AccountId: 011433970860
ContactId: 696a6dfb-274a-4c8e-9433-0762d81194a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318940 ms
Total Talk Time (AGENT): 136633 ms
Total Talk Time (CUSTOMER): 119900 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/2025/03/25/696a6dfb-274a-4c8e-9433-0762d81194a2_20250325T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have received the notice um to make my coverage portable, however, it doesn't say how much it's gonna cost.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, I see, so we're just needing to see how much that new premium would be if you were to continue the policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got you OK uh what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you um can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, just your er number.
[AGENT][NEUTRAL] Oh yeah, yeah, that's it.
[CUSTOMER][NEUTRAL] OK, 02535472.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and they're just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] OK, it's the [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying all of that. Alrighty, bear with me just a moment. Let's take a look here.
[AGENT][NEUTRAL] Alright [PII], I'm gonna put you on a brief hold if you don't mind I'm gonna reach out to our customer service department, uh, see if they can give me that premium amount that this would be.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right thank you um so I've got a member on the line who got a letter from us uh regarding porting her policy and she wants to know how much her premium would be is that I don't know if that's something I can even see.
[CUSTOMER][NEUTRAL] Um, I don't know, uh, so can see that, um, but the premiums don't change when they port, uh, what's the policy number? I can pull it up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I didn't think so, but I wanted to make sure. OK, um, it's uh 02535472.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, he can buy them.
[CUSTOMER][NEUTRAL] All right. Yeah.
[CUSTOMER][NEUTRAL] They have more than one policy that's portable. Let me take a look.
[CUSTOMER][NEGATIVE] OK. Yeah, it's just this one cancer. Yeah, it's um 39.50 uh monthly, but do you need me to talk to him about the
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, that's fine. I just wanted to, honestly, I'm surprised I've never had anyone ask me that before. So I was like that's a good question. I, I just, I didn't wanna say, uh, for sure because I didn't know if it might change, so the premium would still be that $3950 a month.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, the only time it changes is if like we have a an increase across the board where everybody's changes, uh, other than that it stays the same amount, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. OK, I just wanted to make sure thank you.
[CUSTOMER][NEUTRAL] No problem, [PII]. Are you sure that's all you needed?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, ma'am. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] All right bye [PII].
[AGENT][POSITIVE] All right, [PII], so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I did get that, uh, premium amount, um, so that would be $39.50 a month would be for that, uh, that premium amount.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] It would just be monthly drafted, I guess drafted monthly instead of like annually.
[AGENT][NEUTRAL] Yes, um, if that's how you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, you can do it annually if you prefer, um, or you can do it monthly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's all I needed.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.