AccountId: 011433970860
ContactId: 694b5761-d434-41da-a163-be8f86e07df7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413660 ms
Total Talk Time (AGENT): 244457 ms
Total Talk Time (CUSTOMER): 84610 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/694b5761-d434-41da-a163-be8f86e07df7_20250128T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have an insured on the phone that's wanting to support two of our policies.
[AGENT][NEUTRAL] All right, Ms [PII], what is one of the policy numbers?
[CUSTOMER][NEUTRAL] It's 253-541-7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other one is 229-044-1.
[CUSTOMER][NEUTRAL] Before [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] The past the 30 days.
[AGENT][NEUTRAL] Um, OK. Uh, did you verify all the information?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] alright you can go ahead and transfer.
[CUSTOMER][POSITIVE] Alright thanks here she comes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Thank you for asking. Uh, so, Ms. [PII] was telling me that you're calling in to see about supporting your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let's see. Let me take a look. Give me just a moment.
[CUSTOMER][NEUTRAL] I retired at the end of the year, but I also know that the Higginbotham Group plan terminated at the end of the year.
[AGENT][NEUTRAL] OK. And did you get any um anything in the mail for you to continue?
[CUSTOMER][NEUTRAL] I haven't. That's why I called because um.
[CUSTOMER][NEUTRAL] You know it's getting towards the end of the month and I know a lot of them it's 31 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Past termination, so I thought I better give you a call.
[AGENT][NEUTRAL] Right, right. All right. So let me take a look.
[AGENT][NEUTRAL] So you're wanting, you had a hospital indemnity and a cancer policy?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Just making sure that hospital and then you did have a portability rider. Some of those are.
[AGENT][NEUTRAL] For those don't just wanted to make sure and it does. Let me go back.
[AGENT][NEUTRAL] OK, let me check one other thing real quick. I apologize.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Hm, that is weird that you didn't get the
[AGENT][NEUTRAL] But I don't see where we sent it to you, so yeah, I don't see where it was sent at all so I'm gonna get that typed up for you, OK, um, let me see.
[CUSTOMER][NEUTRAL] Well, you had my old address. Oh, OK.
[CUSTOMER][NEUTRAL] We do have a new address though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or if you email it you can email it to my.
[AGENT][NEUTRAL] OK, um, Ms. [PII], the email I have on file was your [PII] email. Can I get an updated one?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, it's, I thought she just updated it, but it's [PII]
[CUSTOMER][NEUTRAL] [PII] 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, she may still be making notes or something and haven't gotten around to it, so I'm just gonna go ahead and do it that way I can make sure I have it because I'm gonna send these documents to you um via email since we are getting close to that 31 day mark. I want to make sure that we have the documentation that um I did send that to you before and um so that we can hopefully do a fast turnaround on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, that was 602-1. You kind of cut out there.
[AGENT][NEUTRAL] Oh yes, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I'll get those out to you um here shortly. I'm gonna have to manually type them up since for some reason the computer didn't um.
[AGENT][NEUTRAL] Populate it and send it to you so I am gonna have to manually type that up so give me just a few minutes and I'll send it out to you and if you could just um send in.
[AGENT][NEUTRAL] You can respond back to the email um which frequency you want to pay in because I'm gonna give you um some different options you have the monthly bank draft and then you have the direct bill options where you can pay an annual semiannual or quarterly payment.
[AGENT][NEUTRAL] Um, so if you could just respond to the email that I'm gonna send you, tell me which frequency that you would like, and if you want to do the monthly, I just need you to fill out an electronic funds transfer form, um, so that we can set up your bank draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you are paid to [PII], so we will need to, if you're gonna do that draft, we will need to get you caught up to current, um, so your first payment would need to be for 2 months premium to catch you up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I can, I can just do direct bill if that's easier for time and then do the bank draft later.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, whichever choice um you want just let me know either way we can uh work it out for you it's not a big deal on our end either, so whichever one you want is totally fine, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, I'm glad I called so I'm now I'm looking through what else I need to do here. It's like, uh oh, so, OK, well thank you very much and I'll, I'll watch for that stuff.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No problem, Ms. [PII]. Well, thank you so much for choosing APL and you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.