AccountId: 011433970860
ContactId: 36ca8aab-eaf7-4d78-a0d4-71d36d470e48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486309 ms
Total Talk Time (AGENT): 182855 ms
Total Talk Time (CUSTOMER): 199829 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/36ca8aab-eaf7-4d78-a0d4-71d36d470e48_20250501T16:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm calling because um my husband recently left his employer and we're thinking about supporting his coverage um and I wanted to find out.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] About the rates, would they be the same, um.
[CUSTOMER][NEUTRAL] Or do the rates change if you port your coverage?
[AGENT][NEUTRAL] Um, I can help you with the rates. Uh, first, let me go ahead and verify the policy. Can I please get your name and your call back number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the policy number?
[CUSTOMER][NEUTRAL] Um, for the group wise, the I have the sort of certificate number it's 02461786.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and is [PII] there? I'm sorry.
[AGENT][NEUTRAL] It's not drying up, was it?
[AGENT][NEUTRAL] Is your husband there, um, [PII] for me to be able to speak to, to, um, whether or not it's OK to talk about the policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, hold on one second, she's right here.
[AGENT][POSITIVE] OK, alright, thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. Miss [PII] needs to get some information about your policy, but I need to verify a little information with you first. Can you please give me your, your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[CUSTOMER][NEUTRAL] Um, what was the next thing you needed?
[AGENT][NEUTRAL] Your cell phone number that's on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then also your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your policy. And is it OK for me to have the consent to discuss your policy with Ms. [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] All right, thank you. I appreciate you giving me that consent. All right, you guys take care. You could put Miss [PII] back on.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, I'm here.
[AGENT][NEUTRAL] OK, hi. OK, so as far as the policy goes, the premium does not change just because you're porting it. It stays the same.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me make sure I have.
[CUSTOMER][POSITIVE] That's right, correct.
[CUSTOMER][NEUTRAL] Um, $9.23 every, I guess that's every paycheck, not every month, so.
[AGENT][NEUTRAL] I'm showing it's $20 a month.
[CUSTOMER][NEUTRAL] 20 a month. OK, perfect. And can you tell me how much that policy, how much we had elected for that policy?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Let me look real quick.
[AGENT][NEUTRAL] And of course this is just to verify benefits, it's not a guarantee of payment. You guys were under the 30 year, um, $50,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And then he also had uh
[CUSTOMER][NEUTRAL] Cancer and specified disease policy. Can I give you that certificate number to see how much that one, that policy is?
[AGENT][NEUTRAL] I, I'm actually looking at it right now. Um, when you gave me that first number I can look at all the policies for you, and the premium on this one monthly is $63.39.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 39 cents a month. OK, and how long do we have to make the decision if we wanna port it or not?
[AGENT][NEUTRAL] You have 30 days and the policy today is your last day, but that's OK. You, you can email you can email in the port paperwork.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, if we decide to do it we can do it today, but today would be the last day.
[AGENT][NEUTRAL] Yes, ma'am. You have a 30-day grace period.
[CUSTOMER][NEUTRAL] OK, um, let's.
[CUSTOMER][NEUTRAL] OK, what email, uh, because I only have a fax, so what would that email address be?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the group term life is there, is it like a 20 year policy, 30 year policy?
[AGENT][NEUTRAL] The one you
[AGENT][NEUTRAL] Guys have selected 30 year.
[CUSTOMER][NEUTRAL] 30 years, OK.
[CUSTOMER][NEUTRAL] Alright, that's 30 years.
[CUSTOMER][NEUTRAL] OK. And the
[CUSTOMER][NEUTRAL] He had, we had life insurance on myself and
[CUSTOMER][NEUTRAL] My children, is this just the $50,000 on my spouse that I can port or does that include the dependent coverage as well?
[AGENT][NEUTRAL] Let me look and see on this policy.
[AGENT][NEUTRAL] This looks like he had an individual policy was just the 50,000 on himself.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me, I'm trying to think if I have any other questions.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] All right, I think, I think that's it. I'm gonna um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'm gonna go and talk to him and decide whether or not I think I'm gonna figure out how much total we have currently and then we'll decide.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, that sounds perfect.
[CUSTOMER][NEUTRAL] But I will
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome, Miss [PII] and that.
[AGENT][POSITIVE] All the questions you have today, if you decide that you have any more, just always feel free to pick up the phone and call us, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome you guys have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.