AccountId: 011433970860
ContactId: 20f17ddd-6454-43d9-879f-40cc0e5e9fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175220 ms
Total Talk Time (AGENT): 52209 ms
Total Talk Time (CUSTOMER): 68420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/20f17ddd-6454-43d9-879f-40cc0e5e9fd4_20250203T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm having to fill out a portability uh form and uh I have some questions on it. Is it is something you can help me with or?
[AGENT][NEUTRAL] Uh-huh. If not, I can get you to the area that can. Can I get your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number let's see is.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 10431
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank thank you one moment.
[AGENT][NEUTRAL] And your, can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] And your email address on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment. Did you receive that letter in the mail?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna get you over to the customer service team and then they'll be able to explain that in the process, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII]. I have a policyholder that wants to go over the portability letter he received.
[CUSTOMER][NEUTRAL] Alright, [PII], what's that policy number?
[AGENT][NEUTRAL] It's 241-043-1, and this is [PII] that's on the phone.
[CUSTOMER][NEUTRAL] All right, let me see. [PII] here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email portability forms. OK, alright, you can go ahead and send them through. Um, is his callback number the same that's in the system?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And all his information's been verified?
[AGENT][NEUTRAL] Yeah, he's always verified when we transfer.
[CUSTOMER][NEUTRAL] Uh well, I'll just make sure if y'all don't tell me. All right, thank you. You can go ahead and send him over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, Ma'am [PII]. Have a good day.