AccountId: 011433970860
ContactId: dd59820f-d0ba-4536-a9c8-fff92d8dcb23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815500 ms
Total Talk Time (AGENT): 252972 ms
Total Talk Time (CUSTOMER): 171224 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/dd59820f-d0ba-4536-a9c8-fff92d8dcb23_20250404T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. I've got, um, hey, I've got Miss [PII] on the phone.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, her callback number is the number she's calling from, uh, she is, and all her, uh, information's been verified, although the email address is not in there because I could not understand what she was telling me, so maybe you'll be able to understand it better, um, anyway, she's calling because she wants to support her policies, uh, policy number 243-0983.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But she's asking if she can port all of them.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Shore.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. You can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, [PII], thank you, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hello, I would just advise um that you are willing to have information about the, the policies. Is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII], um, allow me just a minute through, um, so I can look through the policies that you had and check on that uh if you can port them um or not. All right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I will go ahead and place you on a brief hold and then I will be back with whatever I found on your policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] This my policy number.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 2414299.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I apologize for that wait, Ms. [PII]. Uh, I was able, I was looking through all of your policies and I do see that all of them are portable. Um, would you like me to go ahead and send you that portability request form so you can fill it out?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Um, by any chance, is there, um, any document that you have received for the portability already or no?
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] Um, have you received already in the mail, um, any letter stating that you were able to support these policies?
[CUSTOMER][NEUTRAL] No, I haven't seen anything.
[AGENT][NEUTRAL] All right, um, because these policies, the last, um, date that we received the payment, um, was for the month of February. So if you want to go ahead and um have them port them, um, you will need to pay already for the month of March and April.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK. How much would that be?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, for the
[CUSTOMER][NEUTRAL] And what are, what are, what's all the, which are policies so I can know.
[AGENT][NEUTRAL] It will be the group accident for you and let me see here who is covered.
[AGENT][NEUTRAL] For you and your dependent, I, I see in all of the policies, um, it has a premium of $29.70.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the critical ill critical illness policy for you and your dependent is $18.33.
[CUSTOMER][NEUTRAL] OK, and what else?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And or excuse me, let's see which one is the.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And for the term life policy for you and your dependent, um, it is.
[CUSTOMER][NEUTRAL] What it is?
[AGENT][NEUTRAL] It's a term life.
[AGENT][NEUTRAL] Policy and the premium is for $40.
[CUSTOMER][NEUTRAL] What about the uh cancer, is it cancer or anything else or short term?
[AGENT][NEUTRAL] Uh, it's a critical illness.
[AGENT][NEUTRAL] Policy, that is.
[CUSTOMER][NEUTRAL] That's, that's dealing with the cancer?
[AGENT][NEGATIVE] Um, all of them are canceled already.
[CUSTOMER][NEUTRAL] No, I'm saying cancel, but I had to cancel insurance too, right?
[AGENT][NEUTRAL] No, I only see an accident, critical illness, and term life policies. Those are the only ones that we have.
[CUSTOMER][NEUTRAL] I didn't have to I thought I had to cancel.
[AGENT][NEGATIVE] It could have been um issued with another provider, maybe.
[CUSTOMER][NEUTRAL] If you got the number for them?
[AGENT][NEUTRAL] Uh, no, that will be something that your employer would have.
[CUSTOMER][NEUTRAL] And what's the name of the company? Was American what?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me just a second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, we have a spell.
[CUSTOMER][NEUTRAL] You you said American what?
[AGENT][NEUTRAL] This is American Public Life Insurance. Um, your employer, Estelar Construction Co. Inc they should be the ones that have the uh rest of the information for the other policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] So what's, we'll follow up on the critical illness.
[AGENT][NEUTRAL] OK, um, let me just a second to go through.
[AGENT][NEUTRAL] Um, I see acute respiratory distress syndromes, um, Alzheimer.
[AGENT][NEUTRAL] Uh, sclerosis, um, bone marrow transplant, anything that is a critical illness, um, or diseases, that's what it covers. It, it is not a cancer policy.
[AGENT][NEUTRAL] It has um stroke, skin cancer, tuberculosis tuberculosis, um, type one diabetes, those are the ones that I see here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm gonna call.
[CUSTOMER][NEUTRAL] You can just uh email me.
[AGENT][NEUTRAL] The portability, the port. All right, um, what is a good email?
[CUSTOMER][NEUTRAL] For the uh for that. Yeah.
[CUSTOMER][NEUTRAL] Pay 248 for that price. OK. How much is it?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah I like that. It was a meal. You know you for a meal. Uh, that should have been in the meal.
[AGENT][NEUTRAL] Uh, what is a good email that we can?
[CUSTOMER][NEUTRAL] I'm not sure what happened. I was just told to charge you for the cup, but I will double check. OK.
[AGENT][NEUTRAL] Uh, what is a good email that, um,
[CUSTOMER][NEUTRAL] She was the drink probably the same thing. Uh [PII]
[CUSTOMER][NEUTRAL] [PII]. What they said.
[CUSTOMER][NEUTRAL] How much the water was? It's free. It just it splits it from the entire meal, so you no longer have a drink included. It's OK. How much you pay for the meal?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I will go ahead and work on those portability letters for you and you should receive them um in to your email within about 25 to 30 minutes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So the meal is $13.
[CUSTOMER][NEUTRAL] Hm. So me at $13. No, what? I don't know.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] $14 for a meal.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Thank you have a nice day.
[CUSTOMER][NEUTRAL] Hm.