AccountId: 011433970860
ContactId: 0234ad81-ba13-4392-90da-92ea04a6ef38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443299 ms
Total Talk Time (AGENT): 180121 ms
Total Talk Time (CUSTOMER): 62532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0234ad81-ba13-4392-90da-92ea04a6ef38_20250507T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've got a member on the line uh and she is going to be leaving her employer soon she wants to see if she can uh continue her policy.
[AGENT][NEUTRAL] All right. Um, and what is the policy number?
[CUSTOMER][NEUTRAL] That is 944211.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The toy, yeah.
[CUSTOMER][NEUTRAL] OK, are you ready for her?
[AGENT][POSITIVE] Mhm, yes, I'm ready for her.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you are inquiring um information if you can for your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, allow me just a second while I look through the information to see if it is a portable policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and may I ask, um, when are you retiring and this um is to, mhm.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, I'm retired on [PII]. I'm sorry, [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I am looking here.
[AGENT][NEUTRAL] For the portability information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I do see here that excuse me, your policy is portable, um, and as you are retiring pretty soon, um, if I mail the
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The documents that you would have to um sign for the portability, it will take about 7 to 10 business days. Um, we do have a grace period of 30 days after um where you can notify um if we don't hear anything from you in those 30 days, we will go ahead and cancel the policy.
[AGENT][NEUTRAL] Um, would you like me to mail the forms for you to sign or to email them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email.
[AGENT][NEUTRAL] Email, right. And was the email verified?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Ms. [PII], I will go ahead and work on that portability letter for you to be emailed. Um, you should be receiving it in about 15 to 30 minutes since um I will be typing it for it to be electronically. Um, I will go ahead also and request the a copy to be mailed to your address that way you can um have it uh on a paper copy. All right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Also, let me ask you this, if I'm um gonna change my address, can I do that on that form or do I need to do another form as well for that?
[AGENT][NEUTRAL] Um, yes, you can add it on to that form because it will be requesting um all your information in there, um, and it will be also um requesting a method of payment which um we have a direct bill that can be set up quarterly, semiannually or annually, or it can be on a bank draft which is offered monthly, quarterly, semiannually or annually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see here that um your premium is $30.60 for a monthly premium only covering you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll do a monthly bank draft.
[AGENT][NEUTRAL] All right, um, the electronic transfer transfer will be, um, will be attached to the form that you will be receiving.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right. Is there any other question, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all of it, [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day. You should be receiving that email shortly. All right?
[CUSTOMER][POSITIVE] Alright you too OK thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.