AccountId: 011433970860
ContactId: 07dcf755-28cc-491d-8ab4-7cdd759181d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440230 ms
Total Talk Time (AGENT): 163004 ms
Total Talk Time (CUSTOMER): 213178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/07dcf755-28cc-491d-8ab4-7cdd759181d4_20250224T18:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm calling to check on an account, uh.
[CUSTOMER][NEUTRAL] Was trying to set up with y'all um to make sure it got set up right.
[CUSTOMER][NEUTRAL] Um, I got my, go ahead.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, you go ahead, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I got some kind of number here uh certain number.
[CUSTOMER][NEUTRAL] That'll help you find me or whatever but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 255.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, [PII], um, can you also give me your callback number, sir, just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then I'll also need your, your date of birth, address, and email address for security reasons, sir.
[CUSTOMER][NEUTRAL] So date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII] and then.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] See what I remember which one I gave you maybe.
[CUSTOMER][NEUTRAL] I don't know if I gave you my company one or my personal, but.
[AGENT][POSITIVE] It looks personal.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, [PII] or uh [PII].
[AGENT][NEUTRAL] Yes, thank you so much I appreciate you verifying your policy for me. So are you just checking to see if the policy is still active um you said you had, you're checking on it, were you trying to sign up for the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Jesus being in the past.
[CUSTOMER][NEUTRAL] Well, so I already called and talked to somebody and they sent me some paperwork and I filled it out and sent it back.
[CUSTOMER][NEUTRAL] Um, and then I got something in the mail not too long ago because I used to work for High Country Electric and I don't work there no more so I was trying to get my policy to just be for myself and I got some paperwork that kind of made me feel like I was still linked up with high country so I was trying to see if that was the case, uh, because I've started my own company now and, uh, actually now I've got an employee that.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Had that insurance in another place and we wanna just try to roll it over here if we can or if.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If they need to get on the phone and make a few.
[CUSTOMER][NEUTRAL] Information for you that way you can get him started up or just how that works with.
[CUSTOMER][NEUTRAL] Somebody else on my company roster needing it but yeah I was just wanting to make sure first off that my policy was.
[CUSTOMER][NEUTRAL] Go on because the paperwork they gave me and the one I just received.
[CUSTOMER][NEUTRAL] That I called the number on it's got uh.
[CUSTOMER][NEUTRAL] Down here it says policy owner's request to port coverage.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Which I'm not sure what that is but it's got, you know, city state employer name, policy owner name and then I got another electronic funds transfer page to fill out which already filled one of those out before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm kind of wondering where we're at with this.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you've just received your your paperwork in the mail to port your policy importing the policy just means that you wanna take it with you now that you're no longer employed with High Country and the bank authorization form is so that you pay, you can have your um premiums bank drafted.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which that's what I thought I'd filled out before on that, but.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] OK well what I can do um [PII] is I can get you over to customer service to see if they've received any paperwork for you as far as porting your policy and where they're at with that.
[CUSTOMER][NEUTRAL] Well, I don't think uh
[CUSTOMER][NEUTRAL] OK, I don't think I've done the port thing yet, but the bank account deal I've filled that out.
[CUSTOMER][NEUTRAL] And send it back in
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can fill this out and send it back in and see is that like the best way to do it through mail or is there like a email I can send this stuff through make it quicker or?
[AGENT][NEUTRAL] Let me, yes, let me give you the email address.
[AGENT][NEUTRAL] It is uh [PII]
[CUSTOMER][NEGATIVE] Hang on, hang on. I wasn't ready, sorry.
[AGENT][POSITIVE] Yes, sir. OK, I'm sorry. I can be a little, uh, fast sometimes. Sorry about that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You said care team?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like K as in C.
[AGENT][NEUTRAL] Yes, CARE.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Team
[AGENT][NEUTRAL] And then team, yes, and then the at sign.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] AM
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And AM is like Apple [PII].
[CUSTOMER][POSITIVE] So care team
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yes sir, and you send your port paperwork in by email that way.
[AGENT][NEUTRAL] And I would include the bank authorization form too.
[CUSTOMER][NEUTRAL] OK, should I put, is there a certain like heading I need to put on that so people know what that's going for?
[AGENT][NEUTRAL] You can just um in your uh subject line you can just say porting policy number 1009255.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do that and then um so once I get mine situated.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Call back and try to get.
[CUSTOMER][NEUTRAL] The guys working for me, they're situated through me or how does that work?
[AGENT][NEUTRAL] No, um, they'll have to do the same thing that you're right. They'll have to do the same thing that you're doing.
[CUSTOMER][NEUTRAL] Like through my account here.
[AGENT][NEUTRAL] Um, the guy that's employed for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that they can port their policy to and have it bank drafted also, so they'll need to call the number that you just called and ask for the port paperwork for their policy.
[CUSTOMER][NEUTRAL] OK alright I'll let him know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. Anything else I can help you with, [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, I think that's it for now. Thank you.
[AGENT][POSITIVE] OK, you're welcome. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Alrighty you too.
[AGENT][NEUTRAL] Bye bye sir.
[CUSTOMER][NEUTRAL] Bye.