AccountId: 011433970860
ContactId: 259f1e2f-d4eb-4cc4-89e9-aaf18ad90cdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323250 ms
Total Talk Time (AGENT): 105031 ms
Total Talk Time (CUSTOMER): 161143 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/259f1e2f-d4eb-4cc4-89e9-aaf18ad90cdd_20250325T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] that'd be [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEGATIVE] I'm hanging in here. Um, I sent in an application to port my coverage because the broker rolled the business to Colonial and the form that they sent me wasn't the right form and so you sent me the new form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but, and I'm trying to get that filled out. Do I need to put a group plan number on here or just my certificate number?
[AGENT][NEUTRAL] Just the certificate number.
[CUSTOMER][NEUTRAL] OK, and then, um, it says you must submit your first premium with the selection form please make your check payable to American Public Life.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah. Can I get your policy number so I can look at it? And, and I can look at it and let you know.
[CUSTOMER][NEUTRAL] Is that a necessity or can I?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, 02319719.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, Ms. [PII].
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I know we do this every every time you call in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Your policy is only paid to [PII].
[AGENT][NEUTRAL] Um, so if, if you don't wanna send a check, if you wanna email that back, uh, you can get, uh, put it in writing that you we can draft it current that way you won't be behind.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and they'll do that on the first draft and then they'll go back down to the 3750 cent.
[CUSTOMER][POSITIVE] Perfect. OK, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so is that where I do the EFT form?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Electronic fund transfer, OK, um.
[CUSTOMER][NEUTRAL] OK, yeah, because I just got the check back from Colonial where the broker didn't stop my drafts.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] On [PII], they were still drafting money, but yet my policy with colonial was never issued because I can't have.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And outside, um, colonial policy because I'm a colonial agent, so I have to buy through the the agent portal. So I'm still mad with the broker. I'm not, I'm not finished with them yet.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah. I understand.
[CUSTOMER][NEUTRAL] OK, so, uh, and then how much is the monthly premium?
[AGENT][NEUTRAL] The monthly premium is 3759.
[CUSTOMER][NEUTRAL] OK, so I'm doing the portability election form. I wanna draft a monthly.
[CUSTOMER][NEUTRAL] Um, that's all filled out. Then what about the consent to electronic delivery of documents?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if you want us to email the policy to you, uh, check yes, and if you'd rather us mail it in the mail, check no.
[CUSTOMER][NEUTRAL] OK. I do not agree.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh shoot, OK.
[CUSTOMER][NEUTRAL] Alright, so that's that, that's that, and then all I need to do is fill in my payment information.
[AGENT][NEUTRAL] Mhm, I send it back to us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That then and then just on the bottom say please draft to bring current.
[AGENT][NEUTRAL] Yes, ma'am mhm.
[CUSTOMER][NEUTRAL] OK, and then so that would be they're gonna draft January, February, March.
[AGENT][NEUTRAL] And April, on April.
[CUSTOMER][NEUTRAL] And then will they go ahead and draft April?
[AGENT][NEUTRAL] Yes, ma'am. All, all in on [PII], probably.
[CUSTOMER][NEUTRAL] And is everything done in the [PII].
[CUSTOMER][POSITIVE] OK, everything's done on the [PII]. OK. All right, that's perfect. Thank you so much. And can I send that back to you? Because I think I got an email from you with the correct forms.
[AGENT][NEUTRAL] Um, well, there, uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am mhm but they're they're asking everybody to email everything now to the care team.
[AGENT][NEUTRAL] So that it will, it's supposedly it's gonna um speed things up and get it processed a little faster than going to a specific person. So if you could send that to care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what's that email address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII]. OK, I'll get this sent over. Thank you.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.