AccountId: 011433970860
ContactId: 141d9835-b02f-424d-a18c-49e4c2493abb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214759 ms
Total Talk Time (AGENT): 92535 ms
Total Talk Time (CUSTOMER): 80348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/141d9835-b02f-424d-a18c-49e4c2493abb_20250307T19:18_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], how you doing Beachwood?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you. I have got policy number 673226, Mr. [PII].
[AGENT][NEUTRAL] We found the screen here.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] A I M E N.
[AGENT][NEUTRAL] 73226.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] 673-226
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. uh Mr. [PII] is, uh,
[CUSTOMER][NEUTRAL] Group was sold
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so he's calling to see if he can set up on Cobra. He's the only one that was in the group, but they sold his business or.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And all his information is correct.
[AGENT][POSITIVE] Alrighty I will take care of you.
[CUSTOMER][POSITIVE] All right, thank you [PII] let me get him on the line, have a great weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line in our customer service department, and she's going to assist you further.
[CUSTOMER][POSITIVE] Thank you very much. It's been my pleasure and thank you for calling APO have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. Thank you bye bye.
[AGENT][NEUTRAL] Good afternoon Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] was stating that you were wanting to continue your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I do have some forms and a letter that I will need to send to you um.
[AGENT][POSITIVE] I've got that ordered for you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I guess not. Is that gonna, is anything gonna change just that I will be billed personally?
[AGENT][POSITIVE] Correct. And you
[CUSTOMER][NEUTRAL] Will anything else change?
[AGENT][NEUTRAL] Uh, no, sir, um, the benefits, everything stay the same, premium same, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll, you'll be given the option on how you want to pay for it if you want to do it on a monthly bank draft or if you want to be billed, uh, it would be quarterly, semiannual, or annually and you choose which which of the four choices you've got.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And send it back in and get it taken care of.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so I'm in, I'm in good standing right now. I don't need to make a payment or anything right this moment.
[AGENT][NEUTRAL] Uh, well, we've received February's premium. We haven't received March's yet, uh, so the letter will probably ask for March's premium, um, but if the group is gonna send that in, uh, just ignore that part, and we can start you on your own in April.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Or whenever
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Whenever the group's gonna quit sending the premiums in.
[AGENT][NEUTRAL] Just let us know.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you very much you have my address and everything, right?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] Alright, well then, thank you for calling APL. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you very much you too bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Goodbye.