AccountId: 011433970860
ContactId: 87c21ed5-9148-4746-a049-e528f9527b59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403709 ms
Total Talk Time (AGENT): 205522 ms
Total Talk Time (CUSTOMER): 113846 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/87c21ed5-9148-4746-a049-e528f9527b59_20250530T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII], and I recently retired and I need to, um, complete electronic funds transfer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From because I will no longer be, even though I won't be coming out of my.
[CUSTOMER][NEUTRAL] Check, but uh I guess I have to be paying this monthly.
[AGENT][NEUTRAL] Mhm, yes, um, the electronic uh electronic form, um, does require you to put in your bank information, but once you send out that form to us, um you can state how often you would like to pay your policy. Um, it could be monthly, quarterly, semiannually or annually.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, and I can provide those.
[CUSTOMER][NEUTRAL] So I just, just not.
[AGENT][POSITIVE] Yes, you can go ahead.
[CUSTOMER][NEUTRAL] I have an electronic funds transfer form, so I just mail it back to you guys you guys gonna send me that information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Once you send it to us, if it, if there's not a letter that states how often you would like to pay.
[AGENT][NEUTRAL] Um, we will just set it up as monthly, but I can look into your policy and provide the premiums um that you will be paying, um, however often you would like to set it up.
[CUSTOMER][NEUTRAL] OK, can you, can you do that today or what?
[AGENT][NEUTRAL] Yes, I can, um, um, can we look at your policy first to see what we are working with?
[CUSTOMER][NEUTRAL] Now I don't have my policy with me, but I have my social security number.
[AGENT][POSITIVE] Um, yes, that will definitely work. I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And just to make sure I have the correct policy and what
[AGENT][NEUTRAL] State is this uh is was it issued?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] In what state was this policy issued?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Miss [PII] and just to verify, I have your information correct. Can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] All right. I see here that um your premium monthly premium is $91.90 dollars for a family coverage which covers um currently you and your spouse.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would like to go um with quarterly payments, that will be um $275.70.
[AGENT][NEUTRAL] Every 3 months?
[CUSTOMER][NEUTRAL] What's the value of this policy? OK. What is, so what is this exactly what does this policy cover?
[AGENT][NEUTRAL] Um, it is a cancer policy and allow me just a second to look through the benefits.
[AGENT][NEUTRAL] Um, oh, my apologies.
[AGENT][NEUTRAL] OK. It is a cancer policy. It has a critical illness writer um for heart attack and stroke only, um, and that is only what I can see from my end.
[AGENT][NEUTRAL] Um, if you like it.
[CUSTOMER][NEUTRAL] Heart attack and stroke.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's a cancer policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That involves critical care, that if you have a heart attack.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or if you have a stroke, OK. And what's the value of it?
[AGENT][NEUTRAL] Yes, it
[AGENT][NEUTRAL] Um, can you repeat the question for me, please?
[CUSTOMER][NEUTRAL] We can
[CUSTOMER][NEUTRAL] What's the value of the policy? uh, what's the amount of it?
[AGENT][NEUTRAL] Mhm. Um, I see it is uh $10,000.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] $10,000 on debt or what?
[AGENT][NEUTRAL] No, um, that is the value of coverage. That's the amount it will cover.
[AGENT][NEUTRAL] Um, it will cover.
[CUSTOMER][NEUTRAL] It will cover if you have a 100 stroke.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] If you have a heart attack or stroke, you'll pay that amount.
[AGENT][NEUTRAL] Yes, or, um, yes, or any um cancer um related. That is the amount. Um, I would say that it will, it will depend on the amount will depend on the insured. It will not cover just 10,000 for one. It could cover 5000 for each. Um, but as for that explanation, I can have someone in um into the care team to explain it better to you.
[CUSTOMER][NEUTRAL] They pay that amount.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can you, can I get a copy of my policy also mailed to me?
[AGENT][POSITIVE] Policy, yes, I can do that. Yes, I can. Um.
[CUSTOMER][NEUTRAL] Or what?
[AGENT][NEUTRAL] And it will go to the mailing address we verified.
[CUSTOMER][NEUTRAL] [PII] mhm so do I just fill out this electronic funds transfer and mail it back to this [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK then, OK, and all that other stuff will be mailed to me.
[AGENT][NEUTRAL] Yes, and I will have that um copy.
[CUSTOMER][NEUTRAL] Then I send that back statement now I want it taken out. I wanna pay it each month, right?
[AGENT][NEUTRAL] Mhm, yes, we will go by that date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any other question for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] No, that's it. Thank you a lot.
[AGENT][POSITIVE] You're welcome and I hope you have a nice weekend.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.