AccountId: 011433970860
ContactId: 3aa2a7d1-fcd3-40ff-9777-67f22bbee085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307459 ms
Total Talk Time (AGENT): 133444 ms
Total Talk Time (CUSTOMER): 139024 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3aa2a7d1-fcd3-40ff-9777-67f22bbee085_20250331T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. How are you? This is [PII].
[AGENT][POSITIVE] Hey, good morning. I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good, thank you. Um, I have a member on the line that she said she had a portability letter sent to her and she sent it to us, but it was sent to the [PII] address so she got it back Saturday and she said she sent it back in [PII] and she wants to know if she can still have this, um, resolved. It looks like um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want to keep the policy. Uh, the policy number is 747986.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, I got you. Val is it [PII]?
[CUSTOMER][NEUTRAL] You're in [PII], [PII], yeah.
[AGENT][NEUTRAL] That would be
[AGENT][POSITIVE] OK. Thank you, thank you, yes.
[CUSTOMER][NEUTRAL] You're welcome. OK, here she comes and I fully verify her the callback number is the same one in the system, OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. Here she comes. Have a good day.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so much. You're welcome thank you for calling PR.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Hello.
[AGENT][NEUTRAL] Um, how are you today?
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] OK. Um, someone was just telling me what had happened, uh, with your portability.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Just looking through here and it was returned to you.
[CUSTOMER][NEUTRAL] Yes, I mailed this on the [PII]. I, it was in the mail on this past Saturday.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, ma'am. Um, now, if you can mail that back to us or email it or fax just whatever is convenient for you, um, I will make a note that that happened and, and we should be able to get that taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do I need to include a copy of the envelope as well?
[AGENT][POSITIVE] That would be helpful. Yes, ma'am. Please do that.
[CUSTOMER][NEUTRAL] OK, I will, I will, um.
[CUSTOMER][NEGATIVE] And I think I'd also talked to someone. I don't know if I gave them how I was gonna be paying for this. I don't know if I gave them my account number or I don't know so I guess I need to call back after this is situated and, and what do you suggest?
[AGENT][NEUTRAL] Um, now, do you want to pay for this like on a monthly basis?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna have to be monthly because I've retired.
[AGENT][NEUTRAL] OK, yes ma'am, um, now for that we would need to have a, uh, electronic funds transfer, um, authorization from you and I can email you a copy of that form um we do have to have that in writing.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] I need to uh send the form back to you in in a physical form.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, with your um routing number and checking account number or savings account, you know, whatever you choose, yes, we do have to have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Would you like for me to email that to you or or send it in the mail?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, you may you may email it.
[AGENT][NEUTRAL] OK, yes we have.
[CUSTOMER][NEUTRAL] And I'm going to scan the portability form and a copy of the envelope and mail it, uh, email that to you uh as soon as you give me the email address.
[AGENT][NEUTRAL] OK, are you ready for that?
[CUSTOMER][NEUTRAL] I sure am.
[AGENT][NEUTRAL] OK, it's the one word care team, C [PII], care team.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Um care team.
[CUSTOMER][NEUTRAL] M care team got you care team, mhm.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Got you.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] I'm gonna send I'll send that to you today.
[AGENT][POSITIVE] OK, yes ma'am, and I will get that um bank draft authorization sent to you just in a couple of minutes.
[CUSTOMER][POSITIVE] OK, thank you so so much.
[AGENT][POSITIVE] You are welcome. Thank you. But is there anything else I can do for you?
[CUSTOMER][POSITIVE] No ma'am, you've helped me sufficiently.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye.