AccountId: 011433970860
ContactId: e6bf9074-ddec-4525-b51a-7ddf0cc99693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390429 ms
Total Talk Time (AGENT): 152295 ms
Total Talk Time (CUSTOMER): 97296 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e6bf9074-ddec-4525-b51a-7ddf0cc99693_20250623T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I just retired.
[CUSTOMER][NEUTRAL] Uh, from Texas public schools.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We carried cancer insurance for several years and I'm thinking about continuing that. So how do I go about doing that?
[AGENT][NEUTRAL] OK, I can check if you can port it and see if we can send you that letter for you to continue. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. Do you have, do you know or do you have the policy number?
[CUSTOMER][NEUTRAL] Uh then I can get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just hang on a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I have an identification number and a group number.
[AGENT][NEUTRAL] Um, more than likely it's gonna be the identification number. Um, if it starts with a 0 followed by 7 digits, that's gonna be it.
[CUSTOMER][NEUTRAL] Is that not what you want
[CUSTOMER][NEUTRAL] If it starts with a what?
[AGENT][NEUTRAL] 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Uh, no, they don't.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, and you said you have a group number?
[CUSTOMER][NEUTRAL] This is my insurance card, I mean.
[CUSTOMER][NEUTRAL] Uh, group number 385.
[CUSTOMER][NEUTRAL] 000.
[AGENT][NEUTRAL] OK, let me do a name search, OK?
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm gonna do a name search. That's not our number. Um, we don't do cards for cancer policies, but you should have documents with the policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh I was just giving you
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, insurance number, the cancer policy was part of a cafeteria plan. I don't, I don't know. I wouldn't have that number.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, it's fine. We can always search by name. All right.
[CUSTOMER][NEUTRAL] Well, it's probably going to be under [PII] or [PII].
[AGENT][NEUTRAL] OK, um, go ahead and spell the first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes, or maybe just [PII]. I don't know how it's listed.
[AGENT][NEUTRAL] Yes, let me try all of them. Let's see which one it is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Weather for [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, can you verify the email address for me?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm assuming it's under my personal email. It'd be [PII].
[AGENT][NEUTRAL] Mm, OK. It looks like we still have your um work email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Looks like we still have your work email.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't understand you.
[AGENT][NEUTRAL] We still have your work email. We don't have your personal.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, bear with me just a second because I don't see, OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so this group um that it was under with um.
[AGENT][NEUTRAL] Let's see, Benefits Corp, they work, um, they are, they're not longer with us since [PII].
[CUSTOMER][NEUTRAL] Yeah, I get the door.
[CUSTOMER][NEUTRAL] Can you come get the door?
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so the group that you were under, they're no longer with us, and they decided to cancel all the policies back in [PII]. I'm not sure if they're with another company right now, but they're not with APL. That group is not with APL any longer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no one ever told me they canceled my cancer insurance so we did a cafeteria plan that we signed up for when school started.
[AGENT][NEUTRAL] They probably changed companies um and maybe they were, they did not notify that it's not longer with APL so you might want to check with HR and see who they're working with right now because um this group left APL back in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.