AccountId: 011433970860
ContactId: dd310962-8877-4ba1-993d-d4093deb72bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290679 ms
Total Talk Time (AGENT): 146208 ms
Total Talk Time (CUSTOMER): 85369 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/dd310962-8877-4ba1-993d-d4093deb72bb_20250428T14:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name's [PII]. I am
[CUSTOMER][NEUTRAL] Leaving the job because we moved, but I wanna try keeping my insurance so I needed to see what I need to do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Miss [PII], um, what is the policy number that you have?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 252.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4266
[AGENT][NEUTRAL] All right and just for verification steps can you tell me your date of birth and address please?
[CUSTOMER][NEUTRAL] [PII] the address is [PII], but that that'll be changing or that is changed now.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I do see here your um policy and the one that you just like to, would like to um port is just, um, well, it is the only one, the cancer one.
[AGENT][NEUTRAL] Um, as for this, can go ahead and mail you, um.
[AGENT][NEUTRAL] The paperwork that you can fill out for the portability where you just decide how would you like to pay um your premium um it can be monthly.
[AGENT][NEUTRAL] Uh, quarterly, semiannually or annually on a bank draft or if you prefer a self-pay sending us a check, um, those are the options.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And um, for us, your premium won't change, it will remain the same and um the coverage you decide whether if you would like to um covering your spouse or if you would like to keep it uh for individual just for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How, how much it was it a month for both? for what exactly what I have?
[AGENT][NEUTRAL] Uh, mhm.
[AGENT][NEUTRAL] Um, it is $56. Yes, I can. Um, it is $56.10.
[CUSTOMER][NEUTRAL] Can you see?
[CUSTOMER][NEUTRAL] And that's for the same thing I have with my spouse as well.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][POSITIVE] Yeah, I can pay it monthly.
[AGENT][NEUTRAL] Mhm. All right. Um, I can go ahead and um
[CUSTOMER][NEUTRAL] Oh you said I gotta fill out the paperwork to do that.
[AGENT][NEUTRAL] Mhm, yes, yes, in order for the policy, um, we do have, we require some paperwork that has to have a signature, um.
[AGENT][NEUTRAL] And I can mail that paperwork to you or I can email it.
[CUSTOMER][NEUTRAL] You can email it if I can digitally sign it.
[AGENT][NEUTRAL] Mhm, is the um email provided.
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] Email or would you like me to update it?
[CUSTOMER][NEUTRAL] No, the, uh,
[CUSTOMER][NEUTRAL] Yeah, probably update it because um.
[CUSTOMER][NEUTRAL] It should be the new one would be [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], I have that email.
[CUSTOMER][NEUTRAL] I think it was originally during my school, you know.
[CUSTOMER][NEUTRAL] And that paperwork will tell me what um.
[CUSTOMER][NEUTRAL] Paying and everything.
[AGENT][NEUTRAL] Uh, yes, um, since it will be um via email, I will have to work on it, um, to get all those premiums in in there included. It will be pretty much like an electronic copy of what would you receive um through mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else?
[CUSTOMER][POSITIVE] That sounds good.
[AGENT][NEUTRAL] All right, is there anything else?
[CUSTOMER][NEUTRAL] No, ma'am, that's all I needed.
[AGENT][POSITIVE] All right. I hope you
[AGENT][POSITIVE] Nice day and you should receive the email in about 30 minutes or so while I work on it, right?
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.