AccountId: 011433970860
ContactId: 0f532e30-5140-4405-a849-825e9ddc41eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414679 ms
Total Talk Time (AGENT): 270346 ms
Total Talk Time (CUSTOMER): 134496 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0f532e30-5140-4405-a849-825e9ddc41eb_20250130T20:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hey, so, I'm fine. How are you?
[CUSTOMER][POSITIVE] OK. I'm good. I'm good, thank you. Um, I have a member on the line that he's getting ready to retire and he wants to support his policy.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, what's his policy number, dear?
[CUSTOMER][NEUTRAL] It's 84077.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, and do you have a callback number? Is that the number that's on there on the little box?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Um, no, on the, on yeah, [PII]. I'm like what the box.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, OK. Oh.
[CUSTOMER][NEUTRAL] All right, so I fully verify him. OK. Here he comes. OK. You're welcome, you too, and he's gonna retire in March, OK?
[AGENT][POSITIVE] I will talk to him. OK, dear. Thank you so much, sweetie. You have a good day. Bye-bye.
[AGENT][NEUTRAL] In March, OK, thank you. OK.
[CUSTOMER][POSITIVE] Yeah, here he comes. You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Mr. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna give you instructions, OK.
[CUSTOMER][POSITIVE] Alright, thank you. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You do.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hi, this is [PII] in customer service. I hope you're doing well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, good. um, she was, uh, soul was just telling me that that you was gonna retire in March and you wanted to keep your cancer plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll be glad to help you with that, Mr. [PII]. OK, I show that um,
[AGENT][NEUTRAL] Well it's currently active, of course, and you're leaving in March so what will happen is um whenever uh you leave the um your HR whoever is the is the group administrator, they will let us know that you left and to term your policy off of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what we'll do is we'll an automatic letter will generate and we'll get that sent to your address and it will give you the porting documentation that you need to get it changed to direct pay.
[CUSTOMER][NEUTRAL] OK, so I need to let, well, I've already, I've already told him I was leaving, but uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So what are they supposed to do? They're supposed to let you know that I'm leaving.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what they'll do is you're not leaving until March so we can't port it right now because you're still on payroll deduction, so we have to leave it on payroll deduction, uh huh, because if we, if we just port it now they'll still be taking your premium out and we'll be drafting at the same time we don't want that to happen so um.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. Um, so what will happen is they will let us know when you leave and they, uh-huh, and once that happens, we'll send out um an automatic letter we'll generate and we'll go to your address and it will have options for you to pay on the letter.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So you don't really have to do anything. You just, you know, retire and then um let us handle the rest.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so I've got 2.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Insurances with you I guess.
[AGENT][NEGATIVE] Uh-huh, uh-huh. Yeah, you do. You got a life, a term life and a cancer. Yeah, you wanted to keep both of them?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think so. How much, how much time I got left on that term, do you know?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see how long you've had it. So you got it in [PII].
[AGENT][NEUTRAL] And it is a 20 year it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK, so.
[AGENT][NEUTRAL] Uh, let's do the math.
[CUSTOMER][NEUTRAL] So yeah, that'd be like uh 14 years left.
[AGENT][NEUTRAL] Sometimes
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Uh-huh. So you're, you are welcome to keep that policy as well. So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You did math faster than I could pull up my calculator. I can't do math in my head.
[CUSTOMER][NEUTRAL] So, uh,
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh yeah, that's all right.
[CUSTOMER][NEUTRAL] So, uh, could you send me, is there any way you could send me a.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] A copy of my policy.
[AGENT][NEUTRAL] Mhm. We can do that.
[CUSTOMER][NEUTRAL] For them because I don't, I don't know where I put it and uh I can't find it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, yeah, of course we can, we can do that no problem. Let's go over some information. Let's just make sure what's your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh OK and is that uh number, well yeah, I got your phone number in there OK um do you have an email address?
[CUSTOMER][NEUTRAL] I do have it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you good at at using computers?
[CUSTOMER][NEGATIVE] Well, I'm not the best.
[AGENT][NEUTRAL] Are you good at like going online?
[AGENT][NEUTRAL] Well, that's OK. Um,
[CUSTOMER][NEUTRAL] And I'll get what?
[AGENT][NEUTRAL] What I was gonna, what I was gonna tell you is we have an online service center.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, you can log on and create an account with us and your policy should be viewable out there in the online service center, but I don't wanna be a liar, so let me go out here and make sure that they're loaded out here so you can see them. I'm not, I'm not sure if you're interested in that, but I was just gonna let you know about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, uh, I'd rather if you could mail it to me if you could.
[AGENT][NEUTRAL] I might
[AGENT][NEUTRAL] Sure, OK. I will do, I will get that request put in. All right. Is there anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEGATIVE] No, not, not that I thank you, no.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well I sure appreciate it uh you calling and wanting to keep the policies you've been you've had them for a good while. thank you for all your business. I, we sure appreciate that.
[CUSTOMER][POSITIVE] Well, I appreciate you.
[CUSTOMER][POSITIVE] Yes sir, yes ma'am.
[AGENT][POSITIVE] All right. Well, you have a good day then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.
[AGENT][NEUTRAL] OK