AccountId: 011433970860
ContactId: 686ed611-74e7-49b7-a0bc-abff68bc0faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489440 ms
Total Talk Time (AGENT): 202245 ms
Total Talk Time (CUSTOMER): 175257 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/686ed611-74e7-49b7-a0bc-abff68bc0faa_20250324T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I have a member on the line that I've verified, um, that would like to talk about porting this coverage.
[AGENT][POSITIVE] OK, OK, I can help you with that.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 253-527-77.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can talk with you.
[CUSTOMER][NEUTRAL] OK, I'm gonna transfer him over. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK transferring him now thank you so much.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] Hi, I am good. How are you?
[CUSTOMER][POSITIVE] I'm good too, yeah, it's a beautiful day.
[AGENT][NEUTRAL] Yes, it is. It is here too.
[AGENT][NEUTRAL] Um, but [PII].
[CUSTOMER][NEUTRAL] That's I know it's about time is all I'm saying.
[AGENT][POSITIVE] You've got that right. Yes, sir.
[AGENT][NEUTRAL] Um, I understand you want to support this policy.
[CUSTOMER][NEUTRAL] Yeah, that's that's why I was calling. I got, I just got the letter.
[CUSTOMER][NEUTRAL] So, uh, I don't know, it's been a while, but I evidently that you guys just processed my termination of the policy, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Anyway, yeah, how much does it cost?
[AGENT][NEUTRAL] Now this is, it's 43.77 monthly and you do have family coverage.
[CUSTOMER][NEGATIVE] Yeah, it's cancer and specified disease.
[AGENT][POSITIVE] Yes, sir, that's right.
[CUSTOMER][POSITIVE] Yeah, let's let's keep it.
[AGENT][NEUTRAL] OK, OK, now did you receive the portability form to fill out from us?
[CUSTOMER][NEUTRAL] Uh, policy owner, uh, and then electronic funds transfer, yes.
[AGENT][NEUTRAL] OK, yes sir, now we will need that filled out and sent back to us, but you can email that or fax it or of course you can send it the regular mail, but there are other options, you know, just letting you know that, um, but we do need that portability form filled out and if you do want to pay it on a monthly basis, it does have to be by bank draft, but we can also set it up on a quarterly billing or annually or semi annually just whichever you prefer.
[CUSTOMER][NEUTRAL] Um, yeah, I mean, I think, you know, setting it up annually is fine.
[AGENT][NEUTRAL] OK, yes sir.
[CUSTOMER][NEUTRAL] Um, I can do that.
[CUSTOMER][NEUTRAL] What, what would be the annual?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's 5:25 24.
[AGENT][NEUTRAL] Annually.
[CUSTOMER][NEUTRAL] And um I'm the policy owner's name.
[AGENT][POSITIVE] Yes, sir. Yes sir.
[CUSTOMER][NEUTRAL] And uh looks like uh the product to port, is there a certain product name? Just cancer and specified disease or?
[AGENT][NEGATIVE] Um, yeah, just cancer. You can just put cancer on there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, certificate number 02535277.
[AGENT][POSITIVE] That's right, yes, sir.
[CUSTOMER][NEUTRAL] And then it has um.
[CUSTOMER][NEUTRAL] Employer name, what is that?
[AGENT][NEUTRAL] Um, that would be Higginbotham Insurance Agency.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so Higginbotham.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And date it today.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thanks, [PII].
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] Um, put my address, my email, it has bank name, branch name, bank address, last name, do you need the social security number?
[AGENT][NEUTRAL] Uh, no, sir, we do not, and if you are wanting to pay this annually, um, you know, you can just pay that by check. We don't need that EFT form filled out.
[CUSTOMER][NEUTRAL] Oh, OK, just pay it by check.
[AGENT][NEUTRAL] Yes, sir, or you know in a couple of days you can call in and pay over the phone, um, by credit card, but either way works.
[CUSTOMER][NEUTRAL] But so I can't pay today by credit card?
[AGENT][NEUTRAL] No, sir, um, the policy actually does need to be transferred over to a different number, um, and, and you know it's not, it would have to be active before we can take payments.
[AGENT][NEUTRAL] And so that does take a little bit, 2 to 3 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you don't mind.
[CUSTOMER][NEUTRAL] So call back in 2 or 3 business.
[AGENT][NEUTRAL] Yes sir, at the bottom of that form if you wouldn't mind.
[AGENT][NEUTRAL] Putting that that you intend to pay annually and you were gonna call in, um.
[AGENT][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and just now when I call back, is there another option to speak to the department that.
[AGENT][NEUTRAL] Um, no, sir, just the way you called today, just the same thing, that [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I think I got transferred to you, but OK.
[CUSTOMER][POSITIVE] Very good. Well, thank you.
[AGENT][POSITIVE] Oh, that's right, you sure did. Oh my gosh.
[CUSTOMER][NEUTRAL] Well, I hit option 4 and then the young girl [PII] transferred me to you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes. Yes, sir. That's right.
[CUSTOMER][NEUTRAL] And then I'll call back in a couple of days maybe uh today's Monday so maybe Wednesday or you think Thursday?
[AGENT][NEUTRAL] Maybe Thursday, give it Thursday.
[CUSTOMER][NEUTRAL] OK, and then just let him know I wanna pay.
[CUSTOMER][NEUTRAL] For my cancer policy to port it and and wanna make a credit card payment over the phone?
[AGENT][NEUTRAL] Yes, sir. Yes.
[CUSTOMER][NEUTRAL] And refer to it, is there a policy number or just the cert number?
[AGENT][NEUTRAL] Um, it will be the er number, but we don't have that yet, your new number.
[CUSTOMER][NEUTRAL] Oh got you OK it'll transfer to a new number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] Well, I'm gonna do that
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] And I appreciate your help, [PII].
[AGENT][POSITIVE] You are welcome. Um, do you
[CUSTOMER][POSITIVE] Have a wonderful afternoon.
[AGENT][NEUTRAL] You too, but do you need that email address to send that to or do you have that?
[CUSTOMER][NEUTRAL] Oh what? Oh, I can email what am I gonna email this uh.
[CUSTOMER][NEUTRAL] This application form ported.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, what is that?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well that is awesome. I'm gonna do it right now.
[AGENT][POSITIVE] That's perfect, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, [PII]. Have a great one.
[AGENT][POSITIVE] You are welcome. You too. You too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.