AccountId: 011433970860
ContactId: 3fee4fdc-3ad3-4f5d-8b3a-cfd28d61a908
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273559 ms
Total Talk Time (AGENT): 156115 ms
Total Talk Time (CUSTOMER): 85839 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3fee4fdc-3ad3-4f5d-8b3a-cfd28d61a908_20250228T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm glad it's Friday.
[AGENT][POSITIVE] Yay.
[CUSTOMER][POSITIVE] I'm glad it's Friday. So I have a very nice lady on the line with policy number 784.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 299.
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she has is calling because she will be retiring as of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is just wanting to get some um information on her options of either continuing or canceling the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's what and she's fully verified and she is on the OSC already.
[AGENT][NEUTRAL] All right. Let me pull up really quick her um certificate and then you can go ahead and transfer her.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Yeah. Mhm. Just let me know when you're ready.
[AGENT][POSITIVE] Mhm, thank you.
[CUSTOMER][NEUTRAL] She essentially said she's just trying to get her ducks in a row, you know.
[AGENT][POSITIVE] Yes, better now.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Alright, I got it pulled up.
[CUSTOMER][POSITIVE] All right then well thank you so much and I hope you have a great weekend, [PII] if I don't talk to you again.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII]
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well.
[AGENT][POSITIVE] That is great to hear. All right, I was just advised that you'd like to have information about porting your policy with us once you retire.
[CUSTOMER][NEUTRAL] I do, yes, what the cost will be and.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And how that is handled, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I need to know.
[AGENT][NEUTRAL] All right. I have here that, let's see, continuation.
[AGENT][NEUTRAL] OK, you are able to port it. Um, the premium, the monthly premium you you will be paying is $26.10. What up, what comes up to um $313 with 20 cents annually. Um, you have the option to either send us a check, um, quarterly, semiannually or annually.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, as a method of payment or if you would like to um pay uh via bank draft that can be monthly, um, quarterly, semi annually or annually. Um the form that we will be sending to you will have that, um, electronic funds transfer if you decide to pay us via bank draft, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that would be pretty much it. It they will have another form that it will request your signature that you are indeed willing to to keep the policy with us. Um, as for that, I believe that is all in our end. I can mail or email the port portability letter to you, whichever you prefer.
[CUSTOMER][NEUTRAL] Um, email is fine and that is on file so that should not be a problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect. Um, I can work on that letter for you. It will take me a little bit of a minute because it's kind of personalized, um, letter, uh, but I will say in 20 to 30 minutes you should receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do you have any other question, Ms. [PII]?
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, I am good. I am good.
[AGENT][POSITIVE] Perfect. Well,
[CUSTOMER][NEUTRAL] That's all I need.
[AGENT][POSITIVE] Alright, that sounds great. Well, thank you for calling APO and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK bye bye.