AccountId: 011433970860
ContactId: 8c619d59-2f25-4299-aa5a-13d67e35ffc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419779 ms
Total Talk Time (AGENT): 245934 ms
Total Talk Time (CUSTOMER): 140106 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8c619d59-2f25-4299-aa5a-13d67e35ffc2_20250414T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have an insured on the other line, so, so she's like, it sounds like she's in the process of porting. She says she's, uh, received the email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she sent the, the, you know, the form back to us and she was um trying to see about payment. I, well, let me give you the uh policy number.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, so it's 253-598-8.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm. And we did, I saw in the notes that we did get the letter, I think, uh I believe it said the [PII]. I, I, I changed screens, but I think it's at [PII] we got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, da da da. OK.
[AGENT][NEUTRAL] I'll find that.
[CUSTOMER][NEUTRAL] And so now she's wanting to know, um.
[CUSTOMER][NEUTRAL] Um, about paying with the porting, uh, she's under the impression she needs to make a payment, I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then on the letter, she mentioned the letter that she sent in.
[CUSTOMER][NEUTRAL] I guess that's the porting form. She's trying to see where, like where she's supposed to put the payment on there. We just ask for like the routing and account number, right? Or is that something different? I didn't even go into it with her because I didn't want to say nothing wrong.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, I get you.
[AGENT][NEUTRAL] But if they wanted like a monthly billing they should include that information yes, um, you know, but, but I will definitely um talk to her. I'm just looking up that hub request just seeing everything, but yeah, I could speak with her for sure because she can still of course send that to us, you know, if she didn't so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no, take your time.
[AGENT][NEUTRAL] Um, yeah, see these, and I, I, I'm just, this is kind of off this, it's not off the subject but kind of, but, um, I have had a couple of these calls like this from this group, this [PII] because they um turned coverage with us and these letters are going out so late so I've been confused about it, but I'm just going with it, OK, you know, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, like the group is no longer with us?
[AGENT][NEUTRAL] Yeah, they turned coverage 11 effective 11, and they told us in December, so these letters should have gone out at that time, but it looks like they're just now going out because I've had two or three other calls from this group and I'm in my mind I'm like you're too late. But then they say they just received the form. I'm like, well, OK then, you know, but yeah, but I'm sorry, I didn't mean to get off on that, but I can definitely speak with that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Great, right.
[CUSTOMER][POSITIVE] No, that's fine because that will help us on the call.
[AGENT][NEUTRAL] Yes, because it seems like it's too late, but if they are just now getting these forms, then it's not, you know.
[CUSTOMER][POSITIVE] We got to honor it, right. Mhm.
[AGENT][NEUTRAL] Yes, yeah, so I don't understand that part, but, you know.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] But OK.
[AGENT][NEGATIVE] Yes, and I see why she thinks she needs to make a payment because she does need to catch it up whenever her other one gets issued. OK, I'll shut up. I can talk to her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're fine. All right, hold on a second.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, I understand you're calling about porting your cancer policy with us.
[AGENT][NEUTRAL] Um, and I do see that we received the paperwork for that. Let's see, and it's stated on [PII], um, so that is in line to be processed and you will be issued a new policy number, um, and you were concerned about the payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I just wanted to follow up to make sure that it was OK once once everything gets processed if you'll send me an invoice I can pay by credit card.
[AGENT][NEUTRAL] OK, yes ma'am, we can sure do that. um, so like in the future, do you want this set up on a like a quarterly payment?
[CUSTOMER][NEUTRAL] I was gonna do se annual and I was under the impression that it'd still be the same premium. It was like 11 and something a month I can't remember now, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It is 11.97 monthly and so yes, but se annually is definitely fine absolutely.
[AGENT][NEUTRAL] And just to make you aware.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] It will need to be paid from like January through June to do semiannually because the group did term coverage with us effective 11 so you know the last payment was for the month of December um it would just need to be called up January through April and then of course, OK, the semiannually would be January through June.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, but we can absolutely just send you that invoice for that and once you receive it you can call in and do that over the phone to pay by credit card, um.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] So, yes, yes.
[CUSTOMER][NEUTRAL] Can you not set up with that initial invoice, can I set up to auto pay with the credit card?
[AGENT][NEUTRAL] We can't the only way we can pay like the auto payment is with a bank monthly bank draft. We can't keep a credit card on file um you would have to call in, you know, each time to make a credit card payment.
[CUSTOMER][NEUTRAL] OK, that's fine as long as I'm getting the invoice um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hopefully hard copy mail as well as email because sometimes I miss the email.
[AGENT][POSITIVE] Right, OK, yes, ma'am. I will make a note of that for sure.
[AGENT][POSITIVE] And it will absolutely come in the mail, your um invoice.
[CUSTOMER][NEUTRAL] OK all right well that's all I need to know and uh when I see that I'll get it taken care of.
[AGENT][POSITIVE] OK. Yes, ma'am. Yes, ma'am. And I will definitely make a note of it.
[CUSTOMER][POSITIVE] That's all I have for today. You have a good week.
[AGENT][POSITIVE] OK. Well, you too. Thank you and if there's anything else just let us know.
[CUSTOMER][NEUTRAL] You bet bye bye.
[AGENT][POSITIVE] Thank you and thank you for calling ATM [PII].
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.