AccountId: 011433970860
ContactId: 400cb2d9-b7e6-46ce-9386-b038732bde73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183669 ms
Total Talk Time (AGENT): 111354 ms
Total Talk Time (CUSTOMER): 56630 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/400cb2d9-b7e6-46ce-9386-b038732bde73_20250512T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] on the care team. I've got an insured who's fixing to retire and she'd like to know is her plan portable and what it could potentially cost?
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 727-026.
[AGENT][NEUTRAL] And what's the insured's name?
[CUSTOMER][NEUTRAL] Insured name is [PII].
[AGENT][NEUTRAL] And the callback number.
[CUSTOMER][NEUTRAL] And I verified her. Callback number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I'm ready for.
[CUSTOMER][POSITIVE] OK, I'm gonna introduce you and then I'll release the call. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, Ms. [PII], I've got [PII] on the line and she's gonna assist you with your questions, OK? Thank you. Thank you.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I am doing good as well, thanks for asking. I've got your information pulled up and the representative that transferred you stated you were calling to see if the policy was portable and if so, how much your premium would be as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so your policy is portable. Um, it looks like you have individual coverage and your premium is $1630 a month, so you will be allowed to keep that premium the same benefits are staying the same. Only thing we're gonna be doing is changing who's responsible for the billing. So what we could do is send you a method of payment letter that gives you the payment options that we offer so you can continue the policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Would you like
[CUSTOMER][NEUTRAL] OK, so I could just have it drawn out of my checking account.
[AGENT][NEUTRAL] Yes ma'am, we do provide an automated bank draft transaction. We send you a form along with that letter if you want, you can just do it on a monthly bank draft and if you have a specific time of the month that works better for you, you just write on the draft form, draft on the [PII] or whatever. If not, we'll make it the [PII] of the month, um, and you should see it come out within 5 to 7 business days afterwards.
[CUSTOMER][NEUTRAL] And it will stay 16 $30 a month.
[AGENT][NEUTRAL] Yes, ma'am. We're not changing your premium in any way or your benefits.
[AGENT][NEUTRAL] You'll be allowed to keep the same plan you have that you currently have now with the group since [PII].
[CUSTOMER][POSITIVE] Well, [PII], I thank you very much and you have a beautiful afternoon.
[AGENT][POSITIVE] You do the same, Ms. [PII]. Keep an eye out for that letter. You should get it in the mail within 5 to 7 business days. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate you very much.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][POSITIVE] Bye-bye. Thank you.