AccountId: 011433970860
ContactId: c5b33668-a8e9-451d-b873-609ebd9e354c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557929 ms
Total Talk Time (AGENT): 118620 ms
Total Talk Time (CUSTOMER): 133792 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c5b33668-a8e9-451d-b873-609ebd9e354c_20250424T12:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm retiring soon and I've got the paperwork filled out to continue my cancer insurance, um, and it says to email everything back but then it also says to send in a check for the first month's premium so how do I do that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so have you received a letter to fill out stating you wanna continue?
[CUSTOMER][NEUTRAL] Yes, I've got uh the the form filled out to continue and then also a form for the bank draft authorization.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so do you want your premiums drafted?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And in the letter, does it not state what the premium amount would be?
[CUSTOMER][NEUTRAL] Yes, it says 5350, but I don't know where to mail the check. It says to send in a check for the first month and.
[AGENT][NEUTRAL] OK. OK. On the form that you received, is there a PO box on that form?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I didn't see a PO box on any.
[AGENT][NEUTRAL] You didn't see one? OK, OK, can you give me your name and policy number and I can take a look.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 01210011.
[AGENT][NEUTRAL] OK, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth, mailing address and email.
[CUSTOMER][NEUTRAL] OK, uh, [PII] and the address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] Um, it looks like we have your work email address. Do you want to change it to your personal?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me that one more time please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, we can get that updated.
[AGENT][NEUTRAL] And let me look at the form.
[AGENT][NEUTRAL] OK, so I got your email changed to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Are you able to email it back to us, [PII]?
[CUSTOMER][NEUTRAL] Yes, I can email it back, but I'm just, I, it just says to mailing the check for the payment for the first month and I don't.
[AGENT][NEUTRAL] Oh, that's right, that's right. You, you can't mail that in. That's right.
[CUSTOMER][NEGATIVE] I don't right.
[AGENT][POSITIVE] You're right. Give me 1 2nd.
[CUSTOMER][NEUTRAL] And I'm covered through the school through the end of May.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I, I know it's on the tip of my tongue, and I should know this by heart.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And mail that in with the letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mail. OK, so do you want me to email back in the the form?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can email it, but also attach a copy of the letter with the check, so they'll know what it's for.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What the check is for.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] Emailing the electronic funds transfer, emailing all the paperwork and then a copy of the letter with the check.
[AGENT][NEUTRAL] So you can't email the check, so you could do it. I'll let you choose, um, but we do need the letter with the check together.
[CUSTOMER][NEUTRAL] Flat.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll email it back in and then put a copy of it in the mail also.
[AGENT][POSITIVE] OK. All righty.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alrighty and I'll note your file what it how you're going to send it back.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Any other questions, Ms. [PII]? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] I think that'll do it.
[AGENT][POSITIVE] OK, thanks for calling AP. You too. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.