AccountId: 011433970860
ContactId: 2c3f7151-ff2e-4a2b-8ad6-a5faf0b50b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332059 ms
Total Talk Time (AGENT): 159383 ms
Total Talk Time (CUSTOMER): 131309 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2c3f7151-ff2e-4a2b-8ad6-a5faf0b50b63_20250311T19:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, um, this is [PII], sorry, I'm calling from Higginbotham. Um, do, can I give you a policy number? I, I received a letter yesterday and I'm not sure what it's for.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's um 02442271. It's a certificate number.
[AGENT][NEUTRAL] OK. And what is your name, ma'am?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. OK, and can I also get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII]. I appreciate that. Um, I am just getting that letter pulled up to see what you've received.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I thought it was payroll deducted but maybe not according to this letter.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And the letter was dated [PII], but I just got it yesterday. So, I mean, I, I don't even know if this is still in force, maybe I, I don't know.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] That is definitely odd. I mean, I do see, um, it says [PII] on it, um, but it was just put into our system a few days ago, so that is kind of.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Kind of weird there, but let me see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] I want to say, I'm looking it up to be sure, so I might better wait until I find out for sure, but I think Higginbotham has canceled coverage with us.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yes, they have. Um.
[AGENT][NEUTRAL] So it looks like they probably terminated [PII] and um the policy that you have is an accident policy and if you wanted to, you could keep it on an individual basis, you know, you could port that policy. Um, so that's what that letter is for, but Higginbotham has canceled coverage with us, but that accident can be ported if you want it, you know, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, I mean, is it still able to because it's so, I mean, this was months ago. I, I guess I haven't paid anything. I don't know anything about it, so.
[AGENT][NEUTRAL] Well, it
[AGENT][NEUTRAL] It does show it's paid to January the first of this year, so it is behind but you could catch it up, you know, if you wanted to keep it, um.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] Yeah, I mean, I don't even know what, uh do you have any idea what this cost or anything?
[AGENT][NEUTRAL] Well, it does show that you have couple coverage and it's 1447 monthly.
[CUSTOMER][NEUTRAL] OK. So that's
[CUSTOMER][NEUTRAL] So just times 12 then?
[AGENT][NEUTRAL] It's 1447.
[CUSTOMER][NEUTRAL] And then it's just times 12, right? So like $180 a year.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, right. Yes, ma'am. That's right.
[CUSTOMER][NEGATIVE] I mean, could I just pay you or how, how do I, how do I pay this?
[AGENT][NEUTRAL] Now you would have to fill out that portability um page and then if you wanted to like pay it over the phone with a credit card you can do that or set it up on a monthly tra um bank draft.
[CUSTOMER][NEUTRAL] OK. So I would need to fax it.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yes, ma'am, our email.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh, oh, that, I'm an email person. So what would be the best email to send it to?
[AGENT][NEUTRAL] Um no, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] [PII]. OK. That's what I needed. Thank you very much.
[AGENT][NEUTRAL] Yeah, hang on.
[AGENT][NEUTRAL] OK, you are welcome. And also just to let you know, if you do decide to keep it and you know, we reactivate it, you can cancel it at any time, you know, if you decide to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. OK. That sounds good. Thank you very much.
[AGENT][POSITIVE] OK, yes, ma'am. You are welcome. Can I, do you need anything?
[CUSTOMER][POSITIVE] All right. Have a good one. Bye.