AccountId: 011433970860
ContactId: 3be9eb0f-d233-45e4-91b7-ebfe46f55dc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536520 ms
Total Talk Time (AGENT): 163750 ms
Total Talk Time (CUSTOMER): 151442 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3be9eb0f-d233-45e4-91b7-ebfe46f55dc7_20250609T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I called a few moments ago and I think we got cut off with the young lady I was talking to, but my name is [PII] and I was calling in reference to, I had some uh American Public Life uh cancer insurance with my job.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][POSITIVE] And, and I had called them because I was retiring and they were gonna send me a form so I can have portability of my uh insurance, you know, that I would, you would be taking out of like my account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh but I never received anything in the mail and so I was just trying to uh because that was back around [PII], somewhere in that neighborhood when I called and I hadn't received anything so I'm trying to figure out is there something I needed to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can actually help you with um your portability information. May I please get your callback number, ma'am, just in case the call is dropped, I can call you back.
[CUSTOMER][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] I do not have the policy number. See, uh, they just sent me, I think I had to use my I mean my social security number is what I had to use last time.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] OK, that's fine. If you want to give me that, I can pull it in.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh. OK, [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, uh-huh, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] OK, now the uh address is [PII], um, what did you, what else did you say? My uh address.
[AGENT][NEUTRAL] Your address
[CUSTOMER][NEUTRAL] And you have the phone number already.
[AGENT][NEUTRAL] Yes, I got the phone number. That's your cell phone. Is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, uh-huh, uh-huh.
[AGENT][NEUTRAL] And then your email.
[CUSTOMER][NEUTRAL] And that was my address and you said oh my email. OK, now I'm gonna let me make sure because I'm not sure if you have my school email. My school email was [PII].
[CUSTOMER][NEUTRAL] And I may have changed it when I talked to her.
[AGENT][NEUTRAL] Yes, that's the one we have.
[CUSTOMER][NEUTRAL] OK, because we're gonna have to change it because I no longer have that that email.
[AGENT][NEUTRAL] OK, alright, what is your new one?
[CUSTOMER][NEUTRAL] My new one is, um, [PII].
[AGENT][NEUTRAL] OK, let me get that email address updated for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Give me just a second. I have a couple of places I have to update it at.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got that email updated for you and changed.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] And you're very welcome. And so what I'm gonna do is while we're on the phone I'm going to order those portability papers for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that you can, you can get them.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And let me give you that um.
[AGENT][NEUTRAL] Policy number real quick so that you have that too so if you ever have to call again you don't have that policy.
[CUSTOMER][NEUTRAL] OK, I have it the next time I have to call.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] OK, so the policy number is 252.
[AGENT][NEUTRAL] 4244.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 252-424-4
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, now let me get those papers ordered for you while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK dokey, I've almost finished it. It's gonna be just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With a little bit of information I need to fill out on the paperwork itself so that's what's taking a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, no problem, thank you.
[AGENT][NEUTRAL] You're welcome. I just wanted to let you know I hadn't forgot about you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes when you wait, you feel like you're being forgotten.
[CUSTOMER][NEUTRAL] I know. I was like, wait, what happened? I know a while ago when the lady had, she had put me on I guess hold and then but it then finally it hung up and I was like, oh wait a minute.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm glad you called back though.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so it's asking.
[AGENT][NEUTRAL] For me to add some information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I've got that um updated for you and I've got the um method of payment letter sent in. I'm also um going to make a note in here that you called that you didn't receive it the first time.
[AGENT][NEUTRAL] So that um
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You can get that information.
[AGENT][NEUTRAL] Um, in the policy, so if you have to call back hopefully.
[CUSTOMER][POSITIVE] That'll be great and I'll send it right back as soon as I get it, yes.
[AGENT][POSITIVE] Yes ma'am. OK, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you so much.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Uh, you're welcome. Thank you. Bye bye.
[AGENT][POSITIVE] You're very welcome. Bye bye.