AccountId: 011433970860
ContactId: f37eeac9-3268-4cc0-9f2f-96effd5b4e22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296609 ms
Total Talk Time (AGENT): 160124 ms
Total Talk Time (CUSTOMER): 92562 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f37eeac9-3268-4cc0-9f2f-96effd5b4e22_20250523T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi there, ma'am. My name is [PII]. I received a letter in the mail from you guys, um.
[CUSTOMER][NEUTRAL] It says that a policy request to support coverage. What does that mean?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Um, it, it gave me, it got, it got a certification number and a product, critical illness, and it says you can choose your AP. I didn't even know I had an APL plan. I don't know what this, you know what I mean? Can you let me know what I have in your system?
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[AGENT][POSITIVE] Oh goodness, absolutely, yeah, um, so I can definitely see what we do offer, um, a lot of different kinds of supplemental insurance, um, odds are it was from, uh, an employer of yours, so that portability letter.
[CUSTOMER][NEUTRAL] I don't know. You wanna see this, it's that a cer certain number. What that mean?
[AGENT][NEUTRAL] Uh, the policy certification, um.
[CUSTOMER][NEUTRAL] Is that in your, yeah. OK, go ahead.
[AGENT][NEUTRAL] Yeah, no, no, no, you're fine so essentially that portability letter and I can get that pulled up to verify um but essentially that means keeping the policy so if you chose to keep it um then you can that's just an option for you to keep it outside of your employer um did you wanna go ahead and give me that policy number and I can get that pulled up for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's 02593872.
[AGENT][POSITIVE] Thank you and then uh [PII] and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you um and there we are and then I'm just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] not liking.
[AGENT][POSITIVE] OK, thank you for that. OK.
[CUSTOMER][NEUTRAL] And my guy who, uh-huh.
[AGENT][NEUTRAL] Yes ma'am, I, I appreciate it. OK, so you had uh two policies with us. One is a critical illness policy and one is a hospital indemnity policy, um, so if you need further information on those, I can provide that for you, uh, but essentially that is exactly what that letter is is if you chose to continue these policies outside of your employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like if you just wanted to keep them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how much will it be? Like, would you send me that information in the mail too?
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] So I can get you with our customer service department and they can go over all of that with you if that's something you're interested in.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, I would.
[AGENT][POSITIVE] Alrighty, sure, OK, I'm just gonna put you on a brief hold um and get you over to them. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team um how are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Doing all right um well I did have a member on the line, but it looks like um they got disconnected uh she had uh received a letter um with for portability, um, and she had, uh, questions about all that so I was gonna get you.
[AGENT][NEUTRAL] Uh, get her over to y'all, but she disconnected, so, um, you want her to call back?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, sure, I can give her a call back.
[AGENT][NEUTRAL] I don't know that I even got the right one. I have [PII], well, you know what, let me, give me just a moment.
[AGENT][NEUTRAL] Let me see if this is what we have for her.
[AGENT][NEUTRAL] OK, yeah, um, so it's [PII].
[AGENT][NEUTRAL] [PII] and I've got a policy number too when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So, uh 02.
[AGENT][NEUTRAL] 59
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3872.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we were speaking with uh [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right. I have it. Um, I will go ahead and give her a call back.
[AGENT][POSITIVE] All right, I sure appreciate it. Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. You have a good one. Bye.
[AGENT][NEUTRAL] You too. Bye.