AccountId: 011433970860
ContactId: 95acb5e9-dd1c-4a0e-85fd-356a0a411bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418829 ms
Total Talk Time (AGENT): 243621 ms
Total Talk Time (CUSTOMER): 113153 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/95acb5e9-dd1c-4a0e-85fd-356a0a411bfd_20250430T14:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I have the uh policy with y'all now and it is billed through my company taken out of my check, but I need to have that I'm retiring, so I need to have that changed whoever can help me with that and come out of my my checking account instead of coming out of payroll.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Sure, I can assist you with that. Uh, what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I do not know right now. I don't have the paperwork with me. I got a group number.
[AGENT][NEUTRAL] Alright, let me, allow me just a second to, um, so we can pull it up with that.
[CUSTOMER][NEUTRAL] 2289 is the group number.
[AGENT][NEUTRAL] All right, what is that group number again, please?
[CUSTOMER][NEUTRAL] 2289.
[AGENT][NEUTRAL] Group number is.
[CUSTOMER][NEUTRAL] Should be under East Texas telephone.
[AGENT][NEUTRAL] Um, are we missing a number? Group numbers are, um, usually a five digit.
[CUSTOMER][NEUTRAL] No, she sent me 2289 all she sent me.
[CUSTOMER][NEUTRAL] Hm, I was talking to my, my lady, my insurance lady out of [PII], all she gave me was 2289.
[CUSTOMER][NEUTRAL] You know, pound 2289 which.
[AGENT][NEUTRAL] Um, it must be that room number for their records. Um, we can search it using um your social security. Mhm. Well, the last name or the Social Security?
[CUSTOMER][NEUTRAL] You should be able to maybe use my name.
[CUSTOMER][NEUTRAL] Um, social security, OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII], my first name.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I was able to pull up the policy.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just for verification steps to make sure that we have all of your information correct. Um, can you verify for me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what, which policy are we trying to support?
[CUSTOMER][NEUTRAL] The whole thing.
[AGENT][NEUTRAL] All of them.
[CUSTOMER][NEUTRAL] Well, I, I say I think I got the, yeah, I think I got the cancer then the, uh, heart attack or stroke and.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, yeah, I
[AGENT][NEUTRAL] Um, all right.
[CUSTOMER][NEUTRAL] You know, I'm gonna keep it because I'm retiring, but I just want to come out of my out of my banking account instead of payroll instead of payroll deduct through the company, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And, in which state are we um retiring?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, and what date are you retiring?
[CUSTOMER][NEUTRAL] Oh, the date May, May the, uh, let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pay the that
[AGENT][NEUTRAL] OK, so it is pretty quick, pretty soon, um, so for this paperwork for us to process the portability, we will need to um send to you a couple of forms where you can enter your bank information and have it signed for us. um, that that's the way that we will process it. The paperwork that we have to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, usually we mail, um, it will have, it will require that, um, payment information and how would you like to, um, pretty much set up the payment either bank draft or sending us a check and it will have the listing of the premiums amount for each policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and that, that's what it will list. Um, I do see that since it is, um, pretty soon that you are retiring, I can work on those um letters for you and send them electronically via email. Would that work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that'll work that'll work.
[AGENT][NEUTRAL] All right. And is the email that we have on file a good email?
[CUSTOMER][NEUTRAL] Which one you got?
[AGENT][NEUTRAL] Um, we have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, that'll work. You can send that to me.
[AGENT][NEUTRAL] All right. And I will work on those three letters for.
[CUSTOMER][NEUTRAL] I'll and I'll get it. I'll get it printed out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Printed out filled out and then have it sent back to you.
[AGENT][NEUTRAL] Yes, you can um mail them back. I can provide that um address for you or you can just email them back to the email that you received it from and we will go ahead and process it.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'll just mail them back to the, yeah, I'll mail them back to the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am I just needed to get all that changed over.
[AGENT][NEUTRAL] Mhm. All right. I will go ahead and work on those letters for you and have them um emailed to you, I would say in about 30 to 1 30 minutes to 1 hour because they are personalized and I will have to manually type them. But you should receive those um no later than, than an hour or so. All right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'll work if you just put a, uh a total of all my policies together that way I know the exact figure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And when it does start coming out of my account where y'all send me a text I guess hey this is being deducted or whatever is that how that works?
[AGENT][NEUTRAL] Um, well, the forms that I'll be sending, uh, the options that we have for us to um receive the premiums is either you sending us a check and we will set up for um quarterly, semiannually or annually, um, payments, um, if you decide to pay via check, if you
[AGENT][NEUTRAL] You decide to go bank draft, we do have the monthly, quarterly, semiannually or annually. um I will make those premium calculations for each individual policy and they will be um listed on the different letters that I will be, um, sending.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, oh that'll work.
[AGENT][POSITIVE] Alright well thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye bye.