AccountId: 011433970860
ContactId: 43cef2b6-6dc4-4afa-896b-8aa012041f4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259700 ms
Total Talk Time (AGENT): 132581 ms
Total Talk Time (CUSTOMER): 78873 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/43cef2b6-6dc4-4afa-896b-8aa012041f4c_20250404T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team and I've got an insured on the line that wants to talk about her portability on her um plan.
[AGENT][NEUTRAL] Alright, what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 253.
[CUSTOMER][NEUTRAL] 5976.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I have verified all of her information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just I said you have a couple of questions about your portability.
[CUSTOMER][NEUTRAL] Yeah, I just don't know what premium it said the mail a check back and I'm just trying to figure out how much the premium is and what to put on the phone too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, OK, um, the premium is $18.37 a month.
[AGENT][NEUTRAL] For individual coverage. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh and.
[CUSTOMER][NEUTRAL] OK, OK, all right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And depending on, um, yes, can you hear me?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Yes ma'am, now I can, yes, I'm sorry.
[AGENT][NEUTRAL] Alright, um, and depending how would you uh prefer to pay us, um, that will be depending on how we will, um, charge every month, um, whether if it's bank draft, um, the $18 337 cents will be charged each month if you decide to go, um, quarterly, semiannually or annually, that will depend on you. Mhm.
[CUSTOMER][NEUTRAL] OK, how much is it if it's annually?
[AGENT][NEUTRAL] Um, annually we would just, um, charge the $18.37 times 12, and that will be $220.44.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] OK, OK, alright, so whichever one I mark, whichever one, that's the one that I would need to send the check amount, uh, back to y'all with this form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes. Mhm. And if you are going to um set it just for let's say you sending us a check, um, we don't offer the option for monthly it would be only have to be quarterly, semiannually or annually.
[CUSTOMER][POSITIVE] Alright great thank you so much.
[CUSTOMER][NEUTRAL] OK, and if I wanted to do it monthly then how would I do it then? Y'all just draft it when y'all got it or?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, we will, um, we are able to draft it for from your bank account. Um, I believe that the portability has an electronic funds transfer form, um, where you can enter all you just sign it and send it back to us, um, to the email to our email, um, fax or um mail it back to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so let's see, uh, your fax number.
[CUSTOMER][NEUTRAL] Uh, let's see is that on here.
[CUSTOMER][NEUTRAL] I see what's your, what's your fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, otherwise I can just email it back to the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] The email that I received [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Is that who I'm gonna email it back.
[CUSTOMER][POSITIVE] OK, alright, great, thank you so much. I appreciate your help. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. You have a nice day.
[CUSTOMER][POSITIVE] Thank you ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.