AccountId: 011433970860
ContactId: 06d9bdb8-1913-4445-ab9e-d22628581c90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263559 ms
Total Talk Time (AGENT): 116054 ms
Total Talk Time (CUSTOMER): 90213 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/06d9bdb8-1913-4445-ab9e-d22628581c90_20250115T20:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I have insured on the phone. Her name is [PII]. Her policy number is 231-0444.
[CUSTOMER][NEGATIVE] Um, she received a letter canceling her policy because she didn't return the signed portability election form. She said she'd never received it and that she would like to keep the policy if it's not too late.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you verified her address?
[CUSTOMER][NEUTRAL] I did and her email address, it's correct for what we have in mind.
[AGENT][NEUTRAL] Let me check real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh that's [PII] OK.
[AGENT][NEUTRAL] Got it. We might not even seen it.
[CUSTOMER][NEUTRAL] Or is it [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Here it is termination notice.
[AGENT][NEUTRAL] And then [PII], that's the refund.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] OK, thank you, here she comes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, good afternoon. This is London customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you, ma'am?
[AGENT][POSITIVE] I'm good, um.
[AGENT][NEUTRAL] And let's see, [PII] was stating that you were wanting to continue your policy?
[CUSTOMER][NEGATIVE] Yes ma'am, I received a letter yesterday in the mail saying it was terminated and said they had tried to contact me, but I have not seen an email or a letter.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will get that remiled to you. I'll just fill that out and send it back in and we'll get it all taken care of for you.
[CUSTOMER][NEUTRAL] OK, what, what, what would you like for me to do with this refund check I got because I paid for December and then y'all send it back to me.
[AGENT][NEUTRAL] Right, um, you can cash that and then when you send in your, um, your form, just send in December January's premium with it and then we can get it set up on a monthly bank draft start in February.
[AGENT][NEUTRAL] Would you like for me to email that to you so it would be a little faster or?
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then when you send that.
[CUSTOMER][NEUTRAL] And I'll check the spam or juke because that she said they did send me an email but I will, uh.
[CUSTOMER][NEUTRAL] I will check it's just the junk mail just to make sure it doesn't go there.
[AGENT][NEUTRAL] OK, let's see, and it's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I will get that form right to you, uh, just fill that out send it back in, and if you don't want to mail a check in with that, um, you can email that back and just write on there to draft it current, uh, starting in February, and we'll draft for December, January and February in February.
[CUSTOMER][NEUTRAL] OK, is there any way you can, you can just pay for the whole year?
[AGENT][NEUTRAL] Yes, ma'am. Mhm. And that, that option will be on the, the letter, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'll be able to keep my policy now.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK. I, I was worried because I've retired and I've got that policy through my school district.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I'm just worried about that. I didn't want to find another one.
[AGENT][NEUTRAL] Right, I understand, yeah, and I'll, I'll get that to you this afternoon, just be looking for it and.
[AGENT][NEUTRAL] Just fill it out and send it back.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK. All right. Is there anything else that I can help you with today or?
[CUSTOMER][NEGATIVE] I don't, I don't believe so.
[AGENT][POSITIVE] OK, well thank you for calling ACL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too as well. Bye bye.
[AGENT][POSITIVE] Mhm goodbye thank you.