AccountId: 011433970860
ContactId: f09a644e-e83b-4aac-8c39-54041e548f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 811299 ms
Total Talk Time (AGENT): 328530 ms
Total Talk Time (CUSTOMER): 156211 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f09a644e-e83b-4aac-8c39-54041e548f24_20250415T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I was calling to find out if my um request to support coverage was received.
[AGENT][NEUTRAL] OK, Ms. [PII], first of all, can I get um your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number available?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes. It's 02535849.
[AGENT][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so I do believe I've got the right account number pulled up. If you could verify some information for me. What is your date of birth?
[CUSTOMER][NEUTRAL] Sure, mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your um mailing address and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else did you ask me? I'm sorry. Oh, my email address.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Your email address? Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. um, we do have a different email address on file. Would you like to um update that? Yeah, we got your.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You, well, you might have my work one [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, that's what we have. Would you like to update it to your personal?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, alright, I can do that for you. What is your, what was that again? I, I think I remember MA.
[CUSTOMER][NEUTRAL] You are [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I appreciate that. [PII]. Alright, got it. Alright, so this is what I heard [PII].
[CUSTOMER][POSITIVE] Thank you I appreciate your help.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I appreciate that. All right, and you're calling um to verify if we've received your port porting documents to have your cancer policy ported over to um.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Direct pay. Yes, ma'am, I can help you with that. Uh-huh, um, let me just take a look real quick and see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It may take me a few, a couple of minutes to look if that's OK.
[CUSTOMER][NEUTRAL] Sure, yeah, because I, I'm not sure. I think it might have turned, I think they canceled it our group canceled it back in October and I haven't gotten any bills yet for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Yes, ma'am. It is termed. Uh-huh. OK, so let's see.
[AGENT][NEUTRAL] Did you mail it in or did you email it?
[CUSTOMER][NEUTRAL] The form I mailed.
[AGENT][NEUTRAL] You mailed it. OK, so that helps me know where to look, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Do you know what day you mailed it?
[CUSTOMER][NEUTRAL] Um, yes, it was, uh, [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][POSITIVE] That kinda helps me narrow down.
[AGENT][NEUTRAL] And these documents that I'm looking in.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And did you mail it to [PII] City address?
[CUSTOMER][NEUTRAL] Um, I mailed it to, yes, mhm, [PII].
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Yes, ma'am. Thank you. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm still here. I'm just looking.
[CUSTOMER][POSITIVE] That's fine, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for bearing with me.
[AGENT][NEUTRAL] Um, just trying to make sure I'm not missing it.
[AGENT][NEUTRAL] Did you mail a payment with it or just the forms?
[CUSTOMER][NEUTRAL] No, just the form. I, I was, I didn't know how much, yeah, I didn't know how much the payment was.
[AGENT][NEUTRAL] Just a form.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's OK, no problem. I did not find the form um.
[AGENT][NEUTRAL] Let me look somewhere else real quick.
[AGENT][NEUTRAL] And see if it got put here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not finding any record of anything. Do you have access to um email? Could you email us the form?
[AGENT][NEUTRAL] Or fax? OK, OK, what which one would you rather do the email?
[CUSTOMER][NEUTRAL] Yes, mhm, sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, OK, alright, so you can email it over to our care team.
[AGENT][NEUTRAL] And let me give you that email if you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII] altogether.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] A as in apple, M as in Michael.
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] So AM public or AMP?
[AGENT][NEUTRAL] [PII]. It's just short [PII].
[AGENT][NEUTRAL] [PII] uh huh yes ma'am.com. Yes ma'am, just email it over um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Over there to us now, did you wanna be set up on the like a bank draft for your premium to be drafted?
[CUSTOMER][NEUTRAL] Well, I, I, I, I, I need to know how much it, it's gonna be.
[AGENT][NEUTRAL] Mhm. OK. All right. So I'm showing.
[AGENT][NEUTRAL] That the policy actually termed the pay date was [PII].
[AGENT][NEUTRAL] Um, so the prem the monthly premium for you and your spouse is $25.48 so we would need to draft you current and when we receive the form in the the EFT form.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. Yes, ma'am, we got permission to do that once we receive the form.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, well, I'd rather send in a check if I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well that's fine um you can do that um would you, we, we accept quarterly, se annual and annual mhm so if you send in a, yeah if you send in a quarterly we're probably gonna need a se annual because it it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It, it will only pay you up to April if you send in a quarterly premium and then it'll be due again because it's [PII], so, um, it'd be best if you make semi semi annual payment, yeah.
[CUSTOMER][NEUTRAL] OK, so what's.
[CUSTOMER][NEUTRAL] OK, so what's that gonna be? Let me see.
[AGENT][NEUTRAL] OK, so let me add that up for you.
[AGENT][NEUTRAL] If I can get my calculator right here.
[AGENT][NEUTRAL] Time.
[CUSTOMER][NEUTRAL] 152 88.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 152 88. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, all righty. All righty, will do. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and on your email if you don't mind on the body just put on there um that you're gonna be mailing a check for semi annual payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just mail it to that same address at [PII].
[CUSTOMER][NEUTRAL] I'll do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, will do.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else I can assist you with this morning, Ms [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's, that's all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. No problem. I hope you have a good day today. Thanks for calling APL. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK thanks you too mhm bye bye.