AccountId: 011433970860
ContactId: d97c05b7-7b17-4e2f-855b-ac61338dcf54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309720 ms
Total Talk Time (AGENT): 167774 ms
Total Talk Time (CUSTOMER): 95831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d97c05b7-7b17-4e2f-855b-ac61338dcf54_20250219T18:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you. Well, good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Yes, hi, good afternoon, [PII]. How are you?
[AGENT][POSITIVE] I'm doing well thanks for asking. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing great. So I have the APF card here in front of me when I try to register, it's showing that customer is not found.
[AGENT][NEUTRAL] OK, I can help you log into the online service center, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]. What was the 1st 3?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you for that, Mr. [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Yeah, it's 0258.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8691.
[AGENT][NEUTRAL] Thank you for that. And I'm just gonna need you to verify a few things for me, Mr. [PII]. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you, and that's what we have and what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that as well. And do you have an apartment number?
[CUSTOMER][NEUTRAL] It's number 4
[CUSTOMER][NEUTRAL] It's a building, it's a house number 4, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A number 4, OK, got you. Alright, so I'm showing we've got an email account on file. Can you verify that too for me please?
[CUSTOMER][NEUTRAL] Yeah, I have my, which is in my personal email which is in [PII].
[AGENT][NEUTRAL] It looks like we have your work email so that may be why you're getting an error message. Do we need to change this to your personal?
[CUSTOMER][NEUTRAL] Uh, so what is the working email? It's uh [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] We have um [PII].
[CUSTOMER][NEUTRAL] So I already left [PII], ma'am. I already resigned from my position with Polaris.
[AGENT][NEUTRAL] OK, what's your personal email? Let's update this for you.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] The number [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, let me make sure I have this correct. So it's gonna be your first name, which is [PII], OK.
[CUSTOMER][NEUTRAL] No, it's no [PII].
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] So this is still effective or what's going on with this?
[AGENT][NEGATIVE] You are active and you are currently, bear with me, it's moving slow.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You're active and you're currently paid.
[AGENT][NEUTRAL] To [PII]. Are you still with LTC Farm Holding?
[CUSTOMER][NEGATIVE] No, I left, I left the company. I resigned from my position.
[AGENT][NEUTRAL] OK, looks like you do have a termination date of [PII], um, but it hasn't canceled yet because we haven't received your payments from the group yet. Um, once the group pays you to February, the policy will cancel and since you're no longer with them, it's not something that you can port individually once you leave the group, you're no longer eligible for coverage.
[CUSTOMER][NEUTRAL] All right, but I, do I have to pay anything because I left the company from uh my last uh
[CUSTOMER][NEUTRAL] My last date of uh
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] You don't have to pay anything. You don't owe anything or nothing. Um, what's gonna happen is, is once the group pays you to where it needs to be paid to you where they've notified us to cancel you, then it'll cancel and you'll get a letter just letting you know it's been canceled, but there's nothing that'll be due or nothing that you owe.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, all right. So this is not considered an insurance, right?
[AGENT][NEUTRAL] It was secondary insurance. It wasn't your major medical.
[CUSTOMER][NEUTRAL] My medical insurance. All right.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, thank you so much. I really appreciate your help. Thank you.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Same to you. Thanks. Thanks. Bye. Bye.
[AGENT][POSITIVE] Thank you.