AccountId: 011433970860
ContactId: e39cf731-8ff0-4656-b715-31cfadabb23d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554609 ms
Total Talk Time (AGENT): 287939 ms
Total Talk Time (CUSTOMER): 205475 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e39cf731-8ff0-4656-b715-31cfadabb23d_20250203T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Well, I have an insured on the line who's calling to see if her policy is back active because she says she mailed her portability information in, but I don't think that that's been received. It's on policy number 246.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3078 for [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] But she is fully verified me I'm sorry I was making my note. I kind of zoned out on you. I'm so sorry about that. I'm just.
[AGENT][NEUTRAL] No, no, you're totally fine cause I was reading this note that [PII] put in and it was kind of long, so.
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] I'm a little, yeah, I'm a little tired today. It's been a long day, so, and I just was focused on making my notes, so.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] I understand because I've had one day too. I got called stupid earlier.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, I'm sorry. You know, you know, that's not true though about you.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] Oh, she was not very nice. She's not very nice at all.
[CUSTOMER][NEUTRAL] 00, I'm sorry.
[AGENT][POSITIVE] Mm check was. I appreciate that. It's all right.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] But this lady is really sweet. This lady will make is probably gonna make up for it. She's very sweet.
[AGENT][POSITIVE] I hope so. Well, I hope I don't disappoint her too. I'm looking at, I don't see anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] OK, and I'm confused by this note [PII] put in here.
[CUSTOMER][NEGATIVE] I don't understand that note fully either. Maybe when, I don't know, cause it's still showing as made to pay one obviously because she was on the group, but the group is now termed.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, I did check that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Yeah, and that she only has 30 days to court, so, uh.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Could she, I don't know. Is that a situation where she could email it today? Well, I mean, technically.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Did she talked to, well, I can't say that now cause I'm in the middle of my notes.
[AGENT][NEUTRAL] Yeah, it was in January.
[AGENT][NEUTRAL] But the letter that the port letter that they sent her was [PII]. When did the, I'm trying to see when the group actually lapsed.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] I've got so many screens open, it's not even funny.
[CUSTOMER][POSITIVE] Girl, I know that's right.
[AGENT][NEUTRAL] Alright, 252-48.
[AGENT][NEUTRAL] All right. Um, you can go ahead and transfer her and I'll just tell her what I'm doing.
[CUSTOMER][NEUTRAL] Well it's like
[CUSTOMER][NEUTRAL] It's like [PII].
[CUSTOMER][NEUTRAL] Is it [PII] for the group?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Now effect group requests [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, so did she, yeah, I'm really confused.
[CUSTOMER][NEUTRAL] So they didn't even do that until the [PII]. They requested it according to this.
[CUSTOMER][NEUTRAL] The [PII] to be effective [PII], but she talked to [PII] on whatever date like I said, I don't see that.
[AGENT][NEUTRAL] OK, hold on, um, it says she was out on disability and paid her employer for her back premium.
[AGENT][NEUTRAL] Advised her to contact them and make sure they were going to submit her premium. OK, so she was paying the whole time she was out on disability, basically like a a cobra thing.
[CUSTOMER][NEUTRAL] What is.
[CUSTOMER][NEUTRAL] It's kind of what it looks, sounds like.
[AGENT][NEUTRAL] Yeah and she was supposed to be still active so yeah let me go ahead and talk to her and see if she she may need to talk to HR to have her premiums paid if she paid them, then we're still waiting on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. So anyway, but that's why she's calling.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a nice evening. OK, bye, [PII].
[AGENT][POSITIVE] No problem. You too. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][NEUTRAL] I'm good. Um, so I was just looking at your policy, uh, you were calling in today because, um, you wanted to make sure that we got your port paperwork.
[CUSTOMER][NEUTRAL] Yeah, I had sent that in with my uh and I sent it in the mail and I sent it I think about a month ago, so I just wondering like what's going on and what's the status of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we haven't received it. Um, do you think, um, well, if you send it in the mail, you, you wouldn't happen to have a copy of it, would you?
[CUSTOMER][NEUTRAL] Uh, no, I didn't. Normally I do send a copy, but I didn't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. Um, so I can send you a new copy for, uh, to your email. Do you have email?
[CUSTOMER][NEUTRAL] OK. Yes, I do.
[AGENT][NEUTRAL] OK, and you can, you'll just have to fill it out again and email it to us. Um, email is just the quickest and most effective way to get stuff to us because the mails nowadays it's just, it's just not it's not.
[CUSTOMER][NEUTRAL] OK, I could do that.
[AGENT][NEGATIVE] Hm, I don't like to mail anything anymore.
[CUSTOMER][POSITIVE] OK, yeah, I could totally get it.
[CUSTOMER][NEUTRAL] I know, I know. And a lot of times I just faxed it, but I was in a hurry and I didn't have time and I was like, oh, let me just get this in the mail, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I understand, yes ma'am, um, you can fax too if you wanna do that if that would be more comfortable for you. I can give you the fax number and the email address and then just whichever one is easier for you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I'll just probably email it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me take a look at something really quick here.
[AGENT][NEUTRAL] Now, I see where you called in.
[AGENT][NEUTRAL] Last month and you spoke with [PII].
[AGENT][NEUTRAL] Did you ever double check with your HR to see if they were gonna pay those uh months that you were out?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, I will call, I guess my union because I'm paid up on their side. So I don't know why. I mean, I went out because with an injury. Um, so I ended up paying them. So I don't know why you haven't gotten paid though. I mean, if I need to pay them, I could pay them, you know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, well, I, I don't want you to have to pay, you know, on both ends either, um, but what I'm showing you is that, um, we only receive payments up through October.
[AGENT][NEUTRAL] So we're still missing um November and December.
[CUSTOMER][NEUTRAL] Yep, OK.
[AGENT][NEUTRAL] Is what I'm showing. So if you just wanna check on that, um, and I'm gonna go ahead and email you, yeah, go ahead.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK, is it possible just to pay it today?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Once you fill out the paperwork.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And get it back to us, we, we should be able to check payment if you just wanna go ahead and pay it.
[CUSTOMER][NEUTRAL] OK, OK, I'll do that. I'll get the paperwork and email.
[AGENT][NEUTRAL] So I'll have to check with our billing department on that.
[CUSTOMER][POSITIVE] OK, that's totally fine. I will do that. I'll get it all filled out and then I will go ahead and just email back to you guys.
[AGENT][POSITIVE] OK perfect and let me make sure.
[AGENT][POSITIVE] I've got a good email for you, [PII].
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][POSITIVE] OK perfect alright give me just a few minutes and I'm gonna send that over to you and if you could just get it back to us as soon as possible um so that way we can get it fixed, OK?
[CUSTOMER][POSITIVE] OK, yep, I will do that.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Uh, no, that was all I needed.
[AGENT][POSITIVE] All right, well thank you so much for choosing APL and you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] OK, thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.