AccountId: 011433970860
ContactId: e6258e90-b4f8-415f-b5f0-1f471be96356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272170 ms
Total Talk Time (AGENT): 141722 ms
Total Talk Time (CUSTOMER): 98571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e6258e90-b4f8-415f-b5f0-1f471be96356_20250212T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have um an insured on the other line who retired and is trying to um complete the continuation. She's been trying to get this done since December, but it's still showing as um one mode of payment one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can you help her? It's uh policy number 769691.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] All right, and what is a good call back?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, give me just a second. I'll pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Yes. She said she received a letter saying that um her group had to drop her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she's wanting to keep it, but I guess that's the continuation she's talking about.
[AGENT][NEUTRAL] All right. You can go ahead and send her.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hello Miss [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you would like to keep your policy with us.
[CUSTOMER][NEUTRAL] Yes, I had called back in November and told them I was retiring and that I want to keep my policy. And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] He checked on it and then I got an email saying that Gulf Coast had to drop me. So I called them. I have not heard anything since.
[AGENT][NEUTRAL] All right. Have you already received that portability letter from us that you can fill out?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You have not? All right. OK, so what I'm gonna, um, OK, so what I'm gonna do right now is gonna work on a mail um a letter that will be mailed out to you uh with all the portability information that is requested from you. Once you go ahead and finish it, you can mail it back to us and we will go ahead and process it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Uh nothing.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] Um, you need to fill out a form for us, um, providing a method of payment, um, that we will be taking from you, that will depend on what you prefer. It could be bank draft. You can send us a, um, quarterly, semiannually or annually check um to us.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And those are pretty much the options.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Did you check to make sure that Gulf Coast did drop me?
[AGENT][NEUTRAL] It has not been, um,
[AGENT][NEUTRAL] It has not been lapsed yet, but you will have 30 days from the day you receive the the letter from us to return it back to us.
[CUSTOMER][NEUTRAL] OK, well, I will return it immediately and you know, send money or give you my uh draft, but I just want to make sure that this policy stays in effect.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes. Um, let's see really quick.
[AGENT][NEUTRAL] Uh, I do have an email here. Uh, would you like me to use that email and use uh email instead?
[CUSTOMER][POSITIVE] That would be awesome, yes.
[AGENT][NEUTRAL] Alright, um, we have here what looks like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, is that a good email?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I will be working on that portability letter for you and we'll be mailing it and emailing it, sorry, in about 15 to 20 minutes. Uh, once you receive it, it will have the email address where you have to send it back to for them to process.
[AGENT][NEUTRAL] Does that sound good?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye-bye.