AccountId: 011433970860
ContactId: 47427359-a855-4dbe-89d3-9d46921676ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276480 ms
Total Talk Time (AGENT): 84539 ms
Total Talk Time (CUSTOMER): 138255 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/47427359-a855-4dbe-89d3-9d46921676ce_20250204T14:19_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. How are you? My name is [PII] I, I'm, my name is [PII] and I retired from the write at school. Anyway, I've received this form.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Uh, and I'm not quite sure it's group term life insurance is the product. I'm not quite sure exactly what all I'm supposed to do with this.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] Um, 02.
[CUSTOMER][NEUTRAL] 333.
[CUSTOMER][NEUTRAL] 264
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII] old.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] You say what the.
[CUSTOMER][NEUTRAL] Hello, for half of the child.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEGATIVE] And he's desperate
[CUSTOMER][NEUTRAL] Is that right? Oh, so now you're still a strong finishes or pass this far. That's all everything they got from before I even had them out of box, just her bought, not one thing that you can think of. Everything came out of my pocket or my mom or my dad not one out one thing left at all.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing address and email address, please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] and what else was it?
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] Oh, [PII], it's my name, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And so what is the heading of the letter? Is it a letter uh asking if you want to continue your um coverage?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Policy, it says policy owner request to port coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have, what do port coverage, what does that mean?
[AGENT][NEUTRAL] That means if you're no longer employed with your employer, you have an option to continue with this policy, but you would pay it yourself.
[CUSTOMER][MIXED] OK, but it would be at the same rate.
[AGENT][NEUTRAL] Is that what the letter says?
[CUSTOMER][NEUTRAL] No, the letter doesn't say anything about any money. It just says your insurance company plan offers a portability benefit. Portability is the option to.
[AGENT][NEUTRAL] Mhm. Read the
[AGENT][NEUTRAL] Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] Portability is an option to take certain employee benefits with you, should you retire, which is what I did. I retired.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's giving you an option to keep this policy if you want to, so you would just complete uh the sections that it's requiring you to complete.
[AGENT][NEUTRAL] Send that back to American Public Life.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then they'll reach out to you once they receive the letter stating that you would like to continue this coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because then it's asking for my bank account number to transfer funds and stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so if you elect to keep the coverage they'll just auto draft your account.
[AGENT][NEUTRAL] That's what that is.
[CUSTOMER][NEGATIVE] OK, so there is no money involved. There's no, there's no like, there's no money that they owe me if I choose not to have this policy.
[AGENT][NEUTRAL] If you, if you would like to.
[AGENT][NEUTRAL] You know, if you choose not to have it, no premium is due you if you choose to keep the policy they would draft your premium amount from your account because you would be responsible for paying your premiums now since um you're no longer you're retired.
[CUSTOMER][POSITIVE] OK, alright, thank you for your time.
[AGENT][POSITIVE] Mhm. Mhm. That's what it is. All [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, thanks a lot.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.