AccountId: 011433970860
ContactId: 0f9d73c4-5357-42f9-8023-a1b0ffd13706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549599 ms
Total Talk Time (AGENT): 234739 ms
Total Talk Time (CUSTOMER): 168481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0f9d73c4-5357-42f9-8023-a1b0ffd13706_20250424T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I'm trying to verify that you received my check and the additional paperwork um that you needed.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to verify if we received a check that you sent and you said also additional paperwork.
[CUSTOMER][NEUTRAL] Yes, our group, uh, plan was, our group plan was discontinued, so we have to do private pay now.
[AGENT][NEUTRAL] Do, is that correct?
[AGENT][POSITIVE] OK. So yes, ma'am. I can partially help you with this. So first off, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 02535572
[AGENT][POSITIVE] OK, thank you so much. Give me a moment, place your information pulled up.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, so this appears to be a personal email address.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] We do not have your work email on file, but it's a personal email.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, because my company canceled the policies and so now we have to move to personal pay policies.
[AGENT][NEUTRAL] OK, so you're saying
[AGENT][NEUTRAL] Right. So I need to verify what your personal email address is.
[CUSTOMER][NEUTRAL] Uh, try your, I don't, let me see what I put on here. OK, I put [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information. OK, so yes, ma'am, it does appear that we have received your information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now we're going
[AGENT][NEUTRAL] OK, now is this your, are you going to be set up, you opted not to do the bank draft, is that correct?
[CUSTOMER][NEUTRAL] No ma'am, I opted to do the bank draft, but it said that the first check the first payment had to be a personal check.
[CUSTOMER][NEUTRAL] So I sent.
[AGENT][NEUTRAL] OK, Ms. [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] So I sent you the bank draft information and find funds transfer. Then when I called they said they were sending me additional information which was the portability election form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they said when you fill out the portability election form, you can elect to pay annually for the first premium, which is what I did was $474 and I mailed you a check and then moving forward, I wanted to do the bank draft.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do see that we received your information. I'm going to connect you with a member of our customer service division to verify your bank draft information, Ms. [PII]. Now I can see that you are set up in the online service center portal, so there is a new policy number that was issued for you.
[AGENT][NEUTRAL] Now that you will be on self pay and that policy number, Ms. [PII], I'll be happy to give it to you and again, you will also be able to see this um you should probably be able to see it tomorrow because we just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Issued this number so it's got to go through one more.
[CUSTOMER][NEUTRAL] OK. Ma'am, are you there?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK. All right. What's the new number?
[AGENT][NEUTRAL] 261.
[AGENT][NEUTRAL] 8340.
[CUSTOMER][NEUTRAL] And I repeat that back 261-834-0.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[AGENT][NEUTRAL] So what I'm gonna
[CUSTOMER][NEUTRAL] OK, and you are showing that you received the check for 4.
[AGENT][NEUTRAL] Mhm. 474. Yes, ma'am. But I'm going to connect you with customer service to verify the bank draft information that you submitted, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, uh-huh, correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, um, so if you will give me just, you, you're welcome and I'll give.
[AGENT][NEUTRAL] Them your policy number you're not gonna have to re-verify any of your I'll let them know the reason for your call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, well, you're welcome. Is there anything else, Ms. [PII], that I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, well thank you so much for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am one
[AGENT][NEUTRAL] Moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Hi, [PII]. I'm fine, thank you. So I have an insured on the line with policy number 261.
[AGENT][NEUTRAL] 8340.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] She was calling to verify that we had received her paperwork for her portability and also confirming that she's on bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And
[AGENT][NEUTRAL] So I've given her the new this new policy number. It's in, but um whoever added this information did not include her bank draft information and it does appear that it's in on Base.
[CUSTOMER][NEUTRAL] Mm, OK. Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is not set up to be on bankrupt. She's set up to um
[CUSTOMER][NEUTRAL] to send a check.
[CUSTOMER][NEUTRAL] Yearly, she's on yearly.
[AGENT][NEUTRAL] OK, she, she did, but she did, she did for the first year, but there is a bank draft authorization form. She said she was told that if she sent that back, that it would then go to bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh let me look at it, pull it up really.
[AGENT][NEUTRAL] And she did include that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Let me pull it up really quick and I can add it and have it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Added to her.
[CUSTOMER][NEGATIVE] Sorry on base is being a little bit slow.
[AGENT][NEUTRAL] So she's just
[AGENT][NEUTRAL] Yeah, you're fine. She's just wanting to confirm that everything is, you know.
[AGENT][NEUTRAL] As it should be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I do see here the form. All right, you can go ahead and transfer her. I'll let her know that it, it, it will be included.
[AGENT][POSITIVE] OK, perfect, [PII]. Thank you so much and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Yeah.