AccountId: 011433970860
ContactId: f1a1509b-f224-4f6b-af89-78b07521c30d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501600 ms
Total Talk Time (AGENT): 160308 ms
Total Talk Time (CUSTOMER): 247928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/f1a1509b-f224-4f6b-af89-78b07521c30d_20250403T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am how are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I don't know yet, Sunshine. I need to run something by you see if you might be able to help me out or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As as of last year.
[CUSTOMER][NEUTRAL] Uh, I work for a company called My Tech out of [PII].
[CUSTOMER][NEUTRAL] And I had a policy for y'all on myself and my wife.
[CUSTOMER][NEGATIVE] Well, at the end of the year, they dropped y'all and brought us into somebody else with ridiculous rates of $107 a week for the disability, I mean for the.
[CUSTOMER][NEUTRAL] For the accident and critical illness.
[CUSTOMER][NEGATIVE] And I was paying nowhere near that. My my wife tell and everything, but what I'm trying to get at is I've called in January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They sent me to somebody, they let me speak to somebody else on the phone, and they was gonna send me a packet through the mail because they told me that I could still have the accident portion, but I cannot get on to the critical illness or anything like that, but nobody's ever sent nothing to my house or anything like that. And I'm still trying to proceed in this. Can it, can you tell me what I need to do for that?
[AGENT][NEUTRAL] Um, yeah, let's see here. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you by chance have the old policy number? If not, I can look it up.
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEGATIVE] No, ma'am, I sure don't. Last time I spoke to y'all, I had to give y'all my social security number or whatever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and, uh, I, I, I'm not trying to be a nuisance by any means, but I've just been twisted around and turned around so much.
[CUSTOMER][NEUTRAL] The last couple of months with this company that I actually quit them Monday and started work for another company.
[CUSTOMER][NEUTRAL] But, um,
[CUSTOMER][NEGATIVE] At the latter part of last year, or actually [PII], my wife had to have surgery on her wrist and everything because she slipped and fell. She broke her wrist and her ankle at the same time they had to do wrist surgery on her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And be going physical and this that and the other. Well, they don't tell me about this other policy bill until like the 3rd week in the end of January that I'm no longer covered through APL.
[CUSTOMER][NEGATIVE] I said, wait a minute, I said, that ain't right. I can't, you can't just do that to us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] You can, you can get out of it in uh November is how they set it on open enrollment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, I quit the company and went to work for another company, so.
[CUSTOMER][NEUTRAL] That's neither here nor there. I'm just trying to find out what I need to do because, you know, uh, my wife is still my wife.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, let's look and see what is your social if you don't mind, I'll see what I can find here.
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. My social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Let me take a look and see what I come up with here.
[CUSTOMER][NEUTRAL] And like I said, they sent me to somebody else on the phone and they took my email address, my home phone, I mean, my cell phone number. They took my, my home address, and they was gonna email, they're gonna send me a package to the mail so I could pick up where we left off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I never, I never received that, but I, I was doing a lot of work out of town and back and forth and this that and the other also, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, alright, I believe I, I located your policy here. I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] And some.
[CUSTOMER][NEUTRAL] Yes ma'am. My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Thank you and then can you just verify the email address on file?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK. All right. Yeah, so, uh, [PII], I know customer service deals with like continuing on policies.
[AGENT][NEUTRAL] And stuff like that. Let me see.
[AGENT][NEUTRAL] I can find.
[CUSTOMER][POSITIVE] And they, they, they don't send me paperwork so I can pick up the policy on my own and have myself and not have to go through a company bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It was what they had told me. Now, I didn't know if that was.
[CUSTOMER][NEUTRAL] Physical or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] But they said yes, you can keep accident but you cannot get in critical, but you can most definitely keep the accidental portion.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I see that you called in January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And I said, they said they're gonna send me paperwork and everything to my house, but that never happened.
[AGENT][NEUTRAL] Right, I'm gonna see if I can see anything here.
[CUSTOMER][POSITIVE] I'm not trying to waste your time for anything sunshine, but I do appreciate your help.
[AGENT][NEUTRAL] Yeah, no, no, not a problem. OK, so I need to reach out to customer service because they're the ones that would be sending out the letter. Um, I'm gonna need to place you on just a brief hold here, [PII], and let me get them on the line and then I'll send you over to him OK?
[CUSTOMER][POSITIVE] OK, I appreciate it, man.
[AGENT][POSITIVE] Yeah, no problem. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII]. We're in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Hey, I'm good. I have an insured on the line. His name is [PII] and he's um wanting some information about continuing importing his policy.
[CUSTOMER][NEUTRAL] OK, and the policy number?
[AGENT][NEUTRAL] Is 02.
[AGENT][NEUTRAL] 459-943.
[CUSTOMER][NEUTRAL] OK, and this callback number?
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEGATIVE] And I do see in the notes he did say he did call in January and spoke to somebody about this and they said that they were gonna send him the portability letter and then he's reaching out today because he's like I haven't gotten anything. I checked on base for any correspondence. I just didn't see anything so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, they, they, they're way behind on getting everything in on base what I've been told.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] It makes it hard for us.
[AGENT][POSITIVE] Well, yeah, to know, and he's like, you know, I definitely wanna keep, he's like, they told me I could keep my accident. He really wants to keep it. So he's just, you know, uh, that's why he was following up because he hadn't gotten anything yet.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm the one that said I will send in the method of payment letter.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I know, I know I was.
[CUSTOMER][NEUTRAL] And that was on [PII]. Alright, oh, what was that policy number again? I, I clicked out at 2459943. OK, I'm ready.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] No worries, here he comes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Yes, ma'am, I'm doing all right. How about yourself?
[CUSTOMER][POSITIVE] I'm good, um.