AccountId: 011433970860
ContactId: da8028b4-4115-40e8-971f-7a3578e52931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516210 ms
Total Talk Time (AGENT): 164341 ms
Total Talk Time (CUSTOMER): 188632 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/da8028b4-4115-40e8-971f-7a3578e52931_20250113T22:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm sorry, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] OK, my name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I'm calling about a termination notice that I had received in the mail today.
[AGENT][NEUTRAL] OK, I can check on that for you, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, now what?
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 229-2958.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, the mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII], mailing address is [PII]. Email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, did you ever receive a portability letter?
[CUSTOMER][NEGATIVE] I have it it sounds like y'all sent some kind of form that I, I don't remember receiving.
[CUSTOMER][NEUTRAL] And that's why it shows my coverage lapsed on lapsed on [PII].
[AGENT][NEUTRAL] OK. Yeah, on [PII], uh, it looks like um we send you the form to your email.
[AGENT][NEGATIVE] And we did not receive that form back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not sure if it, mhm, go ahead.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] She called, um, the representative called you and um spoke to you about it and sent an email with the form.
[CUSTOMER][NEGATIVE] OK, now I remember talking to someone, but I thought I had returned that form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, I can check.
[CUSTOMER][NEGATIVE] Is there not any way I can fix this?
[AGENT][NEUTRAL] Let me check with customer service.
[CUSTOMER][NEUTRAL] Because I don't wanna lose this coverage.
[AGENT][NEUTRAL] OK, let me share with customer service and see what we can do, OK? One moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good, so. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that, um she said that she believes she sent in the portability letter, but we still terminate the policy and she wants to know why. I don't see anything indicating we received it, but I don't know if you can see that in your end. I don't know if you have something different, but I don't see anything here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 2292958.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't see where we got it and [PII] lets the policy.
[AGENT][NEUTRAL] Mhm yeah, looks like [PII] called her and sent her the email with the form, but she said that she remembers sending it back, but
[AGENT][NEUTRAL] I don't see anything, um, and she asked me if it, it was too late to do anything about it, so I'm not, I'm not sure, so that's why I'm calling you, which I don't, I don't know. Are they still doing something or not?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, um, hold on, let me see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know the last email that we received said that yeah, that was it, but I'm not sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, just a second. I'm trying to check and see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna have to get an approval from a supervisor to reinstate this. The termination notice that was sent out says we've made several attempts to reach you regarding your APL cancer policy and your coverage has been lapsed, and we sent that co-premium for December.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see what this other thing is in here from the [PII].
[CUSTOMER][NEUTRAL] Probably the, the check stub that we sent her.
[CUSTOMER][NEUTRAL] Yeah, that's the checks up for the refund.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We're gonna have to call her back cause I don't know if [PII]'s gonna let us do it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you want me to, um, do you wanna take the call or you want me just to tell her that we're gonna call her back? OK. OK. All right. So, um, the callback number, um.
[CUSTOMER][NEUTRAL] Yeah, I can, I can tell her. Mhm.
[AGENT][NEUTRAL] Is the same one in the system and I did verify the information, all the information is correct, including the email is correct. OK, so let me go ahead and put her in.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank, thank you for holding and being patient for you Ms. [PII]. I've got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome you have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. Uh, how are you doing today? Your name is what? I'm, I'm sorry, I didn't understand. [PII]. What's your name?
[CUSTOMER][NEUTRAL] [PII], it's that one [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so telling me that um you were calling because you got a termination letter.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and you said that you said you had sent in the form, um, how did you send it in?
[CUSTOMER][NEUTRAL] I actually sent it looks like on a DocuSign. I went ahead and printed out uh what I had signed that day and it shows it, you know, being sent in.
[CUSTOMER][NEUTRAL] Like a DocuSign.
[CUSTOMER][NEUTRAL] Do you need anything from this? Um, can you email that for [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, I can, should be able to. Um, hold on one second, hold on. All right.