AccountId: 011433970860
ContactId: 8550fbc8-4b05-4e11-b457-385bb13a48be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287040 ms
Total Talk Time (AGENT): 147467 ms
Total Talk Time (CUSTOMER): 101566 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8550fbc8-4b05-4e11-b457-385bb13a48be_20250422T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] Very good. Hello.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] I have a member on the line that she would like to put her policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He's gonna retire. The policy number is 1210011.
[AGENT][NEUTRAL] 1210021.
[CUSTOMER][NEUTRAL] 11.
[AGENT][NEUTRAL] 11. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and I fully verify her.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][POSITIVE] All right. Mhm. I'm ready.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good day.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Ms [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. Have a good. You're welcome. Bye bye.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][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] Alright
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, I will go ahead and request that paperwork for you to be uh mailed.
[AGENT][NEUTRAL] And excuse me, um, they can be emailed as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If 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?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It it'll, uh, the end of May, the end of May.
[AGENT][NEUTRAL] 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] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would say at max 7 to 10 business days, but it usually takes sooner than that.
[CUSTOMER][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] OK, you can email it that's fine.
[AGENT][NEUTRAL] Uh, all right, 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 you 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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, yes, um, I'm currently paying 5350. Will that stay the same for, for me and my husband?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm, let's see really quick um to what it is covering.
[CUSTOMER][NEUTRAL] I have the high option with the ICU router.
[AGENT][NEUTRAL] Uh, yes, it it that premium is for um you and your husband, and that is the amount, 53.50 monthly. Mhm.
[CUSTOMER][POSITIVE] OK perfect
[AGENT][NEUTRAL] 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 port it. Mhm.
[CUSTOMER][NEUTRAL] OK. All right, so.
[CUSTOMER][POSITIVE] OK, that's perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, that I think that answers everything if you'll get the paperwork to me and we can get that going.
[AGENT][NEUTRAL] Oh, I will verify really quick the email address.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um my school email is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's um [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And I have it. All right, I will work on that portability um letter for you, and you should receive it within an hour.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.