AccountId: 011433970860
ContactId: 4018c1cc-20a1-4793-a47e-d86adba5875a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434410 ms
Total Talk Time (AGENT): 215053 ms
Total Talk Time (CUSTOMER): 192035 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4018c1cc-20a1-4793-a47e-d86adba5875a_20250131T18:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you? Hey.
[CUSTOMER][NEUTRAL] I'm good, thank you. OK. Um, I have a, a member on the line that, um, she's calling because she has retired and she wants to support the policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 1625371.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes, Ms. [PII] and I fully verify her the callback number is the same one in the system.
[AGENT][POSITIVE] OK, all right, thank you.
[CUSTOMER][POSITIVE] You're welcome. Are you ready for her?
[AGENT][NEUTRAL] Uh yes, yes, yes.
[CUSTOMER][NEUTRAL] I think there's a new number. I don't know if you need that one or you already have it pulled up.
[AGENT][POSITIVE] OK, I do have it. Thank you for saying that.
[CUSTOMER][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] All right, OK, alright, well, here she comes.
[AGENT][POSITIVE] All right, thank you. You too.
[CUSTOMER][POSITIVE] Have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. Um, now, so I was just telling me that you're retired and you want to keep your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now a couple of things I, I will need to send you some paperwork to fill out and it's basically just sign in saying that you want to keep the policy, but I can mail that to you or I can email it just either way you want to receive it.
[AGENT][NEUTRAL] Um, and you
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Probably mail it to me. How would I get it back if you emailed it to me?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, now, you could, you know, it does have to be signed. So if I email it you would have to scan it back in and email it back, or if you could print it out and just mail it in.
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess just mail it to me because I don't have a printer.
[AGENT][POSITIVE] OK, OK, yes ma'am, I sure will.
[AGENT][NEUTRAL] Um, and also we do before we can port the policy we have to wait for the school district to let us know to remove you from their billing and they have not done that yet and sometimes it does take 3 or 4 weeks um before they let us know, but I will go ahead and get that paperwork out to you for sure, but I just basically will let you know you have plenty of time, you know.
[CUSTOMER][NEUTRAL] OK, because the
[CUSTOMER][NEUTRAL] OK. Well, the thing is, uh, I, I mean, I've called the school and they have said I was retired as of the [PII] and the people that sold the policy to us said that they have it on their record and they did say it would take you a while, maybe. Uh, I don't know if it's currently paid as of December or January, but what if I had a heart attack tomorrow? Would I be covered?
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, you would because your policy is still active, um, it's just that transition between them letting us know and then us getting it um switched over to you as you paying for it instead of the school district, um, but no, you're still covered and it does show that they have paid for the month of January.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so they did pay for January.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, paid for January, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK. I'm just, I'm just afraid if something happened between the transaction, you know, that I wouldn't be covered, but anyway, so.
[AGENT][POSITIVE] But you would definitely be covered because we understand.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You would be. I'm gonna put notes in the system, you know, that we are, um, that you have called and you do intend to keep it. And, you know, don't worry about anything like that because you would be covered.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, OK, alright, OK, well, I guess send it to me. I'll sign it. I'll mail it back and whenever y'all get that I have been taken off the them, then y'all have the paperwork ready to go.
[AGENT][NEUTRAL] Yes. Yes, ma'am. OK, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And one other thing, there is a 2nd page on that it's portability paperwork that I'll be sending out, but there's a 2nd page that says you agree or do not agree to receive your policy electronically and if you do not agree just mark that you do not agree and if you do agree, um, you would create an online account and view your policy there so on that second page that's just the.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You know, it's just asking if you want to receive it electronically or a mailed copy.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So if you mark, I do not agree, you're perfectly fine. We will mail you a copy if you mark that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With uh the, the new, if I mark that I want a new copy.
[CUSTOMER][NEUTRAL] It would take the place of what I have right now, correct?
[AGENT][NEUTRAL] Um, it is the same, it will be the same benefits, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But so it wouldn't really.
[CUSTOMER][NEUTRAL] That's a different number.
[AGENT][NEUTRAL] You will have a different number, but it is the same benefits and the same premium.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, so if I agree to electronic, this one I have right now in my hand I can just keep this and use this.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. It is the same.
[CUSTOMER][NEUTRAL] OK, OK, OK, I'll make that decision when I get get everything.
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] And I will go ahead and just email you this just so you can see what it looks like, but I'm definitely getting it in the mail for you too.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. OK. OK. That's funny. OK. No, don't mess with that. OK.
[CUSTOMER][NEUTRAL] Is that all you need?
[AGENT][POSITIVE] Yes, ma'am. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, no, you've helped me enough.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. And don't worry about that, you know, these typically do take 3 or 4 weeks to get them situated, so.
[CUSTOMER][NEUTRAL] Yeah, well, see, I just turned [PII] and when you kind of get to that age, anything can happen.
[AGENT][NEUTRAL] I understand that, yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, thank you for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. Thank you. You have a good day and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.