AccountId: 011433970860
ContactId: f460da38-dbaa-4a05-b710-c1447fd4c59e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424380 ms
Total Talk Time (AGENT): 150879 ms
Total Talk Time (CUSTOMER): 164762 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f460da38-dbaa-4a05-b710-c1447fd4c59e_20250123T20:04_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling AL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and I got
[CUSTOMER][NEUTRAL] Uh, I'm not for sure what I got, to be honest with you.
[AGENT][POSITIVE] Well, it would be my pleasure to help you figure out what you've got. Do you have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, would it be called a cert number?
[AGENT][NEUTRAL] That's it. Yes, sir.
[CUSTOMER][NEUTRAL] OK, I actually have two of them. I'll give you the 1st 1 00408323.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. What is your date of um date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your current mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], so this policy, you actually have the cancer policy and the intensive care policy. It is no longer active. The policy termed on [PII].
[AGENT][NEUTRAL] And this was through your employer at Grand River Dam Authority.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] But it is no longer active.
[CUSTOMER][NEUTRAL] OK, so what, what, what am I, what did I get these papers?
[AGENT][NEUTRAL] Did you just receive them?
[CUSTOMER][POSITIVE] Yeah I just got them today.
[AGENT][NEUTRAL] What is it, uh, are they just?
[AGENT][NEUTRAL] What are the papers stating?
[CUSTOMER][NEUTRAL] Uh, policy owner's request for port coverage.
[CUSTOMER][NEUTRAL] And it's got I mean it's just want me to fill out.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't even know what product support and all that stuff is but.
[AGENT][NEUTRAL] OK, I understand. Well, if you will hold.
[CUSTOMER][NEUTRAL] And stop
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] It's got a place it's got a place to put like.
[CUSTOMER][NEUTRAL] My bank stuff on it and that's why I was like uh I don't know about all that.
[AGENT][NEUTRAL] Yes, you gotta check everything these days, unfortunately. So that is if you want to now the group dropped the coverage, but if you wanted to continue the coverage, then that is an option for you to continue the policy by paying your own premium.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So GRDA dropped it.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] My, my, OK.
[AGENT][NEUTRAL] That's right. And that's just giving you the options.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] So is this a life insurance or just a cancer and an intensive care policy is what it says.
[AGENT][NEUTRAL] Uh, with our company APL, you just have the cancer and the intensive care policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to I'm trying to figure out what all.
[CUSTOMER][NEUTRAL] I've got here uh.
[CUSTOMER][NEUTRAL] How much is the intensive care for me?
[AGENT][NEUTRAL] Well, what I need to do is to get you to our customer service department. They handle that portability and they can give you further information on that if you would like.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, my beach buddy.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] Hey, I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] I have policy number 92603.
[AGENT][NEUTRAL] Uh, let, let me give you the other policy he gave me. 408323.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He received a portability letter. He didn't even know about this policy and it wants more information on the portability.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he said he just received a letter today. I don't know.
[CUSTOMER][NEUTRAL] Why would he get
[CUSTOMER][NEUTRAL] That's not the portability policies that we've been sending out.
[AGENT][NEUTRAL] I didn't think so.
[AGENT][NEUTRAL] But he sure received it. He's got that in the intensive care and I didn't think anyone, either this, neither this cancer nor the intensive care, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, help me.
[AGENT][POSITIVE] All right, I appreciate it if you'll hold just one moment, let me get him on the line. Thank you.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] in our customer service department and she will assist you further. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh, good afternoon. This is London customer services. How are you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm good how are you? I'm good.
[CUSTOMER][NEGATIVE] And I'm assuming I had all this at one time and then now that the the company dropped it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] That's what we're doing here and I don't remember.
[CUSTOMER][NEUTRAL] A whole lot about the cancer and specified disease policy.
[CUSTOMER][NEUTRAL] OK, so you're needing to know what what's covered and everything on there.
[CUSTOMER][NEUTRAL] I think I remember it was it was pretty good because I wouldn't have actually even got it if it wasn't but what is the price on that for me?
[CUSTOMER][NEUTRAL] Uh, on the cancer is 3210.
[CUSTOMER][NEUTRAL] Per month and then the intensive care is $9 per month.
[CUSTOMER][NEUTRAL] $9. Yes sir.
[CUSTOMER][NEUTRAL] Do I have to fill all this paperwork out or can we just do this over the phone?
[CUSTOMER][NEUTRAL] You have to fill it out and send it in and uh you can either email it or fax it or mail it in.