AccountId: 011433970860
ContactId: 76baebd3-d11e-4a11-8913-f607aa1f567d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457559 ms
Total Talk Time (AGENT): 90227 ms
Total Talk Time (CUSTOMER): 233102 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/76baebd3-d11e-4a11-8913-f607aa1f567d_20250422T14:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I am retiring at the end of this school year and I wanted to see about converting my policy to an individual policy.
[AGENT][NEUTRAL] OK, sure. I can um get you to the right place to get information about porting your policy, OK? Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII], but I'm at school and I might not be able to answer. I've got, I'm just on a break right now.
[AGENT][NEUTRAL] Oh, OK. All right. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, well, I have the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 13311.
[AGENT][POSITIVE] Thank you one.
[AGENT][NEUTRAL] All right. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my mailing address you said?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Right, let me check and see if um
[AGENT][NEUTRAL] If we can uh give you instructions on how to keep your policy and you say you're, you're gonna retire, correct?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, yes, and I, you know, I wanted to know if there, you know, how much it was gonna cost if it's gonna increase from what I'm currently paying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, it's no increase. It's gonna stay the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, yeah, nothing is gonna change. It's, it's gonna be ported to an individual instead of a group, um, and, but they will have to send you, I think a letter and from there then you can take action, but let me just go ahead and get them on the line just to make sure what you're gonna need to do, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] This is [PII]. Hey.
[CUSTOMER][POSITIVE] Very good. Hello.
[AGENT][NEUTRAL] I have a member on the line that she would like to put her policy.
[AGENT][NEUTRAL] He's gonna retire. The policy number is 1210011.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1210021.
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 11. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and I fully verify her.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] All right. Mhm. I'm ready.
[AGENT][POSITIVE] OK, here she comes. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Have a good day. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Hello, good morning, Miss [PII].
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Um, all right. I was just advised that you would like to support your policy, um, because you are retiring. All right. Um, have you already received any portability, um, documents or no?
[CUSTOMER][NEUTRAL] No, I have not.
[CUSTOMER][NEUTRAL] OK. I will go ahead and request that paperwork for you to be uh mailed. And excuse me, um, they can be emailed as well.
[CUSTOMER][NEUTRAL] OK how you would like to do it that way depending on um are you retiring um like this month or upcoming month is it like very soon at the end of May, the end of May at the end of May. OK, that will give you enough time, um, for the paperwork to to get there. So I will go ahead and um request those for you. Um, you should receive it in about um.
[CUSTOMER][NEUTRAL] I would say at max 7 to 10 business days but it usually takes sooner than that.
[CUSTOMER][NEUTRAL] OK, you can email it that's fine.
[CUSTOMER][NEUTRAL] Uh, alright, I can email it. Um, I will go ahead and work on that, uh, email. It is personalized, so it will take, um, a little bit of a time to work on it and it should, you should receive it in about an hour. Um, do you have any questions about the premium payment methods? I can help with that. Uh, well, yes, um, I'm currently paying 5350. Will that stay the same for for me and my husband?
[CUSTOMER][NEUTRAL] Mhm, let's see really quick um to what it is covering.
[CUSTOMER][NEUTRAL] I have the high option with the ICU router.
[CUSTOMER][NEUTRAL] Uh, yes, it it that premium is for um you and your husband, and that is the amount 5350 monthly. Mhm. OK, and it won't change and um any of the benefits won't change everything will remain the same as how you would like to back. Mhm. Yes.
[CUSTOMER][POSITIVE] OK, that I think that answers everything if you'll get the paperwork to me and we can get that going, um, mhm, um, I will verify really quick the email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's um my school email is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. Would you like me to um use that email or use something different?
[CUSTOMER][NEUTRAL] Let me give you my personal one because I'm not real sure how long I'll have the school one.
[CUSTOMER][NEUTRAL] Mhm.