AccountId: 011433970860
ContactId: 2bb61c5b-163d-40ac-8b99-ad77341a43d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432779 ms
Total Talk Time (AGENT): 206167 ms
Total Talk Time (CUSTOMER): 200157 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2bb61c5b-163d-40ac-8b99-ad77341a43d9_20250331T18:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], [PII]. I'm calling from [PII]. Can I give you my certificate number? I got a letter in the mail way before last on, uh, I used to be on the group policy and I think they changed carriers or something, I don't know, but anyway, can I give you the number?
[AGENT][NEUTRAL] Well, first off, so you have a question regarding the letter that you got, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's about keeping the policy, and I wanted to see if I can still keep it. If not, you know, if I'm too late, that's fine, but I'm gonna give you the certificate number I should look at that.
[AGENT][NEUTRAL] OK, so I can, I can help you with this. uh, what is your callback number first off?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] OK, the certificate number is 02535488. I think you have me under [PII].
[AGENT][NEUTRAL] All right. Thank you. Just one moment and let me get your information pulled up and I will have to verify several things with you, Mr. [PII] for security purposes first. So first off, if you could please uh verify your date of birth.
[CUSTOMER][NEUTRAL] No, oh, that's fine.
[CUSTOMER][NEUTRAL] Mm, I understand.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I show that your phone number that we have on file is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's it. Yeah, I don't have a home phone, that's my cell.
[AGENT][NEUTRAL] OK. All right, thank you. And then the um your email address and this does appear to be your work email that's on file.
[CUSTOMER][NEUTRAL] Well, I would rather we use my personal email address. Can I give it to you?
[AGENT][NEUTRAL] OK, can, if you can just, well, verify your work email first and then I can update it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's, uh, [PII], I think. Hold on because it changed it. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think they've got it under [PII].
[AGENT][NEUTRAL] OK, thank you. And then what would you like to change it to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh, [PII], OK.
[AGENT][NEUTRAL] All right, just one moment.
[AGENT][NEUTRAL] I had my sister, I got ahead of the system. [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, and so what did your letter um state on there?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] It just says, uh, your American Public Life plan offers a portability, uh, option to take the, take it with you or whatever, and, and, uh, and they're asking for, you know, the address and all that stuff, and if I want to put it on bank draft, and I can put it on my credit card if, if, if you, if I want, if you would let me catch it up and, and you can draft it out of it, I don't care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so what I will need to do is to connect you over Mr. [PII] to one of our members of our customer service division, um, and they can go over all of that with you when I do transfer you though, you will not have to re-verify any of your information. I will give them your policy number, yes sir and let them know that that's been done. So before I do that though, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. OK. Mhm.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK. They have it. That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, sir. You're welcome. So one moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have an insured on the line who's received a letter regarding porting his policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's on policy number 253-548-8.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so he's calling to talk about that, and [PII], there, this policy is also not in on base. There's nothing, there's not a letter, there's nothing. When I put in this policy number in Ona.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's, there's no documents found of any kind.
[CUSTOMER][NEUTRAL] Um, I think there's an issue with all the actualizations with the letter writer that is not um imaging the letters that are going now into on base. I know that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Well, that's a terrible thing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know we, I
[CUSTOMER][NEUTRAL] The people in tech support say that they are there, but we just don't know where. um.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] But I, I do know that a lot.
[AGENT][NEUTRAL] OK, well, maybe they can find them. Mhm.
[CUSTOMER][NEUTRAL] I know that um for this um group, I have been receiving a lot of calls. And even though they were um last [PII], they are just getting these letters. So I guess we are being um aware of that. So, um, yeah, we can, we can take information.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK. So he's, yeah, he wants to continue, yeah, he wants to continue the policy and everything, but I just wanted to let you know if it's reactivated, you know, to request that the policy be put in on base because the policy is not even there and it was issued a long time ago. It was issued in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. Yes, I will actually talk about it with [PII].
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, perfect. Well, um, he's fully verified and I did not discuss the OSC with him since the policy has lapsed and he cannot set it up as long as it's lapsed, so we did not talk about that.
[CUSTOMER][NEUTRAL] All right. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] But anyway, OK, we're a nice man. So are you ready for him?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][POSITIVE] OK, [PII]. Thank you so much. Have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.