AccountId: 011433970860
ContactId: 253c1886-c8ad-4bb3-894c-d49d93034d93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318049 ms
Total Talk Time (AGENT): 124488 ms
Total Talk Time (CUSTOMER): 116708 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/253c1886-c8ad-4bb3-894c-d49d93034d93_20250430T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have recently switched jobs and I um called and made sure that you guys um I have a cancer policy and some um life insurance with you all and I called to make sure that you were portable and they said that indeed that you were and I need to see about doing that because I think today is my last coverage day on those policies.
[AGENT][NEUTRAL] OK, alright, I can help you with porting your policy. Um, Miss [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number? Just one of them and it'll pull all of.
[AGENT][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] I really have no idea.
[CUSTOMER][NEUTRAL] I do not have that information right now. I can give you my social.
[AGENT][POSITIVE] OK, that's, I put that, that's perfect.
[AGENT][POSITIVE] Yes, that'll work.
[CUSTOMER][NEUTRAL] OK, uh, my social is [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then also I'll need you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, the email address you have on file should be [PII]. My address is [PII], and my what else date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and then um I'm showing that the email address is your email address.
[CUSTOMER][NEUTRAL] My personal email it's probably [PII].
[CUSTOMER][NEUTRAL] Or it's [PII] yeah.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] Um, I didn't know which one you had sorry.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[AGENT][NEUTRAL] No, fine, that's fine. Let me give you your policy number since you don't have them, so you, you um have them handy.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, I show I show the the group cancer policy number is 192.
[AGENT][NEUTRAL] 298.
[CUSTOMER][NEUTRAL] OK, 192-6798.
[AGENT][NEUTRAL] 6298.
[CUSTOMER][NEUTRAL] 6298, got it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm gonna need to go ahead and transfer you now on over to our service so they can help you with porting your policy. So it's gonna be a brief hold while I transfer you on over to them.
[AGENT][NEUTRAL] So, and
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It'll be just a moment and thank you so much for for calling PL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, bye ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got insured on the phone. Her name is [PII]. Her policy number is 19262.
[AGENT][NEUTRAL] And I have verified her and she is calling.
[CUSTOMER][NEGATIVE] You're cutting out really bad.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, no, no, no, no, no, no, no, anyway, she's I'm I'm sorry.
[CUSTOMER][NEUTRAL] You said it was 192. I didn't get the policy number. You said it was 192?
[AGENT][NEUTRAL] 6298.
[CUSTOMER][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] OK, and you're speaking to [PII]?
[AGENT][NEUTRAL] And she's calling to support her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thanks, [PII].
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.