AccountId: 011433970860
ContactId: 2ded903b-33e8-4067-961c-d9d0549a48ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162979 ms
Total Talk Time (AGENT): 63107 ms
Total Talk Time (CUSTOMER): 98310 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2ded903b-33e8-4067-961c-d9d0549a48ef_20250311T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I, um, it just gotten in the mail a policy owner's request to port coverage. I didn't know if that was just a general mailing you guys had sent out or, um, there was a request, um, but I, I didn't make the request, so, um.
[CUSTOMER][NEUTRAL] Could you check on that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, sir. Do you have a policy number?
[CUSTOMER][NEUTRAL] 02442298.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] It's on the, says accidental injury.
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth and mail address and email address. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, my personal email is [PII].
[AGENT][NEUTRAL] OK, I do show we show a different one. I'm assuming it's your work email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. Would you like for us to change that?
[CUSTOMER][NEUTRAL] Uh, no, either one's fine.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is that a cell number or house number? OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Cell number?
[AGENT][NEUTRAL] Um, and let me look cause are you still with Hickinbotham?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, let's see one.
[CUSTOMER][NEUTRAL] Now I know they changed their paying payroll system the way they uh I wasn't sure but the the benefits didn't start it it just it's just weird it's like the date of this is.
[CUSTOMER][NEUTRAL] [PII] and maybe it was because they've changed providers. I was thinking this is the current provider and not the old provider did coverage end on [PII]?
[AGENT][NEUTRAL] Uh, yes, and that port, um, is a letter they'll send like if someone is no longer on the policy and it can be ported, they send that letter out automatically just to let you know if you want to keep the policy or not to send with that letter to us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you that that explains it, yep, and I, I knew it's like I didn't ask something. What's going on there? But that was the one because I think they changed providers, um, and I wasn't thinking about that and so that was the, the terminating one and OK alright that makes sense now alright well thank you for your help.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that'll do, that'll do it for me.
[AGENT][POSITIVE] OK, well, I thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.