AccountId: 011433970860
ContactId: 22e3e307-d7ba-423e-a901-616ed4b73824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359339 ms
Total Talk Time (AGENT): 135918 ms
Total Talk Time (CUSTOMER): 175426 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/22e3e307-d7ba-423e-a901-616ed4b73824_20250110T17:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I don't know if you can help me or if you can connect me. I didn't know what uh number to press for what I needed. I received a letter of a termination letter, a notice because apparently I, um, I know there was a form I needed to mail to you all back that I was gonna continue with the service, and I did mail it. I don't know what happened that you all didn't receive it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know I didn't, I don't know if I didn't send it with sufficient time for the time frame that you all needed to receive it. I think it needed to be received by [PII], and, but I, I would assume, and I thought maybe I, when I did mail it.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's because I've been, I had been ill. I had car trouble, so it really delayed a lot of my problems that, you know, things that I needed to go run errands for. And I did mail it, but I don't know if, if it got there in time, but I thought I was hoping, even if you got it, let's say a day or two later, you would go by the postmark, but I guess it didn't work out that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, um, I can help you um with your policy and make sure you get to the correct people to talk to about porting your policy in the letter that you sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Can you please give me your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me see if there's any number here or policy number or anything, uh.
[AGENT][POSITIVE] Yes if you can give me the policy number that would be helpful.
[CUSTOMER][NEUTRAL] No, the, oh, here it is. I was gonna say the letter doesn't have it, but it's where it's folded. That's why it's here. OK. The, the policy number, it's a cancer policy and it's uh number 2233177923317779.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for giving me that policy number.
[AGENT][NEUTRAL] Let me look it up.
[AGENT][NEUTRAL] OK Miss [PII], for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, your phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. Well, I already gave you my phone number.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what was the other question? the phone number of that and.
[AGENT][NEUTRAL] Your email address please?
[CUSTOMER][NEUTRAL] Oh, my email. I don't know if I changed it, but let's check if I did, because if not, I can give you the old one. it's [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, that's correct that's the one that I'm showing.
[CUSTOMER][NEUTRAL] And if it's OK, I was gonna say, I didn't know if I, yeah, I didn't know if I had changed it already, that's.
[AGENT][NEUTRAL] Yes ma'am OK Miss [PII], what I'm going to do is I'm going to transfer you now on over to customer service I'm going to let them know that you're calling because you received the cancellation letter and that you had already mailed in your policy um portability papers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, right. OK, very good. OK. Then I'll, I'll hold.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold, Miss [PII].
[AGENT][POSITIVE] Yes ma'am, thank you so much you have a good weekend thanks for calling APL.
[CUSTOMER][POSITIVE] Sure, no problem. Thank you. Uh-huh.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][POSITIVE] Thank you for calling ABL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi good morning [PII], this is [PII] in the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] I'm pretty good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I've got Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy number is 2331779.
[AGENT][NEUTRAL] The number she's calling from is a good callback number?
[AGENT][NEUTRAL] And I do see that [PII] lapsed the policy because we did not receive the signed portability election form to port policy under the trust. So [PII] is calling because she said she sent in her portability paperwork but her policy got canceled anyway, so she's on the other line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has been issued a new policy, but I'll explain it um to her.
[AGENT][POSITIVE] Oh OK all right thank you [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] All right. OK, bye-bye.
[CUSTOMER][NEUTRAL] Bye.