AccountId: 011433970860
ContactId: 42b0a56f-63f3-4185-8bae-5e2a8bf90b00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280190 ms
Total Talk Time (AGENT): 151791 ms
Total Talk Time (CUSTOMER): 119256 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/42b0a56f-63f3-4185-8bae-5e2a8bf90b00_20250409T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is so. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I am trying to port coverage um to from uh APL to, um, I guess I, I don't know from my, my in my um office that no longer carries it. so my question is I need to make sure this policy is for me and my husband.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that information. And may I have a callback number just in case?
[CUSTOMER][NEUTRAL] And I need to find out how much.
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 025.
[CUSTOMER][NEUTRAL] 354-76
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. So, it looks like on this one you had, um, it was for yourself and your spouse. So it's a couple's policy.
[CUSTOMER][NEUTRAL] OK, I just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh let me check and see if you still can support this policy, OK? Bear with me just a second, let me get customer service on the line. Mhm. Yeah. Go ahead.
[CUSTOMER][NEUTRAL] Let, let me tell you this though if you don't mind. I've got this the I received it and I've got my comp and she said to attach this uh.
[CUSTOMER][NEUTRAL] Confirmation I mean the postage receipt when I received it I received it on [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And you received that from the employer?
[CUSTOMER][NEUTRAL] She says make sure when you fax it.
[CUSTOMER][NEUTRAL] I see I received it from APL.
[AGENT][NEUTRAL] From [PII] OK.
[AGENT][NEUTRAL] Let me OK.
[CUSTOMER][NEUTRAL] And she said when I figure out this form when I complete this form to fax it, make sure you fax a copy of that that um mail receipt.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, yeah, yeah, it does. Let me see. OK, so you spoke to Mr. [PII], yeah, uh, let me, um, they can give you better information on their customer service because they're the one that handles the supporting of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's what I was trying to determine and see what, what's going on. I see that you spoke with them. Yeah, [PII]. No, it's fine. It's OK. Don't worry. Um, so let me get them, get them on the line and ask them because you need to know how much is the policy, correct?
[CUSTOMER][POSITIVE] And I got in your way. I'm so sorry.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEGATIVE] Yeah, I just wanna know. I think it's, she told me I think it's 25 $48 a month, and I know that I just need to send in for April 00 [PII] I can't even talk January through April and then send in the EPL, the EFT for May.
[AGENT][NEUTRAL] Man.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. Oh yeah, that sounds, yeah, that sounds, that sounds correct. Yeah, the policy amount is $25.48. I do see that here. Um.
[CUSTOMER][POSITIVE] But I just wanna make sure it's right.
[AGENT][NEUTRAL] Yes, and yeah, you just need to fill that out and send the um the payment information if you want it electronic or if you need a paper um bill to be sent out to you. I think the paper bill is only for yearly.
[CUSTOMER][NEUTRAL] Well, I'm, well, do I need to have a, um, do I just need to do a debit for that amount or do I just write the check and then and mail this in?
[AGENT][NEUTRAL] OK. For the past amounts, you will have to send a check. That's how it usually works um from January to April. And then if you want us to do like the draft after that, you'll go ahead and fill out the information of the draft so it can take, um, the draft starting on the next month, which is May. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, well you have been so helpful I greatly appreciate it.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][POSITIVE] No, I'm hoping to leave y'all alone, but thank you so much.
[AGENT][NEUTRAL] No, it's OK. It's just fine. You can call us if you have any questions or concerns. We're here to help. Yeah, um, yeah, looks like you just need to fill that information out and send it to us, OK?
[CUSTOMER][POSITIVE] OK, thank you again. Have a great day.
[AGENT][POSITIVE] You as well, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.