AccountId: 011433970860
ContactId: beae580c-2330-49e9-b318-15493f11260d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251179 ms
Total Talk Time (AGENT): 80309 ms
Total Talk Time (CUSTOMER): 126800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/beae580c-2330-49e9-b318-15493f11260d_20250313T18:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I have my mother-in-law here with me. Her name is [PII], and she just recently retired, um, and has her life insurance. We just got the portable port, uh, coverage letter.
[CUSTOMER][NEUTRAL] Um, but we wanted to double check to make sure that we're still in the window to get it flipped over for her to.
[AGENT][NEUTRAL] OK, I can help you with that. What's that policy certificate number on there?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the cert certificate number is 01430325.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And can I verify her date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, one second.
[CUSTOMER][NEUTRAL] [PII] is date of birth and address is [PII]. Oh yeah, do you need physical or mailing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, both.
[CUSTOMER][NEUTRAL] Uh, mailing [PII] is the um mailing.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Both rolling OK.
[AGENT][NEUTRAL] Alright and the phone number and email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the email address? It's [PII]. It's [PII].
[AGENT][NEUTRAL] All right, thank you. OK, now I'm showing this is an accident policy, not, not a life policy.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But she is, she is still within her, her time if she wants to support the policy herself.
[CUSTOMER][NEUTRAL] OK, so it's not a um.
[CUSTOMER][NEUTRAL] It's A D&D policy.
[CUSTOMER][NEUTRAL] Right, is that what it is?
[AGENT][NEUTRAL] I it's just accident. Um, like if she was to break a bone or
[AGENT][NEUTRAL] Uh, get injured and need stitches and stuff like that, you know, an accident policy.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Not health coverage type of thing.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Or dental or anything like that? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What was the premium? Do you need it though?
[CUSTOMER][NEUTRAL] Oh, what?
[AGENT][NEUTRAL] Uh, the premium is 1170 per month, um.
[AGENT][NEUTRAL] And shows for February and March.
[AGENT][NEUTRAL] She would just need to send that in with the application if she wants to port it.
[CUSTOMER][NEUTRAL] It's the thing.
[CUSTOMER][NEUTRAL] OK, see. Oh yeah, when's the cut off date? uh.
[AGENT][NEUTRAL] Uh, 30 days from the letter. Um, when was the letter mailed?
[CUSTOMER][NEUTRAL] So the [PII] so.
[CUSTOMER][NEUTRAL] I think [PII] is the date on it. [PII] is the date on the letter, but I don't have the outside letter when it was actually mailed. The letter says [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um,
[AGENT][NEUTRAL] Well, you can mail it in or um as long as it's postmarked before, you know, [PII], or you can email it, you can email it or fax it either way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] And I can give you all that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So definitely not a lot for insurance though.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, alright, I will get with her and check and see maybe ahead somewhere else and we'll see if we need it, we'll fax, we may, uh, well, uh, [PII]. OK, I have that date right now. Perfect, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, I don't think so.
[AGENT][POSITIVE] Alright, well thank you for calling APL and y'all have a wonderful day.
[CUSTOMER][POSITIVE] Of course, you too. Thank you.
[AGENT][POSITIVE] Thank you. Goodbye.