] It's sad that I really don't know.
[AGENT][NEUTRAL] But all the policies turned [PII]. This policy is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I double checked and cross referenced and there is no other coverage, but again, the group as a whole was no longer with APL.
[CUSTOMER][NEUTRAL] So no one from Carrollton Farmers ran.
[CUSTOMER][NEUTRAL] No one, no one is.
[AGENT][NEUTRAL] Not that I can see. No, ma'am.
[CUSTOMER][NEUTRAL] Well that's interesting because this was the number they said I needed to call to continue it but um OK well then I will look into it and I will find out what direction they need to have.
[AGENT][NEUTRAL] So, yes, and what I would
[AGENT][NEUTRAL] Yes ma'am, what I would recommend is you reaching out to the HR department.
[AGENT][NEUTRAL] Is that who provided you our phone number or who told you to contact us? OK, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm very sorry about that. I'm not sure on this. I can just see that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group is no longer active.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policy termed with us as of [PII].
[CUSTOMER][NEUTRAL] OK, well, I will, um, but are you able to tell me if any of CFB is with um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You all anymore or is it the whole district is no longer?
[AGENT][NEUTRAL] The [PII] Branch is no longer with APL.
[CUSTOMER][NEUTRAL] Are you able to tell me that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, well I will call them and find out if they gave me the wrong number and also find out my group numbers or plan numbers so that when I talk to them, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Your
[AGENT][POSITIVE] Yes, ma'am. OK. Well, oh, you're very welcome. Is there anything else that I could try and help you with, Mr. [PII]?
[CUSTOMER][POSITIVE] All right, well, thank you.
[CUSTOMER][POSITIVE] No, that is it thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.