AccountId: 011433970860
ContactId: 8e79e68b-d63f-4d72-9f50-b98208e5fb5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378519 ms
Total Talk Time (AGENT): 122635 ms
Total Talk Time (CUSTOMER): 214132 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/8e79e68b-d63f-4d72-9f50-b98208e5fb5f_20250521T15:09_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I have a question about portability of my, um, policy upon retirement.
[AGENT][NEUTRAL] OK. Sure, I can assist you. And have you received a letter of portability or no?
[CUSTOMER][NEUTRAL] I have, yes ma'am.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I have. I've already talked to someone and um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I guess there's two questions about the premium amount and also on this paper that that was emailed to me for me to fill out and send in the certificate number, um, I kinda need that too um I've already put the policy number in there but it wasn't sure if it was the same thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, more than likely it is, but I can check. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and may I have the policy number?
[CUSTOMER][NEUTRAL] It is 252-254-4.
[AGENT][NEUTRAL] OK, thank you. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, it's, um.
[CUSTOMER][NEUTRAL] You said what the date of birth [PII] and what else did you ask me? Email?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] mailing address and email address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then my email, I can't remember I'm gonna have to change it, but it was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] But I I'm needing to change that too, OK.
[AGENT][NEUTRAL] OK, go ahead with the new one.
[CUSTOMER][NEUTRAL] The new one I put on this form too will be [PII] all of this is a lower case [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I went ahead and updated the email and let's see, and that's your first and last name [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. OK. So, yes, the policy number is the certificate number, so it's gonna be the same thing. And um for the premium, do you need to know if it's gonna change or what is the question about the premium?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, so when I spoke with the other lady, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think she said that the premium was for my for me and my spouse was gonna be $61.40.
[CUSTOMER][NEUTRAL] But currently, we have our [PII] son on there as well.
[CUSTOMER][NEUTRAL] And we, and he's gonna turn [PII] in November. We had, we might as well drop him now if we can, but it doesn't matter. It's just a few dollars difference and I kind of wanted to know how much to make the check out for.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. All right, let me get with customer service and see if we can remove him now and change this to a couple's policy instead of family. Um, do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, and it doesn't matter if y'all automatically drop him, you know, in November.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she gave me the quote for both and it's $3 difference, so y'all, uh, just tell me what's easiest on y'all's end.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, either or, um, either we can switch that or change that or we can just let it drop. It's, it's really your option if you want to just go ahead and do that or have us just remove him from the policy.
[AGENT][NEUTRAL] I don't know which one you would like to do.
[CUSTOMER][NEUTRAL] Well, let's just let him automatically drop them. Let's do that if that's OK. Automatically drop him when in November when he gets ages out of that, um, so we'll just keep it at the $64.48 is that correct?
[AGENT][NEUTRAL] Drop. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that, that's fine. Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Yeah, that is correct.
[CUSTOMER][NEUTRAL] OK, and so I'm sending in the portability election form, the electronic transfer, I mean the electronic withdrawal form, uh, and what else the new emails form that I sent in and and then the check and and that's correct that's it that's all I do.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] With her. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that's all we need. Yes.
[CUSTOMER][NEUTRAL] OK, alright, well then I will get this in the mail and um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] And I'm sending it OK, the last thing I'm sending it to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, to the [PII] address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it goes to [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, alright well then uh thank you I just wanted to check all those boxes and make sure I had everything correct.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No, it's good. Thank you so much. Y'all been so so helpful.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] OK, all right, thank you. All right, bye bye.
[AGENT][NEUTRAL] All right.