AccountId: 011433970860
ContactId: ef044746-3521-470f-9af2-e8ac07b93f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 879880 ms
Total Talk Time (AGENT): 377146 ms
Total Talk Time (CUSTOMER): 376465 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ef044746-3521-470f-9af2-e8ac07b93f7d_20250404T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] Doing good. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing OK. I have a question.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I received the paperwork in the mail to fill out my
[CUSTOMER][POSITIVE] Paperwork since I retired so I can get you all to take the money out of my account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I have a few and I have a few questions on the application.
[AGENT][POSITIVE] OK, I can help you with that. Can I please get your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK. [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the phone number is 5 phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Um, I have one of them which is 00655870.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Well, that's what's on the paperwork I'm looking at right now.
[AGENT][NEUTRAL] Yes, ma'am. All right. I'm gonna need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well I get though was that the wrong policy number?
[AGENT][NEUTRAL] No, ma'am. I've got you pulled up. We just need to.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my address is [PII]. I don't think you have an email because I do not get emails.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the phone number that you gave me to call you back on, is that a good cell phone number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate you verifying your policy for me. What are the questions that you have about the bank draft authorization form?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I have about 3 of them to fill out and it says policy name. Is that my name that goes down on all of them?
[AGENT][NEUTRAL] No, ma'am, I can give you, I can give you that information.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show that
[CUSTOMER][NEUTRAL] Where it says policy owner's name.
[AGENT][NEUTRAL] OK, um, oh, the policy owner's name? Yes, that is you.
[CUSTOMER][NEUTRAL] That is my name goes there, OK? Next question.
[CUSTOMER][NEUTRAL] Product of port. What is that?
[AGENT][NEUTRAL] Port means that you want to continue the policy and pay it by bank draft.
[CUSTOMER][NEUTRAL] Oh, so what do I put on that line?
[AGENT][NEUTRAL] The product to port.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can put
[CUSTOMER][NEUTRAL] What do I put on that line?
[AGENT][NEUTRAL] OK, I do show, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to see and you're wanting to port.
[AGENT][NEUTRAL] The policies that were, do you have the policy numbers that you want to port so I can look them up and tell you what type of policy it is?
[CUSTOMER][NEUTRAL] I have 3 or 4 of them. I have one policy with me which is 697969. That's one of them.
[AGENT][NEUTRAL] OK, give me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me give you that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is an accident policy.
[CUSTOMER][NEUTRAL] OK, so I'll put one on that one and on each application I'll put the number on them. Is that what you're saying?
[AGENT][NEUTRAL] Yes, and then the type of policy that that 697969, that's accident policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, A C C I D E N D A policy, OK.
[CUSTOMER][NEUTRAL] Um, is there any way you can give me the others?
[CUSTOMER][NEUTRAL] While you're on the phone?
[AGENT][NEUTRAL] Yes, I'm showing 655-869.
[CUSTOMER][NEUTRAL] Wait a minute, 655-869.
[CUSTOMER][NEUTRAL] And that one is
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] That one is a heart, heart attack and stroke.
[CUSTOMER][NEUTRAL] Is that OK for you?
[CUSTOMER][NEUTRAL] Heart attack and stroke, OK.
[AGENT][NEUTRAL] OK, let me go back.
[AGENT][NEUTRAL] And then we've got
[AGENT][NEUTRAL] 655,870.
[CUSTOMER][NEUTRAL] 655,870
[AGENT][NEUTRAL] And that policy is a cancer policy.
[CUSTOMER][NEUTRAL] In policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we've got.
[AGENT][NEUTRAL] 655872.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 872.
[AGENT][NEUTRAL] And that is your intensive care policy.
[CUSTOMER][NEUTRAL] Intensive care policy, OK.
[CUSTOMER][NEUTRAL] Next question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And the certification number, what is that?
[AGENT][NEUTRAL] That's the policy number.
[CUSTOMER][NEUTRAL] Oh, that's so I would have where it says product port, I would write the number there and the certification number, that's the number you just gave me, that's where I put those numbers.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I would write, for example, the first one would be accident policy would be the port and then the certification number would be the number. Is that what you're saying?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I got this backwards.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK, next, next question. Since I'm retired, where it says employee's name, do I put retired there?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, you put, uh, who your former employer is because when you retire, you still stay with the group as a retired person and you still get that group discount.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] So let me get, give you your group number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, well, good thing I called.
[AGENT][NEUTRAL] Yes, ma'am. It's 134 54.
[CUSTOMER][NEUTRAL] Well, wait a minute, 13454.
[AGENT][NEUTRAL] And that's the Oklahoma Department of Veterans Affairs.
[CUSTOMER][NEUTRAL] Oklahoma
[CUSTOMER][NEUTRAL] Department of
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And let me see what's on the next page and then um what I'm gonna do is send a void check so they have no problems on what they need to do on the other form.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And on the other form it says my name. What is the APL policy number on the second form?
[AGENT][NEUTRAL] Oh, are you still there?
[AGENT][NEUTRAL] Can you hear me? OK, so, um, yes, that's good to send the voided check because if something's written down wrong and that's a good double check verification to make sure that we've got the correct routing number and account number.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and the and it says on the APL policy number. What is that?
[AGENT][NEUTRAL] That is the policy number I gave you. It just sounds like the uh policy and certificate number are the same thing.
[CUSTOMER][NEUTRAL] Oh, OK, so if I just send a void check that will, that will should be able to cover everything, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So so I don't need to put APL policy number on there or do I still need to put that on there?
[AGENT][NEUTRAL] No, you don't have to put it on there because it'll be on your paperwork that you're sending with it.
[CUSTOMER][NEUTRAL] OK, because I had planned on sending 3 since it's 3 envelopes, I was gonna send 3 void checks, but there is no confusion.
[AGENT][NEUTRAL] Oh OK well if you wanna do that that's fine too, or you can just send it all together with the one voided check.
[CUSTOMER][NEUTRAL] Oh, because they, they send me 3 envelopes since it's 3 different policies, so I was gonna put everything back in 3 different envelopes, so I don't know which is the best thing to do.
[AGENT][MIXED] OK, whichever you're most comfortable with, but if you wanted to put it.
[AGENT][NEUTRAL] Well, that's also fine.
[CUSTOMER][POSITIVE] OK then, because I was a little confused on the first page so but now I'm on, I'm on the right track. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so I'll take care of that and put it in the mail, but you have helped me a lot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you very, oh, next question. How much, cause I know when I did it, it was a different price. So how much is, how much is it now?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me look it up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's not gonna change.
[CUSTOMER][NEUTRAL] Well, it was 20 something bucks when I was doing it, so I know it's not the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on
[CUSTOMER][NEUTRAL] So I don't know how much it is now.
[AGENT][NEUTRAL] OK, so on policy number 655869.
[AGENT][NEUTRAL] Your heart attack and stroke, your premium is $15.23.
[CUSTOMER][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1523.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your
[AGENT][NEUTRAL] Policy number 65,887,000.
[AGENT][NEUTRAL] Your cancer policy is $7.30.
[AGENT][NEUTRAL] Your policy number is 655872. Your intensive care policy is $2.40.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And those are, let me look at your frequency real quick.
[CUSTOMER][NEUTRAL] There's one more.
[AGENT][NEUTRAL] That's biweekly so you'll do that times 2 because you paid biweekly so you'll be paying monthly, so you'll need to do those, yes, you'll be doing those amounts times 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Monthly, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and there's one more.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 697969 policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That one lapsed in [PII]. Let, let me give you the current, the current policy that's still active.
[AGENT][NEUTRAL] The one that lapsed in [PII] will not be portable, that's 697-969.
[AGENT][NEUTRAL] But you do have another accident policy that is active. Um, that policy number is 814.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 569.
[AGENT][NEUTRAL] And that premium is
[AGENT][NEUTRAL] $16.89.
[CUSTOMER][NEUTRAL] What do you mean the, the
[CUSTOMER][NEUTRAL] 969 is not active. That accident policy is not active no more.
[AGENT][NEUTRAL] No, ma'am, that they issued a new policy effective, uh, that one ended on [PII] and then they issued a new policy for you on [PII] and it got a new policy number.
[CUSTOMER][NEUTRAL] Oh, I didn't
[CUSTOMER][NEUTRAL] I didn't know that.
[AGENT][NEUTRAL] Yes, ma'am. And that's 814569.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What so what was changed on that policy because I don't remember getting anything on that.
[AGENT][NEUTRAL] Uh, I can't look and see what's changed. That's, uh, there's only so much information that I can look at.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It, it looks like it's another, it's the same accident policy was just issued a different number.
[CUSTOMER][NEUTRAL] Oh, because the number I have on that is 697969.
[AGENT][POSITIVE] Yes, you can do.
[CUSTOMER][NEUTRAL] That's the card I have in front.
[CUSTOMER][NEUTRAL] In front of me.
[AGENT][NEUTRAL] OK, so, um, if you want to do the 697969.
[AGENT][NEUTRAL] And then do a slash 814569.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, let me put that on there. So that's the card I have in front of me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am, that will let them know that um you're, that's the policy you're wanting to keep, so they'll know they, they can look at both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So the group number stays the same then, which is 5982.
[CUSTOMER][NEUTRAL] So you don't know for sure.
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Oh, I can hear you now. Yay.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, so did the, so did the group number stay the same, which is 5982?
[AGENT][NEUTRAL] That's why it was different. That's why it changed because it went from group number 5982 to group number 13454.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 134 540, OK, so.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 134 54 0 and I guess nobody told me nothing.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, OK then.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well I'll get this taken care of and get it in the mail between now and Monday.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds perfect, Ms. [PII], and I'll put good notes in the computer for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK then, thank you very much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, this is, that's it about for now.
[AGENT][POSITIVE] OK, well, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You, you do the same. Thank you.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.