AccountId: 011433970860
ContactId: 1f879d87-59d8-4539-901b-6a1da5cef93d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435619 ms
Total Talk Time (AGENT): 179007 ms
Total Talk Time (CUSTOMER): 160087 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/1f879d87-59d8-4539-901b-6a1da5cef93d_20250123T17:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. I'm calling because
[CUSTOMER][NEGATIVE] I know for the car that I had this under and I just checked last night to notice that they did not pay my last free.
[AGENT][NEUTRAL] Alright, I can help you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I don't. I was trying to log back in.
[AGENT][NEUTRAL] No, you're fine. I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] I, I don't know what I did.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And that number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. One moment.
[AGENT][NEUTRAL] And what is your date of birth and current mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And current mailing address.
[CUSTOMER][NEUTRAL] Well, the address that they have on there is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that's what [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you and then do you mind verifying your work email?
[CUSTOMER][NEUTRAL] It was um [PII].
[AGENT][NEUTRAL] Do we need to update that for you?
[CUSTOMER][NEUTRAL] Everything needs to be updated.
[AGENT][NEUTRAL] We're just gonna wipe it all out and redo it, right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, what's the current email for you?
[CUSTOMER][NEUTRAL] It's um [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I've updated that and your phone number is the same, and we need to update your address as well, correct?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, what is your current mailing address?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's, oh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I'm updating this to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My, yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's [PII] and zip code [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I have updated that address for you as well.
[AGENT][NEUTRAL] And I'm showing that your policy termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're stating they have not sent in the.
[CUSTOMER][NEGATIVE] Uh, yeah, they didn't send me anything uh as up to if I want to keep it or pay it or nothing, so I'm like, now I'm I'm actually sitting in front of my computer going through all my policies.
[AGENT][POSITIVE] Bless you. All right. Uh, uh, you don't wanna be without insurance, do you?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] Yeah, let me check. I don't think that there is portability clause on this policy, but let me take a quick look for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you and they didn't offer anything?
[CUSTOMER][NEGATIVE] They didn't send me anything yet. If it did, it, it might have went to my old address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] I'm just checking, bear with me just one second.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Still checking.
[AGENT][NEUTRAL] Do you mind holding just a quick second? Let me just verify that this policy does not have that ported but I don't want to say no and then it does. Do you mind holding just a second?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, thank you, Miss. [PII], one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] And I'm sorry. I could have cut you off, but it was just so sweet. I was just, it just relaxed me to say all that.
[CUSTOMER][NEUTRAL] What you got there?
[AGENT][NEUTRAL] 4,0005s, um.
[AGENT][NEUTRAL] There's no portability for the indemnity policy, correct?
[CUSTOMER][NEUTRAL] That is correct. It's True Group products, so once you leave the employer, you're no longer eligible for it.
[AGENT][NEUTRAL] That's what I needed to verify. I didn't think so and that's on all the HIs, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's what I needed to verify. I didn't see a a portability clause and.
[AGENT][NEUTRAL] Sometimes I just get everything.
[CUSTOMER][NEUTRAL] Now, the new HI 17, I think some of those do have a portability clause, but the, the old ones, HI 4005, GOB HI 10, the GOB HI10 can be ported through TPA but not directly through as the rest of them.
[AGENT][NEUTRAL] Got you. I think those ones or whatever.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Maybe have a portability clause.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm saying that the newer ones might have, but the old ones don't.
[AGENT][POSITIVE] That's what I just needed to verify. I appreciate you and don't need to transfer it. I just wanted to be sure.
[CUSTOMER][POSITIVE] All right, love. Let me know if you need anything else, and I hope you have a good day.
[AGENT][POSITIVE] You too, [PII]. Good to talk to you. Take care. Stay warm. Bye-bye.
[CUSTOMER][POSITIVE] You too, hon. You too. Bye-bye.
[AGENT][NEUTRAL] Thank you, Ms. [PII] for your patience. I did check to see if there is any um chance of portability on this policy and there is not. It is not, does not have the portability clause.
[CUSTOMER][NEUTRAL] That's for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] OK. Not a problem.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day and.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.