AccountId: 011433970860
ContactId: 3c9c74a8-d6de-4b4b-93c9-fc2d73e08be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328690 ms
Total Talk Time (AGENT): 193431 ms
Total Talk Time (CUSTOMER): 111744 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3c9c74a8-d6de-4b4b-93c9-fc2d73e08be0_20250103T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. I got you twice today.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I've got Miss [PII] on the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her policy number is 253.
[CUSTOMER][NEUTRAL] 4717.
[CUSTOMER][NEUTRAL] And she is calling because she wants information on porting her policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And give me just a second to pull it up.
[CUSTOMER][POSITIVE] And she's all verified and everything and I'm sorry that call disconnected earlier.
[AGENT][POSITIVE] You're good. I was able to, to catch her.
[CUSTOMER][POSITIVE] Good deal.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And is the callback number um the same one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, got it.
[AGENT][NEUTRAL] All right, you can go ahead and send her.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, I was just informed that um you would like to have information about porting your your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, let me just a second to look through.
[AGENT][NEUTRAL] Our system here.
[AGENT][NEUTRAL] All right, Ms. [PII], um, so for reporting your uh policy, uh, we will go, we can go ahead and issue you a letter, um, that will have all the information about your premiums amount and also an electronic funds transfer.
[AGENT][NEUTRAL] Forms that you can fill out um with your bank information if you decide to send us um if you want us to draft um your premium out of your bank account um monthly, quarterly, semiannually or annually that will depend on you um another we will list another method of payment as well which is a um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send us a check. Um, excuse me, that's another option, um, and you just have to sign the consent form, um, that you are willing to for your your policy. Um, how, if you would like me to email or mail the letter to you that, I mean, that's depend on your, depending on your preference. I can work on that really quick and send that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, yeah, if you wanna email, I mean, well, mail it to me because the email you all have is the work address email and I don't have that email.
[CUSTOMER][NEUTRAL] I mean, I don't think I can get into it.
[AGENT][NEUTRAL] Um, I can
[AGENT][NEUTRAL] Um, I can update your email address if you would like me to do so and send it directly to um to yours.
[CUSTOMER][NEUTRAL] Mhm. Yeah, because the, the email that I had or that they have is the school email and I don't think I can. I have a um.
[CUSTOMER][MIXED] You know what, it would be better if you mailed it to me. I, I like everything.
[AGENT][POSITIVE] All right. I can
[AGENT][NEUTRAL] And paper. All right, I understand. Um, the address was verified and is correct, good address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][POSITIVE] Perfect, um, I will.
[CUSTOMER][NEUTRAL] And it's 7566.
[AGENT][NEUTRAL] Mhm. I will go ahead and um work on that letter for you. It will have all the forms attached so you can just fill them out and send it back um to the same address that is listed in there. Um, all right. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do that my concern is, do I need to give a payment uh right away, you know, like the because I was told it's still 1968, which that's fine with me. I don't have a problem with it. Uh, I just don't want it to get canceled from here that I mail it and mail it back as far as the information as far as direct deposit, I mean direct, you know, ACH, in other words.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, let's see.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, we have it and we haven't received the last payment yet, so, but it will go ahead, it will, um, cancel as [PII]. Um, you have 30 days after, um, [PII], uh, to go ahead and send us back the paperwork. Yes, we do have a um a grace period of 30 days, so you don't have to worry about it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] 30 days.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, we are also aware that mailing, um, paperwork sometimes takes longer than a week or two, so we are considering in regards to it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. That sounds good. I just, I just wanted to keep it because I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You never know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, sounds good then I'll wait I'll wait for that in the mail and then I'll I'll, you know, fill out the paperwork as far as, um, automatically taking it out of my checking account.
[AGENT][POSITIVE] Yes, that sounds good. All right, Ms. [PII]. Is there anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, well thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you. mhm Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.