AccountId: 011433970860
ContactId: b8e2791d-1a15-4a2c-a3a1-db838077f899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341679 ms
Total Talk Time (AGENT): 108205 ms
Total Talk Time (CUSTOMER): 204262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b8e2791d-1a15-4a2c-a3a1-db838077f899_20250226T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I had called, um, probably about a couple of weeks ago about puttinging my um cancer insurance policy, and I got the email with the forms, but I had a couple of questions.
[AGENT][NEUTRAL] OK, I can help you with that. What is your policy number?
[CUSTOMER][NEUTRAL] It is 025327777.
[AGENT][NEUTRAL] OK. And your name, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you mind verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] [PII] and the address is [PII]. Mhm.
[AGENT][NEUTRAL] OK, and your
[AGENT][NEUTRAL] Your phone number and email address.
[CUSTOMER][NEUTRAL] My phone number is [PII]. My email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And how can I help you with your
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um, so the first question was, um, on the portability, uh, form, it asks for a group plan number. Would you be able to provide that for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, your group number is 25449.
[CUSTOMER][NEUTRAL] 254-49 and then it asked for um date of employment terminated but I'm still um employed so I'm just putting non applicable. Is that OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. Uh, put, put when, are you retiring or quitting or something, or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I'm looking into that other option, so because of that I wanna get this squared away just in case, but it's like not set in stone yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I would, I would put um whatever date that you're wanting to, to switch, you know, port the policy is what I would put.
[CUSTOMER][NEUTRAL] Oh, OK, so, OK, I wasn't sure about that because the, the cover letter that came with this, it said that I had to do this within 30 days, so that's why I wasn't sure. Um, I thought maybe once I turned it in, it would just port over so I can put um as early as like [PII], for example.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then the other question was, uh, for the premium information, um, I didn't know how, how much it was.
[AGENT][NEUTRAL] OK, the premium is 28.96 per month.
[CUSTOMER][NEUTRAL] OK, because it says on here to to submit the first premium, so I have to send a check with this, is that correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. And then you said it's how much I'm sorry?
[AGENT][NEUTRAL] Or, or you can
[AGENT][NEUTRAL] Uh, 2896, or you can, uh,
[AGENT][NEUTRAL] Let us know to uh draft it for the first month either way if you want it on a monthly bank draft.
[CUSTOMER][NEUTRAL] Yeah, I'm putting myself on a monthly bank draft. I am doing that, so like how do I go about, like, do I just state it on the form or do I let you know now?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, um
[AGENT][NEUTRAL] Uh, just, just write it on the form, um, that you're sending in how you wanna.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, done and that we can draft it.
[CUSTOMER][NEUTRAL] OK, so please draft first payment um from the bank, right?
[AGENT][POSITIVE] Yes ma'am mhm
[CUSTOMER][NEUTRAL] Draft first payment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My bank.
[AGENT][NEUTRAL] And do you know when they're gonna stop doing the payroll deductions or?
[CUSTOMER][POSITIVE] OK. I'm sorry.
[CUSTOMER][NEUTRAL] Um, I don't know, but I figured if I put [PII], it should give me some wiggle room.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or even if I did.
[CUSTOMER][POSITIVE] Um, cause I'm ready to send this out. So even if I did like [PII], for example, I think it would give me plenty of time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, between now and a possible disconnection date from the, the company from the district.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, so I put on there please draft first payment from my bank account and then, um, I'm sorry, can you repeat the premium again 28.
[AGENT][NEUTRAL] 962896. Mhm.
[CUSTOMER][NEUTRAL] 96. OK, perfect. So 2896.
[CUSTOMER][NEUTRAL] Um, monthly bank draft and then I just send it to the address that's on here that is the [PII].
[AGENT][NEUTRAL] Um, oh.
[AGENT][NEUTRAL] I'm not familiar with that address.
[CUSTOMER][NEUTRAL] Or do I send it to the PO box?
[AGENT][NEUTRAL] Um, you can email that to us if you can scan it in and email it, that would be the fastest, the easiest way, uh, and it would need to go to [PII] all one word.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], yes ma'am.
[CUSTOMER][POSITIVE] OK perfect that's on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. I think that's all I had as far as questions were concerned.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So I'm gonna change the date of employment terminated. I'll put [PII].
[CUSTOMER][NEUTRAL] And I asked for a reason.
[CUSTOMER][NEUTRAL] Reason employment terminated, can I put non-applicable there or no?
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yes, ma'am, that's fine. Mhm.
[CUSTOMER][NEUTRAL] That should be fine. OK.
[CUSTOMER][NEUTRAL] Perfect. All right, and so when I, when I email this, will I get like a confirmation receipt or anything like that?
[AGENT][POSITIVE] Uh yes ma'am, you will.
[CUSTOMER][POSITIVE] OK, perfect. I will take care of this then. That was it for today, [PII]. Thank you so much.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You as well. Bye bye.
[AGENT][NEUTRAL] Goodbye.