AccountId: 011433970860
ContactId: 64ad186c-48b8-4bdb-9378-cfd02c67abcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284049 ms
Total Talk Time (AGENT): 140097 ms
Total Talk Time (CUSTOMER): 127774 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/64ad186c-48b8-4bdb-9378-cfd02c67abcd_20250327T18:30_UTC.wav
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[AGENT][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question for you. I had an APL policy last year through my employer, and then my employer, um, discontinued the APL plan, and I was considering, uh, continuing the plan, but the paperwork that I received, I just got just two days ago, but it doesn't have anything as far as premiums it doesn't have any detailed information.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your name and the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the policy number is 0253.
[CUSTOMER][NEUTRAL] 571 9 for Rosa White.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] [PII]. The address is [PII].
[AGENT][POSITIVE] OK. And uh good callback number and your email address.
[CUSTOMER][NEUTRAL] I'm sorry, say that one more time.
[AGENT][NEUTRAL] And can I get a good callback number just in case we're disconnected and an email address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a different email address than that. Um, 00, it's your work email address. Um.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes ma'am, let's see.
[CUSTOMER][POSITIVE] Yeah, that's my work one. You can use either one it doesn't matter.
[AGENT][NEUTRAL] OK. And um
[AGENT][NEUTRAL] You're calling about the premium because you're wanting to continue it. The, the premium is 3950, is $3950 per month.
[CUSTOMER][NEUTRAL] I'm considering it, yes.
[AGENT][NEUTRAL] And I will let you know uh the form that we mailed out is not the correct form. I would have to email you the correct form.
[AGENT][POSITIVE] Um, I, I do apologize for that mix up.
[CUSTOMER][NEUTRAL] Uh, what form you you sent me, yeah.
[CUSTOMER][NEUTRAL] It says you sent me the policy owner's request to port coverage.
[AGENT][NEUTRAL] Right, and there's a different form that needs to be filled out instead of that one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Would you like for me to email that to you?
[CUSTOMER][POSITIVE] OK, if you can email it to me that'd be great, sure.
[AGENT][NEUTRAL] Which email did you want me to email it to?
[CUSTOMER][NEUTRAL] You can do the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I will get that right to you. Uh, is there anything else I can help you with, or?
[CUSTOMER][NEUTRAL] OK then
[CUSTOMER][NEUTRAL] Um, will it have instructions for payment and how they, how much I have to pay like, is it quarterly or can they do it monthly? Will it have that detailed information on that letter?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] You can do it quarterly, um, I mean monthly if you want to do a monthly bank draft, uh, but if you want us to mail you a bill, it would have to be quarterly, semi-annual, or annually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you do oh.
[CUSTOMER][NEUTRAL] Yeah, I'll just do a bank draft it's OK, yeah.
[AGENT][NEUTRAL] Yeah, you do uh January, February and March already.
[AGENT][NEUTRAL] Uh, on the policy, such as, uh, either send in a check for those 3 months or give us something in writing that we can draft it current and then it'll draft for 4 months in April and then it'll go back down to the 1 month after that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you want a bank draft, but if you wanna.
[CUSTOMER][NEUTRAL] So it's gonna draft for [PII] yeah.
[CUSTOMER][NEUTRAL] So you're gonna draft January, February, March.
[AGENT][NEUTRAL] We would need something from you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know, no, I know because you need my routing information. I'm aware of that, but you'll need January, February and March, and then when you draft, you'll be also drafting April, May, June?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Or not?
[AGENT][NEUTRAL] If you want us to do a quarterly bank draft, you know, you would need to write that on there as well.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] But if you're doing on a monthly bank draft, it would.
[CUSTOMER][NEUTRAL] No, I want it monthly, yeah.
[AGENT][NEUTRAL] OK, we would just do the, the 3 months. In April, we would do 4 months for January, February, March, and April. Then in May, it would go back down to 11 month.
[CUSTOMER][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] And then, yeah, from then on it'll just be the 30,950.
[CUSTOMER][NEUTRAL] OK, that's fine that's not a problem, yeah, if you don't mind sending.
[CUSTOMER][POSITIVE] That's fine, yeah, if you don't mind just sending that over to me that'd be great.
[AGENT][POSITIVE] All right, I will get that right to you and.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][POSITIVE] All right. Thank you for calling APM.
[CUSTOMER][NEUTRAL] Not at the moment thank you uh huh.
[AGENT][POSITIVE] Have a wonderful day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.