AccountId: 011433970860
ContactId: f3a95e45-4819-4cc8-8ce2-2feae4e7ac0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446880 ms
Total Talk Time (AGENT): 176240 ms
Total Talk Time (CUSTOMER): 181815 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f3a95e45-4819-4cc8-8ce2-2feae4e7ac0a_20250321T17:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I, um, had coverage with APL for my cancer, um, insurance, um, through my employer, and, um, I recently have, uh, retired and so I reached out to our benefits, um, administrators, administrators, and they gave me the paperwork to fill out to continue um with you guys, but I haven't heard anything. I haven't heard anything and that was in January when I did that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, let's take a look and see what's going on. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 253-40999
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your
[AGENT][NEUTRAL] Name and date of birth, please.
[CUSTOMER][NEUTRAL] I'm [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Do you mind verifying your current mailing address and email?
[CUSTOMER][NEUTRAL] Yes, it's um [PII] and the email should be [PII].
[AGENT][NEUTRAL] Actually we have the ISD email. Do we need to update that for you?
[CUSTOMER][NEGATIVE] Yes, please do that one no longer works.
[AGENT][POSITIVE] Sure, and if you don't mind giving me that email again, I'll update that for you.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] Uh, hold on, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. [PII]
[AGENT][NEUTRAL] Wait a minute, [PII].
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII] right, OK, great, that's what I have. Thank you. Alright, I've updated that email for you now. I don't see that we where we have received that continuation, um, paperwork or that, um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Information. Did you send it to APL?
[CUSTOMER][NEUTRAL] Um, I think I gave it to Tally Benefits who, um, handles the um benefits for, um, sources for ISD, um, and it was [PII] at Tally Benefits, and [PII] sent it over to you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, if you don't mind holding just one moment let me transfer you to our customer service department so that they can see if they've received that letter of uh continuation, OK?
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Mm thank you. One moment please, ma'am.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] Hey, [PII]. Happy Friday. Uh, that's my, that's my one good thing about Friday is every now and then I get to talk to you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Oh, how sweet. Thank you. What you got for me?
[AGENT][NEUTRAL] I've got policy number 2534009.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII] Sales.
[CUSTOMER][NEUTRAL] You said 25,300?
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] Mhm. 253, yeah, 2534099.
[CUSTOMER][NEUTRAL] Is it another 0?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] Oh [PII], I'm way off, OK.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And I verified all of her information I updated her email.
[CUSTOMER][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] OK, and you have Ms. [PII] on the phone, correct?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, what can I help her with?
[AGENT][NEUTRAL] So she retired and she gave her portability letter to [PII] at Tally Benefits back in January and hasn't heard anything regarding her portability of her coverage.
[AGENT][NEUTRAL] I don't see in the notes. I don't know if you can check this and talk to her and see if we've received that from Tele Benefits or if she can at this point continue her coverage since it turned on [PII], she just needs some help with her portability information.
[CUSTOMER][NEUTRAL] And you said she gave it to the group?
[AGENT][NEUTRAL] Yeah, I, evidently, so I think she retired and so she gave that portability. She said to [PII].
[AGENT][POSITIVE] At tally benefits.
[CUSTOMER][NEUTRAL] What's her callback number?
[AGENT][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] So now she's concerned, which I would be too.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yeah, and I'm gonna have to see if she's gonna be able to because technically they got 30 days and that's that that's it.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] But let me see what I can do for.
[AGENT][POSITIVE] I appreciate you, [PII] and let me get her on the line. You have a lovely weekend.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Ms. [PII], I do have um [PII] on the line and she's going to check on that for you.
[CUSTOMER][POSITIVE] OK, wonderful, thank you.
[AGENT][POSITIVE] Thank you. It's been a pleasure to assist you and have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm doing good, thanks for asking. I've got your information pulled up in the representative that transferred you stated you were inquiring about the continuation of your policy you had received paperwork and gave it to somebody at your previous employer.
[CUSTOMER][NEUTRAL] Yes, um, [PII] is the benefits, um, administrator for the district, um, and, um, I was told to contact them, so I contacted them about my continuing, uh, me continuing my cancer coverage, and, uh, she gave me paperwork to fill out. I filled it out and gave it back to her like she said, and she told me she was sending it, she sent it to you guys.
[CUSTOMER][NEUTRAL] So I hadn't heard anything after that. So I was like, OK, it's already marked and I haven't heard anything, so I'm calling.