AccountId: 011433970860
ContactId: 448642ef-421f-49de-bb88-16530f442b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 767940 ms
Total Talk Time (AGENT): 254385 ms
Total Talk Time (CUSTOMER): 321609 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/448642ef-421f-49de-bb88-16530f442b79_20241230T19:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and the reason for my call is that I have received um a second letter from APL about policy request to port coverage.
[AGENT][NEUTRAL] All right,
[CUSTOMER][NEUTRAL] Or and or or electric funds transfers on the other side of it.
[AGENT][POSITIVE] All right, well, it would be a pleasure to assist you, Ms. [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would that be my um certification number?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] 004
[CUSTOMER][NEUTRAL] 52304
[AGENT][NEUTRAL] And Ms. [PII], what is your date of service, I mean, your date of birth? I apologize.
[CUSTOMER][NEUTRAL] It's OK. [PII].
[AGENT][NEUTRAL] All right, thank you. And this is for your dental policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Did you want to continue your policy?
[CUSTOMER][NEUTRAL] Yes, please. I was wondering if the screen that you are looking at shows that I had sent one of these completed forms, um, policy request support coverage electronic funds transfer. I was wondering if um you are seeing evidence to show that I had already sent one of these completed forms maybe 2 or 3 weeks ago.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I don't see that in the notes. Did you send it um by fax or email or by mail?
[CUSTOMER][NEUTRAL] Um, uh, uh, um, regular mail, and I'm sure that I put it in an American public life, uh, envelope.
[AGENT][NEUTRAL] It does not look like it came through and of course, with the holidays.
[AGENT][NEUTRAL] That could be the issue, but they can check it in our customer service department, but I do need to verify your information if you don't mind.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] So what is your current mailing address?
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm wondering if you have my for if you're looking at my former address in [PII] because it seems OK, is it are you able to change?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm fixing to update that for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh, I love that you're fixing to do that. I love that verb.
[AGENT][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] Fixing, can you tell I'm from the South?
[CUSTOMER][NEUTRAL] It, you know, I didn't, uh, it, I didn't catch it until you said fix it.
[AGENT][NEUTRAL] It's a dead giveaway, isn't it?
[CUSTOMER][NEUTRAL] Where are you from? Where are you from?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Uh, no, you really don't have a particularly thick Mississippi accent.
[AGENT][NEUTRAL] Until I get to the fixing too.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] I lived in [PII] for 26.5 years and I moved back home to [PII] a year ago and um I use a lot of southernisms. I love them.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] I.
[AGENT][POSITIVE] I'm glad to make you
[CUSTOMER][POSITIVE] My favorite is the, my favorite is the double conjunctive or not conjunctive, the double, uh what's it um oh my gosh, I taught English for 37 years. I can't.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] It's some, um,
[CUSTOMER][NEUTRAL] Anyway, [PII] could.
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] [PII] could. They are subjunctive verbs.
[AGENT][NEUTRAL] Um, I might could change your address.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. My address for almost a year is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S as in Sam.
[CUSTOMER][NEUTRAL] R as in road.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 307 Factoryville, F A C T O R Y V I L L E, Pennsylvania.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, now just to make sure, I've got [PII].
[AGENT][NEUTRAL] Your city is [PII] and that's in [PII] and the zip code [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I am updating that right now.
[AGENT][NEUTRAL] I've moved I've moved past the [PII] and 2.
[CUSTOMER][POSITIVE] Very good.
[AGENT][NEUTRAL] Let's see. OK, so I've got that updated and what about your phone number? Do we need to update that?
[CUSTOMER][NEUTRAL] Um, it should be, uh, yeah, I just have a cell phone and that is [PII].
[AGENT][NEUTRAL] OK, and we don't have an email on file for you. Can I add an email?
[CUSTOMER][NEUTRAL] Sure, [PII]. [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm looking right at it and says [PII] I'm so sorry. [PII]
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 555 8.
[AGENT][NEUTRAL] OK, 58 at.
[AGENT][NEUTRAL] Gmail
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got you, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. I have updated that information for you, so you were at the right place now.
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] And I will be happy to get you to our customer service department so they can check on that port portability information.
[CUSTOMER][POSITIVE] Sounds good. I, I really enjoyed talking with you this afternoon. Thank you.
[AGENT][POSITIVE] Well, it's been my pleasure, Ms. [PII], and if you need any further assistance, never hesitate to give us a call and I hope you and your family have a very happy New Year.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] Thank you, Miss [PII]. One moment.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy New Year.
[CUSTOMER][POSITIVE] Happy New Year.
[AGENT][NEUTRAL] [PII], listen I've got policy number 452.
[AGENT][NEUTRAL] 304.
[CUSTOMER][NEUTRAL] 452-304
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I have already updated her address, so that's been taken care of everything else and added in emails, so everything else has been verified. She has received her second port letter from us, and she's stating that she sent in a completed form about 2-3 weeks ago.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she does want to continue her policy.
[AGENT][NEUTRAL] And she sent it in by mail.
[CUSTOMER][NEUTRAL] By mail alright.
[CUSTOMER][NEUTRAL] All right, let me just a second to look it up if we haven't received it has, we probably have it. What happens is that it probably hasn't been processed yet.
[CUSTOMER][NEUTRAL] Probably let me just a second to look it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, my own base is still loading.
[AGENT][POSITIVE] Yeah, mine's giving me fits today too.
[AGENT][NEUTRAL] If it's not been processed for portability, will we have it in on base?
[CUSTOMER][NEUTRAL] Um, if she send it through mail sometimes, um,
[CUSTOMER][NEUTRAL] It's into on-base in our bin to work out.
[AGENT][POSITIVE] Got you. Like in work flow.
[CUSTOMER][NEUTRAL] It gets scan, yes, like in workflow.
[AGENT][NEUTRAL] Got you, so I wouldn't be able to see that.
[CUSTOMER][NEUTRAL] Yes, just call me here.
[CUSTOMER][NEUTRAL] If it's not here, then there's another um or we receive these applications, but I'm not, I, I don't have access to those.
[CUSTOMER][NEUTRAL] Give me just a second to look it up if we have received it.
[AGENT][POSITIVE] All right. She's, uh, I told her it might take just a minute, so she's good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just go back to her and tell her, or you wanna go ahead and take the call and then that way she's.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, because I'm not able to see it here. I'm not even sure if we have received it yet. She sent it through mail. That can also take a little bit of time.
[AGENT][NEUTRAL] Yeah, she sends it by now.
[AGENT][NEUTRAL] Yeah, she just wants to make sure is her policy good until you get it or, you know, those all the normal stuff.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can, I, I will go ahead and take the call.
[AGENT][NEUTRAL] All right, thank you, [PII]. One moment, let me get her on the line.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line. She's looking to see if we've received that and she will assist you further, but it's been a joy to talk to you today and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, so I give you my, um, should I give you my policy number?
[CUSTOMER][NEUTRAL] No, Ms. [PII], it's not necessary. I already have it pulled up. I was trying to look if we.
[AGENT][NEUTRAL] Yeah.