AccountId: 011433970860
ContactId: 811424e2-2afd-4fca-95a5-f162b8c4da2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276890 ms
Total Talk Time (AGENT): 107471 ms
Total Talk Time (CUSTOMER): 131825 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/811424e2-2afd-4fca-95a5-f162b8c4da2d_20250321T22:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good good thank you. I was calling with a question um I had received um.
[CUSTOMER][NEUTRAL] Two mailings um from APL, uh, regarding port of coverage, um, and I believe I also had a third policy, so I had two questions. Um, first of all, um, if we could check if the 3rd policy is also able to support, and secondly, if you have the, um, monthly or whatever the premium cost totals are for each of these policies because that wasn't included in the mailing.
[AGENT][NEUTRAL] OK, I can help you with that. What's the policy numbers on those letters?
[CUSTOMER][POSITIVE] Great, thank you. Um, one of them has a certification number of 01845764.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's for accidental injury.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm sorry, going crazy here.
[CUSTOMER][NEUTRAL] Yeah I know that's I know it's Friday.
[AGENT][NEUTRAL] It keeps going back and forth, uh, let's see 1845764. I know.
[CUSTOMER][NEGATIVE] Oh gosh, how frustrating.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, here we go. And do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your address, email address, and phone number.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And then email address [PII] and phone [PII].
[AGENT][NEUTRAL] OK, thank you. Now I am showing that you have your your work email. Do you want us to change that to your uh personal email or leave it?
[AGENT][NEUTRAL] With uh [PII].
[CUSTOMER][POSITIVE] Um, yeah, let's change it, let's, uh, let's change it to my personal if you don't mind.
[CUSTOMER][POSITIVE] Well, actually, you know what, we can leave it with take a muffin. That's fine. Thank you for checking.
[AGENT][NEUTRAL] OK, alright, and you were calling on the portability, um, the group accident is portable and it's $7.46 per month.
[AGENT][NEUTRAL] And I believe the cancer is also portable as long as you didn't go with the, the group that um [PII] went with and that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Premium is 1197.
[AGENT][NEUTRAL] Now the hospital indemnity policy is not able to be ported.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the group accent is.
[CUSTOMER][NEUTRAL] And then the group cancer and illness is as long as you're not part of the new plan. What about the accident is that um you can do that even if you join the new plan.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, that's the same.
[AGENT][NEUTRAL] Uh, I bel I believe if, if you go with the, the group that, that they changed to, I don't think you can port it, but I'm not, I'd have to check on that for sure, but I'm pretty sure it does.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, yeah, if you could check that would be great. I actually don't remember if I ended up I remember I did the hospital one, but I don't but that can't be reported anyways, right? So, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, if you could check to just confirm about both of these and then I'll double check and see if I signed up for those as well that would be great.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with uh today?
[CUSTOMER][NEUTRAL] Um, no, no, I think that would, I think that would do it, but yeah, if there's, there's a way to check on the accident one, that would be helpful.
[AGENT][POSITIVE] Mhm. OK. I will check on that now and give you a call back just as soon as I can.
[CUSTOMER][POSITIVE] OK great I appreciate I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate it. Have a good one.
[AGENT][POSITIVE] All right. And thank you for calling APL and you have a great day too, and I'll call you back just as soon as I can. Mhm.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.