AccountId: 011433970860
ContactId: 1eb9307b-631e-458a-93f4-1cc265d9b81d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175910 ms
Total Talk Time (AGENT): 59435 ms
Total Talk Time (CUSTOMER): 91391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1eb9307b-631e-458a-93f4-1cc265d9b81d_20250102T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. Um, my employer recently terminated the plan with American Public Life, so I just recently got the portability information and I have questions about completing the, the form that I need to fill out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, sure, Miss [PII], I can assist you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 253-580-5
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I need to verify the mailing address, email address, and a callback number.
[CUSTOMER][NEUTRAL] OK, [PII] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Alright, OK, and what is your question about the form?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, on here it's got the certificate number. I pulled that off of my old policy and then it's got the group plan number. I'm not finding that anywhere.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I, I can give you that. Um, the group number is 18,610.
[CUSTOMER][NEUTRAL] OK, and then the premium information, um, is that the same, the total premium as what's on my current policy?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then I've got it for me and my spouse, so I just list that there and it's got on here if if I want you to pull this from my bank, I can just put monthly monthly bank draft and then what plan I want.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. And uh I had another question I believe. Um, do we have to sign up to have this for electronic documents or can you mail them?
[AGENT][NEUTRAL] Um, if you would like to sign, you can. If not, you can just leave it like that.
[CUSTOMER][NEUTRAL] OK, so we don't have to return that form?
[AGENT][NEGATIVE] No, you don't. If you don't want it electronically, no.
[CUSTOMER][NEUTRAL] OK, and then I can email these documents back to you?
[AGENT][NEUTRAL] Um, I think there should be an email there listed care team [PII]. Do you see that?
[CUSTOMER][NEUTRAL] Yes, OK, OK, I think that's all I needed, so I just need this portability election form and then the EFT form, correct?
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK, sounds good. Thanks for your help. I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Goodbye.
[CUSTOMER][POSITIVE] Thank you.