AccountId: 011433970860
ContactId: 1c1114e1-5e34-433b-954f-ef1df2f843c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523289 ms
Total Talk Time (AGENT): 255697 ms
Total Talk Time (CUSTOMER): 156158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1c1114e1-5e34-433b-954f-ef1df2f843c6_20250317T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Morning. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing all right. I need some information please cause I've called before and asked for information and I still have not received anything.
[CUSTOMER][NEUTRAL] Uh, on my, on my policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do not have the number with me. I retired and I told them that I would like to keep my, my insurance.
[CUSTOMER][NEGATIVE] And I have not received nothing, so I can continue paying for it. So how do I go about paying for my insurance, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, sure. I can help you with the portability of your policy. Um, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Miss [PII], um, can we use your social security number to look up the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you very much. And allow me just a second while the system tries to search it up, all right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to find your policy. And before I disclose information, can I verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII]. Address [PII].
[AGENT][POSITIVE] Perfect, thank you very much and let me just a second to look into the information if that um letter portability letter has been sent to you.
[AGENT][NEUTRAL] All right, Ms. [PII]. I do see here the notes um for when you called us last time. I do not see.
[AGENT][NEUTRAL] Um, a verification that those letters were sent to you. Um, may I have, can I verify the email or would you like me to, um, have an email that way I can mail those forms for you?
[CUSTOMER][NEUTRAL] I would rather you mail those forms for me because before I even got close to retirement, I wanted to make sure that I got the paperwork so I could send it to you so I wouldn't be overlapping in payments.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, and I ask questions like how do I go about making payments? Can I do automatic pay and how what's the best way to go about doing this?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh let me oh.
[CUSTOMER][NEUTRAL] So what's the best way to go about would this be like an automatic pay coming out of my paycheck every month or how, how y'all gonna do this?
[AGENT][NEUTRAL] Um, your
[AGENT][NEUTRAL] Let's see, your policy's um payment is made through um your employer, uh, which means it is coming out of your paycheck, uh, for once you port your policies, you take care of the payments that is either sending a check to us or you can set up an automatic draft.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, on the portability form that I can mail or email to you, um, it will have a bank, uh, draft information where you can put in, um, your bank account number and your routing number. That way we will take um that information and take those automatic payments for your policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that will come out with every month or what? How, how do you all do that?
[AGENT][NEUTRAL] Um, it depends on how often you want us to take it out. Um, it could be monthly, quarterly, semi-annually or annually, um, in the one that will be sent to you, um, you can specify it on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On it.
[CUSTOMER][NEUTRAL] And how much it would um because it was coming out automatically and I didn't pay attention to how much it would be so how much that would be monthly? Is there any way you can tell me that please?
[AGENT][NEUTRAL] Um, yes, I can. Um, I see here it is 4 different policies, um, for the, let's see.
[AGENT][NEUTRAL] Um just a minute to look at it individually prices.
[CUSTOMER][NEUTRAL] Or you can just tell me how much the total will be if it's easier that way.
[AGENT][NEUTRAL] Um, yes, we will have to um calculate those. Um, yes, and the letter will um contain the premium for each policy. Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I will be placing a request or I will be taking care of it personally. Would you like me to email or mail those forms to you?
[CUSTOMER][NEUTRAL] Mail mail those forms to me, please.
[AGENT][POSITIVE] Male. All right. That sounds perfect. OK. um [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do have the information here and you should receive those letters within 7 to 10 business days. If you have not received them by them, um, you can call us back, but this time for sure you, you should be receiving those letters.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but, but so y'all will not cancel me, will you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we do not.
[CUSTOMER][NEUTRAL] OK, am I behind in the payments because I was, I don't know if it was February got paid or not.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, February is paid, um, for two of the policies. The other two policies are only paid until January.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I wonder why 2 is paid for January and not all the way up till February. That doesn't make sense.
[CUSTOMER][NEUTRAL] Because everything should come out at the same time.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] So I, so I'm behind in that in those in that policy?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEGATIVE] So are you're gonna drop me because I'm behind and it's not my fault because I've I've been waiting for that paperwork. So how does that work?
[AGENT][NEUTRAL] Um, yes, we will not, um, cancel your policy since you have um made a notice that you are willing to, um, keep these policies, but we haven't received that information yet because again, um, yes, it has been on us that uh you have not received that paperwork yet. We do understand that mail, yes, that the mailing sometimes takes a little bit of time to, to arrive, so we are considered on that part.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Because I do not want to cancel that. I want to keep that policy, OK, because I've had it for years and I do not want to cancel it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, we totally understand. Um, all right, I will work, I will work on those letters for you. Um, is there anything else that I can help you with, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that's it. I just want to make sure I wasn't canceled and I would like to get that paperwork in the mail, please.
[AGENT][POSITIVE] Mhm. Yes, I will work on that mailing for you.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] You do the same, dear. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.