AccountId: 011433970860
ContactId: e795e0fa-588e-442a-afd5-97590fc717be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415690 ms
Total Talk Time (AGENT): 226433 ms
Total Talk Time (CUSTOMER): 173071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e795e0fa-588e-442a-afd5-97590fc717be_20250326T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy Wednesday. It's [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I have a call I need to transfer to you regarding portability.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's policy number 253-547-6.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] She has a letter and she has certain questions like um we were talking about.
[CUSTOMER][NEUTRAL] Uh, mode of payments whether it's quarterly, yearly or monthly, and she's wondering how does she choose those options and just needing more information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And has she been verified?
[CUSTOMER][NEUTRAL] I verified all of her information. It is correct.
[AGENT][POSITIVE] Alright, alright, perfect.
[CUSTOMER][NEUTRAL] And can you tell me real quick how long did they have? I was looking in guru.
[CUSTOMER][NEUTRAL] Because I see the policy termed on [PII], isn't it 30 days?
[AGENT][NEUTRAL] Um, yes, they do have that 30 day grace period, um, depending on when she received the, the letter because, um, we understand that sometimes the mailing takes longer than it should, and they are, sometimes they are receiving it like a month later or a little bit over that month.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you. I appreciate that. I looked in Guru to see what that time. I thought it was 30 days, but.
[AGENT][NEUTRAL] Mhm, yes, it is.
[CUSTOMER][POSITIVE] But if you don't mind assisting Ms. [PII].
[AGENT][POSITIVE] Yes, I got her.
[CUSTOMER][POSITIVE] All right thank you [PII] let me get her on the line, have a wonderful afternoon.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line in customer service, and she's going to assist you further with that portability information. And thank you for calling APL. Thank you. Take care. Bye bye.
[AGENT][NEUTRAL] Hello, good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] Hi how are you doing?
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][POSITIVE] Pretty good thank you.
[AGENT][NEUTRAL] All right, Ms. [PII], I was advised that um you have a couple of questions in regarding the premium of your policy.
[CUSTOMER][NEUTRAL] Yes, I just wanted to see what that amount will be and how it will be done. Uh, all that was provided was a, um, let's see, I'm trying to look at the sheet that we had gotten, um, I think it was just providing like the routing number and stuff, but it didn't give me a specific amount or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] the specific amount, alright. I do have here that the monthly premium is for $25.48.
[AGENT][NEUTRAL] So as far as what uh you decide um how much and how you are going to pay us, if you're gonna pay us via sending a check um that will be only accepted for quarterly payments, semiannual or annual payments. If you decide to go uh via bank draft, we can do that monthly payment. Um, it will be $25.
[AGENT][NEUTRAL] 48 cents if it is a quarterly payment that will be $70.76 dollars 44 cents and if you do it, let's see 2548 times semi-annual payment that will be $152.88 and the annual payment will be.
[AGENT][NEUTRAL] Let's see, multiply by 12, that will be $305.76. I will say that the
[CUSTOMER][NEUTRAL] OK, so probably.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, I will say that the policy.
[CUSTOMER][NEUTRAL] You, you go ahead. I
[AGENT][NEUTRAL] Yeah, um, the policy, um, portability, uh, has a grace period of 30 days. Um, I will ask, when did you receive the letter? because we are aware that the mailing sometimes it is um arriving sometimes even 2 months later. So we are considering.
[CUSTOMER][NEUTRAL] Well, the, the postmark on here is [PII].
[AGENT][NEUTRAL] OK, yes, um, we are considering it from that date and we still allow you to be able to port it. That was the only one of my concerns.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Did you have
[CUSTOMER][NEUTRAL] So do I need to provide a copy of that to be able to get it or what do I need to do?
[AGENT][NEUTRAL] Um, yes, uh, you can, we, we will be aware of it.
[AGENT][NEUTRAL] Um, you just have to send us that, um, electronic funds transfer if you decide to go, uh, via bank draft, um, and once we receive it, um, we will go ahead and enter all the bank information and we'll be charging, um, for January, February, March, and since we already start, um, we are about to start the April, um, we will be charging for 4 months.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK, OK, and then um and then do I need to just send that in with my, my, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This envelope, a copy of the envelope with the postmark or anything?
[AGENT][NEUTRAL] Uh, yes, if you would like to do so, yes, we, we will go ahead and consider that.
[CUSTOMER][NEUTRAL] And would I just do that by phone with y'all or or just fax it to you because I got a fax number here.
[AGENT][NEUTRAL] Um, you can fax, yes, you can fax it to us. Um, unfortunately, we can't, since it is new information for the bank, um, we do, we can't take the, the account number and routing number over the phone.
[CUSTOMER][NEUTRAL] OK, OK, so you can't get it faxed then.
[AGENT][NEUTRAL] Um, yes, we can. Yes, we can get it faxed. We can just do it over the call. But yeah, uh, would you like me to provide that fax, fax number?
[CUSTOMER][NEUTRAL] It needs to be in the mail.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Uh, I think I have it. It was on this letter, is that right? Um, the number I'm showing is, uh, [PII].
[AGENT][NEUTRAL] Yes, that is correct. That is the fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well let me figure out what I'm gonna do and if I decide to do it, make sure I get it in with everything and fax it to y'all and then we can just start doing it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Mhm, that is correct. And
[CUSTOMER][POSITIVE] Alright well thank you so much for your help.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thanks again bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.