AccountId: 011433970860
ContactId: 59c9f9c9-6d47-491f-a89b-00c594bc7c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425119 ms
Total Talk Time (AGENT): 233035 ms
Total Talk Time (CUSTOMER): 196034 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/59c9f9c9-6d47-491f-a89b-00c594bc7c87_20250331T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. So I have an insured on the line who's received a letter regarding porting his policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's on policy number 253-548-8.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so he's calling to talk about that, and [PII], there, this policy is also not in on pace.
[CUSTOMER][NEGATIVE] There's nothing. There's not a letter. There's nothing when I put in this policy number and all these.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's, there's no documents found of any kind.
[AGENT][NEUTRAL] Um, I think there's an issue with all the actualizations with the letter writer that is not um imaging the letters that are going now into on base. I know that.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well, that's a terrible thing.
[AGENT][NEUTRAL] I know we, I.
[AGENT][NEUTRAL] The people in tech support say that they are there but we just don't know where um.
[AGENT][NEUTRAL] But I, I do know that a lot.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK. Well, maybe they can find them. Mhm.
[AGENT][NEUTRAL] I know that um for this um group, I have been receiving a lot of calls and even though they were um last [PII], they are just getting these letters, so I guess we are being um aware of that. So, um, yeah, we can, we can take information.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK, so he's, yeah, he wants to continue, yeah, he wants to continue the policy and everything, but I just wanted to let you know if it's reactivated, you know, to request that the policy be put in on base because the policy is not even there and it was issued a long time ago. It was issued in [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. Yes, I will actually talk about it with [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, perfect. Well, um, he's fully verified and I did not discuss the OSC with him since the policy is lapsed and he cannot set it up as long as it's lapsed, so we did not talk about that.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But anyway, OK, well my stand, so are you ready for him?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much. Have a good afternoon.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good, [PII]. How are you?
[AGENT][POSITIVE] I'm doing great. I was just advised that you have a couple of questions about porting your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I, I, I'm just wanting to know, you know, because I think it was on, uh, as a group, you know, with my company and, and they dropped it or switched carriers or whatever, and I sort of wanted to keep it, you know, I got that this letter week before last. I was out of town last week and anyway, uh, can I just put this thing on credit card? Would that work to catch it up and start drafting it out of my uh credit card?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, you can, but um we, since it is uh bank information, new bank information, we need it in written request. So with that portability letter that you received, there should be an electronic funds transfer, um.
[AGENT][NEUTRAL] Form to fill out where you can put all the bank information and um we can um set up a draft date whichever date you prefer to uh would like to write it down um and we will go ahead and take that payment as soon as we receive it we will go ahead and schedule those payments um from January to current.
[CUSTOMER][NEUTRAL] OK, but, but you, I can't give you like my Mastercard or whatever and, and catch it up and you can just draft my Mastercard. Will that work?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, not through the phone since it, it, it is um new bank information. Um, if the policy was active, then yes, we could do that, um, take the phone payment, but since it has been lapsed. Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, but, but, but, well, I just, OK, would I just put a voided attach a voided check to it, I mean a voided, uh, blank check, is that what you wanna do and if the my, you know, is that what you need?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, the methods, yes, well, it depends on how would you prefer to pay us. If you want to send us a check, um, we don't have a monthly payment to receive checks, we only have it quarterly, semiannually or annually for you to send us a check. Um, if you would like to send up a monthly payment, you can um send us your bank information.
[CUSTOMER][NEUTRAL] If I mail this in?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, I'd, I'd rather just pay well, I'd rather just pay it annual, but how, how much will I owe annually?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, allow me just a second to calculate the amount.
[AGENT][NEUTRAL] And currently we'll have a coverage for you and your spouse, um, for both of you. The monthly premium is for $39.50. So we multiply that for 12, which is the 12 months of the year, that will be $474.
[CUSTOMER][NEUTRAL] OK, so if I take a check in the mail with this, I mean, what, what, what would they do in the future? Will they just wrap my my account or what?
[AGENT][NEUTRAL] No, if you would like us drafted from your account.
[CUSTOMER][NEUTRAL] Oh, I, I, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I, I would, well, I just pay it annually. You just bill me annually from this, this point on, is that the way that would work?
[AGENT][NEUTRAL] Um, if you send us a check, um, you will have to be sending us a check every year. If you would like us to draft it from your bank account, you will have to fill out that bank electronic funds transfer, mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, uh, but, but, but, but, but you would bill me once a year if I just send you a check, am I correct? It'd be just annual, annual pay of the $474.
[AGENT][POSITIVE] Yes, yes, yes, that is correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and I make that I, I, I make that check table just APL.
[AGENT][NEUTRAL] Mhm, yes, APL and you write down the policy number, um, which I can provide if you don't have it, um, and that will be the amount that um you would like to pay.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I got you. Well, that policy number is 02535488. Am I correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, well I'll, I'll get you check in the mail today.
[AGENT][NEUTRAL] All right, Mr. [PII], um, mhm. And is there any other questions I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That will be it. Thank you.
[AGENT][POSITIVE] All right, thank you. I hope you have a nice day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye-bye.