AccountId: 011433970860
ContactId: 34ba5ce9-0888-44c6-9a43-fcb76f103f01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368010 ms
Total Talk Time (AGENT): 213424 ms
Total Talk Time (CUSTOMER): 107896 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/34ba5ce9-0888-44c6-9a43-fcb76f103f01_20250328T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. Happy Friday.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, I have policy number 253.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5396 Carla Doty Doherty.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You can never say that last name. She received a portability letter and wants to know what the premium would be.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I verified all of her information.
[AGENT][NEUTRAL] Mhm and the call back number is it the same um the one she's calling from? All right.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] All right thank you if you'll bear with me just one moment, let me get her on the line, have a great weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, [PII]. One moment.
[CUSTOMER][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line in customer service and she'll assist you further. Hope you have a great weekend. Thank you you too thank you bye bye.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][POSITIVE] I'm well, thank you. How about you?
[AGENT][POSITIVE] Doing good. I'm happy that it's Friday.
[CUSTOMER][NEUTRAL] Yes, me too.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] All right. Um, I was just advised that you would like to know about how much is your premium for, um, your policy. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I do see here that is uh um coverage for you and your spouse. We have a monthly premium of $39.50. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as for depending on um how often you, you would like to make the payments, um I can go ahead and um calculate the quarterly, semiannually and annually premiums for you if you like me to do so.
[CUSTOMER][NEUTRAL] Oh, that's how you take it, it's quarterly?
[AGENT][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] Or semi annual?
[AGENT][NEUTRAL] Yes, we have different um methods that you can pick from. Um, I believe in the um
[AGENT][NEUTRAL] Uh, portability form that you received, it has an electronic lunch transfer, which one, which is requiring your bank draft. If you decide to go bank draft, um, we can schedule it monthly.
[AGENT][NEUTRAL] Um, quarterly, semiannually, and annually payments. If you decide to send us a check, um, we can only offer, um, quarterly payments, semi annually and annually. We don't have the monthly, um, available for, um, for you to send us a check. Mhm.
[CUSTOMER][POSITIVE] Got you. Well.
[CUSTOMER][NEUTRAL] So I'll go bank draft, but how much do you need to make the policy active?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or bring it up to date.
[AGENT][NEUTRAL] All right, so since it was um canceled since um [PII], um the first um time we or whenever we receive the information for your bank, we will go ahead and schedule a payment, um, let's see, January, February, March, and since we are already almost reaching April, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] We can go ahead and um charge for April and that will be for $118.50. Now if you decide to um set up the draft date like let's say the [PII] of every month, then we can just go ahead and charge for January, February and March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Making it a little bit less.
[CUSTOMER][NEUTRAL] And how long do I have to get this set up?
[AGENT][NEUTRAL] Um, you have 30 days after receiving the letter, um, that will be the grace period you are provided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me look at this electronic funds transfer form. Does it give me a date that I can have it drafted?
[AGENT][NEUTRAL] Um, I believe we have a little bit of variation on the forms. OK, so if it doesn't, you can just write it on the side of the page if you have a preference, and or if you are emailing it to us, you can just state it on the email that you will like to have it draft, um, whichever date you prefer and that can change whenever you would like to.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I can email it to you, correct?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see facts.
[AGENT][NEUTRAL] Yes, we have a fax, email, or mail or mailing.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't see the email address.
[AGENT][NEUTRAL] Uh, would you like me to provide it to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, and let me know whenever you're ready.
[CUSTOMER][POSITIVE] Ready.
[AGENT][POSITIVE] All right, that will be care [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I'll get that done.
[AGENT][POSITIVE] You're very welcome. You're very welcome and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye, [PII].
[AGENT][POSITIVE] Thank you, bye bye.