AccountId: 011433970860
ContactId: 41be29ff-7777-428b-a609-65f33e607445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484179 ms
Total Talk Time (AGENT): 152444 ms
Total Talk Time (CUSTOMER): 204742 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/41be29ff-7777-428b-a609-65f33e607445_20250304T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes. Oh [PII]. Can you please hang on for one minute, one minute.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hey, OK, I'm so sorry. OK. Are you there?
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Ma'am, I'm here.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, good. OK, so, um, I retired in [PII], [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh, that's it and.
[CUSTOMER][NEUTRAL] Yeah, I've sent in this uh policy owner's request to port coverage forms of what it is.
[CUSTOMER][NEUTRAL] And I have sent in my
[CUSTOMER][NEUTRAL] Paperwork to have my policy taken out of my account, out of my checking account, I'd send in a voided check and all that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I don't, I tried to call myself looking, but I did, I've not seen it come out yet, I don't think.
[CUSTOMER][NEUTRAL] Of my of my account, can you, can you check and see if I'm paying it yet or what's going on with it?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely I can help you. um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII], and my name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then is it gonna be the er number you need?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] certificate number certificate number. OK. 00731226.
[AGENT][NEUTRAL] OK, let me look that up so that we can find out what's going on with your policy.
[CUSTOMER][NEUTRAL] OK, and it may have been coming out. I may, I've been meaning to call, but I, I mean I've had so much I've been trying to get situated here.
[AGENT][POSITIVE] Yes ma'am. Let me look real quick, Miss [PII]. I'm trying to pull it in now for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm going to need um to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then what is your address?
[CUSTOMER][NEUTRAL] I had a cancer, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is your address number?
[CUSTOMER][NEUTRAL] Ma'am, can you hear me?
[AGENT][NEUTRAL] Yes ma'am, go ahead.
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Coming in and out, like I can't hear what you're saying.
[AGENT][POSITIVE] I am so sorry. I am so sorry, Ms. [PII], um, I just needed.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] I just need you to verify your address, phone number and email address for me.
[CUSTOMER][NEUTRAL] OK. My address is [PII].
[CUSTOMER][NEUTRAL] I didn't hear what else you said. My email is [PII], but [PII]'s spelled differently. It's spelled [PII].
[CUSTOMER][NEUTRAL] It might have had my work it.
[AGENT][NEUTRAL] OK, and then the phone number that you gave.
[CUSTOMER][NEUTRAL] I was gonna say it might have had my work, my school uh email address on there and so I don't have access to that anymore.
[AGENT][NEUTRAL] I do have your [PII].
[CUSTOMER][NEUTRAL] OK, good. OK. All right. And then uh what did you need?
[AGENT][NEUTRAL] OK. And then we just, mhm, just your phone number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you Ms. [PII]. Now if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, please call me back.
[AGENT][NEUTRAL] Uh yes ma'am. OK, Ms. [PII], I'm gonna um go ahead and transfer you on over to customer service so that can help you with the portability of your policy.
[CUSTOMER][NEUTRAL] OK, so have I been paying it?
[AGENT][NEUTRAL] I can see that information um that's why I need to transfer you to customer service so that they can assist you further.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's got
[AGENT][NEUTRAL] You're welcome. It's gonna be a brief hold while I transfer you over, Miss [PII]. We appreciate you calling APL.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEGATIVE] I've got um can you hear me OK? My phone is acting stupid today with this weather um I've got an insured on the phone. Her policy number is 731-226. Her name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have verified her policy. She is calling because she sent in her report paperwork and she sent in her bank draft form, but she hadn't been drafted yet. I did not tell her her policy has lapsed, but she's calling to follow up on her policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, uh, pouring, oh, but
[CUSTOMER][NEUTRAL] I see paid today 2000 here.
[AGENT][NEUTRAL] On 731-226.
[CUSTOMER][NEUTRAL] 7312. 0, I'm missing a, a 2. OK. 26. OK, I got the wrong policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and I didn't say anything about being laps because that's what her concern is, is that she sent her stuff in but.
[CUSTOMER][NEUTRAL] I was like,
[AGENT][NEUTRAL] She wanted to make sure everything was OK with her policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1226. Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][POSITIVE] OK, thanks [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.