AccountId: 011433970860
ContactId: 3ca4f2c0-a1bc-433f-9dc3-cdf8f6c534f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149839 ms
Total Talk Time (AGENT): 55469 ms
Total Talk Time (CUSTOMER): 61488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3ca4f2c0-a1bc-433f-9dc3-cdf8f6c534f4_20250320T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I received a letter from APL.
[CUSTOMER][NEUTRAL] Um, it's like an a policy owner request report coverage, and I don't remember doing anything with APL, so I was just wondering what is this what this is for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is that policy number on the, on the letter?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 442-355 and it's accidental injury.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And Ms. [PII], uh, do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[CUSTOMER][NEUTRAL] [PII] uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you were calling about the port letter. Um, this was an accident policy that was taken out through Higginbotham Insurance Agency, and I believe they changed to another company, so we were offering if you wanted to continue it with us, if you did not want to take theirs.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That you could continue the policy.
[CUSTOMER][NEUTRAL] Oh, OK, so it's an expansion to the one that we moved, got it, got it, got it, got it, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, if we wanna continue and pay outside of the.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Outside my own premium, yeah, OK, got you. OK, I just wanted to verify I'll take a look at it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do you know what the premium is?
[AGENT][NEUTRAL] Um, $11.01 per month.
[CUSTOMER][NEUTRAL] And what's the coverage amount? Because I can't remember.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I would have to get somebody in the benefits department that could look that up for you.
[CUSTOMER][NEUTRAL] OK, and it's for the accident injury. OK, no, that's fine. I'll take a look at the prior policy we have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's about it. I appreciate your help thank you.
[AGENT][POSITIVE] All right, well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.