AccountId: 011433970860
ContactId: dd56d8f4-2a9c-4981-b09c-ad6d3fae3157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606799 ms
Total Talk Time (AGENT): 197014 ms
Total Talk Time (CUSTOMER): 217034 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/dd56d8f4-2a9c-4981-b09c-ad6d3fae3157_20241231T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. How are you, [PII]?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing pretty good. My name is [PII], and the reason I'm calling, I had insurance with you guys now. I, I recently started a new job. Well, I actually been here about 3 months now, almost 3 months, and, um, I just want to make sure that I, I, I, I wanna see if it carried over cause I was told that the car insurance does carry over.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I just want to make sure it's still active.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. We can double check that. Do you have your policy number?
[CUSTOMER][NEUTRAL] You know what? I don't think I do.
[AGENT][NEUTRAL] OK, let's take a look at here. OK, let me take a look.
[CUSTOMER][NEUTRAL] Hm, I don't have that.
[CUSTOMER][NEUTRAL] Cause I think we renewed it, uh, go ahead, I'm sorry.
[AGENT][NEUTRAL] You said you're
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I was gonna say you're a lot.
[CUSTOMER][NEUTRAL] How can I cable.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Your last name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What state do you live in, [PII]?
[CUSTOMER][NEUTRAL] I'm in, in [PII].
[AGENT][NEUTRAL] In [PII]
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] What's the city in [PII]?
[CUSTOMER][NEUTRAL] Well, I'm actually um in [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is, would that be the city address we have on file?
[CUSTOMER][POSITIVE] I believe yes, you, I think, I believe so, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if it's not that I can give you another address that I um that I had prior.
[CUSTOMER][NEUTRAL] And if you can't find that address, uh, the other address I have would be um [PII].
[CUSTOMER][NEUTRAL] That's [PII]. That's in [PII].
[AGENT][NEUTRAL] OK. What is your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I look at this you know.
[CUSTOMER][NEUTRAL] Cause I'm trying to find my my insurance card, but I don't have it.
[AGENT][NEUTRAL] Yeah, and usually, I'll be honest, for the cancer ones, we generally don't send those out.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, nothing is coming up and let's see.
[AGENT][NEUTRAL] Your first name is spelled [PII] Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, just wanna make sure I'm spelling it right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Let me see if it's.
[CUSTOMER][POSITIVE] I take your time. Cause I can actually show I have the pamphlet with me, I can show you the ones that I chose.
[CUSTOMER][NEUTRAL] If you need that, the base plan, the monthly premium.
[AGENT][NEUTRAL] OK, um, I think I may have found you here, [PII]. OK, so this does have a [PII] address on it. It has um [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes, OK, yes ma'am, yes ma'am, they, OK.
[AGENT][NEUTRAL] Alright, and the email address on file was [PII].
[CUSTOMER][NEUTRAL] Yes, so that's my old work email. Yes, ma'am, [PII].
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Can I give you my, so can I, can I give you my personal email address instead?
[AGENT][POSITIVE] Yeah, absolutely. What's your personal email?
[CUSTOMER][NEUTRAL] OK, so my personal email is gonna be [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], so that's [PII].
[AGENT][POSITIVE] Alright, thank you for that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so what I'll have to do, [PII] is reach out to somebody in regards to continuing on policies because did you ever get a letter from us about continuing it on or anything like that?
[CUSTOMER][NEUTRAL] No, no, ma'am, not to my knowledge. Not that, not that I can recall.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Cause I think when we had got the insurance um under the old company, we, um, they, they retired and sold to another company, so I don't really know how that worked.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yeah, because as it stands right now, [PII], the policy isn't active, um, but I can get you to somebody over in customer service about
[AGENT][NEUTRAL] Continuing it on if you wanted to do that and what the premium would be.
[CUSTOMER][POSITIVE] Yes, of course, that's what I would like to do if possible.
[AGENT][NEUTRAL] OK, not a problem um let me call over there. Is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you so much for your help though.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Because that's an option.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] I guess I should ask.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][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.
[CUSTOMER][NEUTRAL] OK. OK. I can do that.
[CUSTOMER][NEUTRAL] What is that policy number?
[AGENT][NEUTRAL] So his policy number is going to be 02361671.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][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.
[CUSTOMER][NEGATIVE] Um, it is too far, um, for this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Is there like a rule of thumb that I should maybe go by on that or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, usually on the cancer products, they have 30 days um to reach out to us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know, uh we might would 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.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, all right. I will keep that in mind. I'm just newer, so I wasn't sure. I thought I would ask.
[CUSTOMER][POSITIVE] Right. I appreciate you asking too. Yes.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, I sure will.
[CUSTOMER][POSITIVE] OK, [PII], got you. OK, I'm ready when you are.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, here it comes. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, good morning, good afternoon. Good afternoon. This is [PII] in customer service. Um, now [PII] was just saying you were calling about continuing the coverage, um.
[CUSTOMER][NEUTRAL] For your cancer policy.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, now this policy termed in August.