AccountId: 011433970860
ContactId: 644e9af3-5dc8-4858-8075-956855e3c43f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302739 ms
Total Talk Time (AGENT): 189561 ms
Total Talk Time (CUSTOMER): 109826 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/644e9af3-5dc8-4858-8075-956855e3c43f_20250502T13:17_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 he's calling to find out about uh converting his reporting his policy. He is about to retire.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] In about a week and so anyway he's fully verified. I've emailed him information too on the OSC and his policy number [PII] is going to be 549.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 787.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] All right, I have it pulled up.
[CUSTOMER][NEUTRAL] OK, and again I verified all of this information and updated things that needed to be updated as well.
[AGENT][POSITIVE] All right. Thank you very much. You can go ahead and send him.
[CUSTOMER][NEUTRAL] All right, well, you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], well thank you so much. Have a great weekend if I don't talk to you again.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, this is [PII] and this is [PII] in customer service. I was just advised that you are inquiring information about porting your policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] About what my policy?
[AGENT][NEUTRAL] About porting your policy, continuing your policy with us?
[CUSTOMER][NEUTRAL] Porting, OK, I thought you said parting porting, OK, I don't wanna part with it. I wanna, I, I can port it though. OK, yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes. All right. Um, the the quickest way, um, I, I was also advised that you retire in a week. Um, so the quickest way that I can get the paperwork sent to you, um, is via email. Would that work for you?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's perfect yes ma'am. Do you have that email so I just give it to, uh, I just give it to her and she sent me something.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Um, just to verify, it is correct, it's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, that will be the email I'll be using to go ahead and send you the um portability letter which will contain um the premium amounts that you um.
[AGENT][NEUTRAL] Um, we will be paying. I do see that the policy is family coverage, so that will be $36.25 for each month. Um, we will be listing in that um letter on the amounts if you decide to pay um monthly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Quarterly, semiannually or annually, um, for direct billing we, we do not offer uh monthly billing we only have monthly billing through, um, electronic funds transfer or bank draft, um, that form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Will be included in that um letter copy that I'll send to you um and other than that once you have it all filled up you can just email it back to the um care team at a public email you it will be listed under um the email.
[CUSTOMER][NEUTRAL] So what time frame would I need to send that say you start what date? What date am I current to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, since, um, I'm not sure how it would work from your employer if they will still pay for the May um premium, but it will be 30 days after um they stop paying us the premium. So if they cover for May, you will have um from May 30, 30 days if they stop cover um covering.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At the end of April, then you have 30 days from um from yesterday.
[CUSTOMER][NEUTRAL] In April
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] From yesterday, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I should, I should be able to get this back in time if I, if I get that done and email it say Monday latest we should be good, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh yes, that will be, that will be pretty much enough time, but I will go ahead and work on the policy since it is um personalized um for all those premiums, it will take me about 15 to 30 minutes and you should receive it shortly after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just fill that out in, in what manner I wanna pay it and then I can pay it in in three different ways monthly or quarterly or uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, mhm.
[AGENT][NEUTRAL] Seannually or annually. Mhm, yes, it will be all listed in the, in the, mhm, it will be all listed in the, in the letter. Mhm.
[CUSTOMER][NEUTRAL] Yearly, is that correct?
[CUSTOMER][NEUTRAL] Oh, semi OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, it'll be on there, OK.
[CUSTOMER][POSITIVE] And just choose the one I want. OK, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, well thanks for your time [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.