AccountId: 011433970860
ContactId: 0f7149f7-2264-4321-bedf-26a347aac192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315380 ms
Total Talk Time (AGENT): 102062 ms
Total Talk Time (CUSTOMER): 200087 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0f7149f7-2264-4321-bedf-26a347aac192_20250129T16:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hello, [PII]. I kind of waited you across the room yesterday, but I don't think you saw me. I never got to the same area you were I getting you hug. Happy late hug.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Uh, uh.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Look, I've got policy number 231.
[CUSTOMER][NEUTRAL] 971 9
[CUSTOMER][NEUTRAL] [PII] verified your information, added her phone number and email, and she is wanting to know if she can port the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she said that she was not aware that her company was going with another provider.
[CUSTOMER][NEUTRAL] And she wasn't told and she's upset. She never received anything from APL, all that, yada yada. Anyway, I've taken care of that. I did give her a portal in case the policy is reinstated.
[CUSTOMER][NEUTRAL] Gave her instructions for creating an account so she can view her policy benefits and if we can reinstate or she may want a copy of the policy mailed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, if it's reinstated, it'll have to be issued as a new policy, but, uh, and then it will automatically mail so that part will be taken care of, but yeah, I can help her.
[CUSTOMER][POSITIVE] Cool, and I did verify her information.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Let me get her on the line. Have a great day. One moment.
[AGENT][NEUTRAL] You too. Mhm.
[CUSTOMER][POSITIVE] Ms [PII], thank you for your patience. I have [PII] in our customer service department, and she's checking on that portability information for you and we'll assist you further. Thank you, appreciate it. You too. Thank you. bye bye.
[AGENT][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEGATIVE] Oh girl, I'm frustrated with this goddamn union of mine.
[AGENT][NEUTRAL] Yes, I understand, um, let's see and you're wanting to continue the policy um.
[CUSTOMER][NEUTRAL] Well, yes, um.
[AGENT][NEUTRAL] You can, you can do that. Mhm.
[CUSTOMER][NEUTRAL] I can't, OK, and does the price stay the same?
[AGENT][NEUTRAL] Yes ma'am, uh huh, but I do have some forms that I'll need to send to you you'll need to sign them and send them back to us.
[CUSTOMER][NEUTRAL] OK and then um do you have a copy of the original application in my file attached to my certificate or whatever?
[AGENT][NEUTRAL] And I can
[AGENT][NEUTRAL] Uh, no, ma'am, because, um, the application went to the employer and then they did it auto um electronically into the system, so we don't have an actual copy of the application.
[CUSTOMER][NEUTRAL] OK, so just out of curiosity, so there's no proof that I actually signed up for this originally.
[CUSTOMER][NEUTRAL] And there's nothing, um, I guess as far as for the payroll direction.
[AGENT][NEUTRAL] I'm sure I'm sure your employer, I'm sure your employer would have a copy of the application that you signed in with.
[CUSTOMER][NEUTRAL] Well, no, it's, it's our union, and I guess they just do it electronically because I've asked them and they're like, you know, you wouldn't say anything. The guy you would just, and I go, so there's no proof out there anywhere that I actually said, sign me up for this.
[AGENT][NEUTRAL] I mean, um
[CUSTOMER][NEUTRAL] And they're like, oh, and so hopefully they have something that shows I authorized the payroll deductions, um.
[CUSTOMER][NEGATIVE] Because I'm very upset with them now, because they ported this policy, this coverage to another carrier.
[CUSTOMER][NEGATIVE] Without notifying me and giving me the option to not leave American public life, even though I honestly don't remember signing up for it. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEGATIVE] It's just a lot going on because I can't have the they they ported its colonial.
[CUSTOMER][NEUTRAL] And I can't have the colonial because I'm an agent with Colonial and you can only purchase coverage with Colonial through our agent account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I had covered with colonial and evidently I had this coverage. Now I've lost this coverage. You're saying it's portable, so that's, that's helping me fix part of the problem. Um, but the other problem is just their lack of communication. So, you're gonna send me some forms, are you gonna email them to me or are you going to um mail them to me?
[AGENT][NEUTRAL] I can email them or or mail them either way whichever your choice or both.
[CUSTOMER][POSITIVE] If you email them that's easier that way I can go ahead and get them and get them signing back to you.
[AGENT][NEUTRAL] OK, and I've got [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I will get those right to you um.
[CUSTOMER][POSITIVE] All right, honey, I appreciate you have a fabulous day.
[AGENT][POSITIVE] You too. And is there anything else I can help you with today, or?
[CUSTOMER][NEUTRAL] No, ma'am, um, can I get, and I can access the policy itself once I get that back up, right?
[AGENT][NEUTRAL] Uh yes ma'am. Once it's, um, once we receive the the forms back and we get it, um.
[AGENT][NEUTRAL] Reactivated and everything. Um, you'll have a new policy number. Um, the policy itself will stay the same, all the benefits and everything. Uh, it takes overnight to process, so the next day you should be able to view it online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright well thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Mhm. Goodbye.