AccountId: 011433970860
ContactId: f6df4cf1-19ec-46d0-b33c-5a4e703671fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378320 ms
Total Talk Time (AGENT): 193038 ms
Total Talk Time (CUSTOMER): 135511 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f6df4cf1-19ec-46d0-b33c-5a4e703671fa_20250318T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Oh hey, how are you? I'm good.
[CUSTOMER][POSITIVE] I'm good, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have a member on the line that, um, she would like to support her policy. It's a life policy, but it's a fairly new policy. I'm not really sure if she can support this policy. I don't see that we haven't even received the payment, so I'm not sure. Um, but, um, the policy number is 259-8887-4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And also, if you can, I don't know if you have a copy of the um application or because the last name is incorrect.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I had the hardest time finding this.
[AGENT][NEUTRAL] Oh no. What is what?
[CUSTOMER][NEUTRAL] Yeah, so she gave me that, so I'm like, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, I swear.
[CUSTOMER][NEUTRAL] I know it. Today the system is slow. Like yesterday it was working so good, and today it's like what?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now, what if
[CUSTOMER][NEUTRAL] It's like I got that. Go ahead.
[AGENT][NEUTRAL] What is her last name?
[CUSTOMER][NEGATIVE] It's [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] instead of [PII] OK.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK. I will get that corrected. OK. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, so, OK, I'm ready whenever you are. I'm sorry.
[CUSTOMER][NEUTRAL] OK. All right. And I fully verify her, OK? Here she comes. The phone number is the same one in the system, OK?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient. Hi, Ms. [PII]. I got Miss [PII] on the line. She's in customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, Ms. [PII]
[CUSTOMER][POSITIVE] Yes hi how are you?
[AGENT][POSITIVE] Um, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] Good. Now so did you let me know that we do need to correct your name in our system.
[AGENT][NEUTRAL] Um, but this is a term life policy, and I'm understanding you want to support this policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, are you still employed at North Lake Gastro Associates?
[CUSTOMER][NEGATIVE] To the [PII] and then I no longer will be with them.
[AGENT][NEUTRAL] OK, um, because we do not have notification from them yet, you know that you were leaving employment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, if it does show it was effective February the first of this year.
[CUSTOMER][NEUTRAL] Probably because we did it like in January, but when I signed up, he told me if I leave that I could go he didn't tell me that it would be a time limit like I could take it.
[CUSTOMER][POSITIVE] And pay it out right on my own.
[AGENT][NEUTRAL] Right, OK, and you can do that, yes ma'am, um, the only thing is the group has not paid for February yet, um, and they have not let us know, you know, that you're leaving or anything like that, so we do have to wait for that before we can do the portability, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So you know it may be on into April before that happens, but the only thing um if it gets behind, you can always catch it up, you know, um, we're just kind of in limbo right now just waiting on the group.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For for one to let us know that you're no longer going to be employed and like you said it'll be the [PII] so you know it's kind of typical that they will let us know after the fact.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, now I can get the paperwork emailed to you, but um we wouldn't be able to make any changes until they notify us that you're no longer with the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But can you go ahead and send me that and so I can have it ready whenever?
[AGENT][POSITIVE] I sure can. Yes, ma'am, I sure can.
[AGENT][NEUTRAL] I will do that for sure, um, and your email is correct in our system? I just wanna double check that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I will get that to you.
[CUSTOMER][NEUTRAL] And will it be the same amount that I was quoted?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, it is, let me check that, um, it's 4925 monthly, yes ma'am, it will stay the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if it should ever go up or anything like that, we would send you notification um ahead of time, um, but it will stay the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, if you can take care of that for me and then we'll get the other.
[AGENT][NEUTRAL] OK, yes ma'am, I sure will, and like I said it's just kind of waiting because we do have to take you off the group bills first, but we do have to get that notification from the group, um, so we do just have to wait for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, but is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK. Thank you, Ms [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK. Thank you. Bye.
[AGENT][NEUTRAL] Yeah. Bye.