AccountId: 011433970860
ContactId: 1134c35a-307b-4e3c-bcdf-6041dc1b5ae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243759 ms
Total Talk Time (AGENT): 132127 ms
Total Talk Time (CUSTOMER): 112136 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1134c35a-307b-4e3c-bcdf-6041dc1b5ae4_20250318T17:10_UTC.wav
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[AGENT][NEUTRAL] Good Morning, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[CUSTOMER][NEUTRAL] I'm good as well thank you um I have an insured on the line who has gotten a letter from us, she retired and she just wants some information about porting her policy.
[AGENT][NEUTRAL] OK, what's her policy number and callback number?
[CUSTOMER][NEUTRAL] Um, policy number is gonna be 02535976.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her call back is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII], yeah.
[AGENT][NEUTRAL] And she's been verified.
[CUSTOMER][POSITIVE] Yep, everything is fine yep.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'm ready. Thank you.
[CUSTOMER][NEUTRAL] OK, here she comes. Thank you. One moment. Here she comes.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you doing?
[AGENT][POSITIVE] I am doing well thanks for asking. Got your information pulled up and the representative that transferred you stated that you received your continuation information and you had some questions.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, because it didn't have, it didn't, we didn't have, uh, how much it would cost or how it just said that to be able to.
[AGENT][NEUTRAL] OK, how can I help?
[CUSTOMER][NEUTRAL] The portability benefits is an option to take, but that's all it said. So I was just checking to see what I needed to do.
[AGENT][NEUTRAL] Right. OK, so,
[CUSTOMER][NEUTRAL] And what it would be.
[AGENT][NEUTRAL] Your benefits and your premium, all that's gonna stay the same. Basically, the way you had it essentially, um, when you first got with us is what you're getting. We're just converting your plan into an individual portable plan, which you can continue by paying for it individually. Um, so your premium is 1837 and it looks like you have the cancer high option.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, all that staining the thing, yes, ma'am, and there should have been a bank authorization form with that if you'll fill, OK, if you'll fill that out and sign off on it on the other port form, um, that'll let us know that you're wanting to continue and what we're gonna have to do is issue you another policy, but again this will be an individual policy and once we do this we won't be doing this anymore but it's the same thing you had.
[CUSTOMER][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There he is, mhm. OK.
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and it's 1837 a month then, is that what it is, or is it? OK, OK.
[AGENT][POSITIVE] Yes, ma'am. And, and yes, and that's just for you.
[CUSTOMER][NEUTRAL] OK, alright, OK, alright, so I just need to fill this out and then uh and fax it back to y'all or.
[AGENT][NEUTRAL] Yes, you can fax it or email it, whatever works best for you. Do you have our email? OK. Our email address is gonna be [PII]
[CUSTOMER][NEUTRAL] OK, what's the email address? No, what, what is it?
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Well, I guess it is. Yes, ma'am. AM public. And that's one word too.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] OK, yeah, [PII]. OK.
[AGENT][NEUTRAL] And do you have a fax number?
[CUSTOMER][POSITIVE] Alright, great.
[CUSTOMER][NEUTRAL] Uh, it had the fax number on there. It said [PII], yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that is correct. All right, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. That's it. I'll get it filled out and sent to you. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.