AccountId: 011433970860
ContactId: 46aabb97-abc5-43b0-8ff8-29388de3ab18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611820 ms
Total Talk Time (AGENT): 285647 ms
Total Talk Time (CUSTOMER): 217140 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/46aabb97-abc5-43b0-8ff8-29388de3ab18_20250402T14:49_UTC.wav
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[AGENT][NEUTRAL] Excuse me. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I have a couple of questions.
[CUSTOMER][NEUTRAL] I am, uh, I work for Higginbotham, and they, I think they canceled our contract with APL and I got a letter that I can put the coverage. However, I'm a little worried that I might be too late to do that because my address was not correct, so I just received the letter.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Ms. [PII], can you provide me with your, um,
[AGENT][NEUTRAL] Your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Would that, that would be, would that be certain number on the form?
[AGENT][POSITIVE] Yes, ma'am, yes ma'am, it should be.
[CUSTOMER][NEUTRAL] OK. It's OK. It's 02535309.
[AGENT][POSITIVE] Thank you, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On we start, let's do a quick verification.
[AGENT][NEUTRAL] Uh, starting with your date of birth and then your address, please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my new address, my current address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let's see. OK, so that was [PII]. What was that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] City, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, what's that again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm sorry, we're, we apparently have a bad connection. What was the zip code again?
[CUSTOMER][NEUTRAL] Oh, I, yeah, it is a little scratchy. We, we're having bad weather here, so it could be that. I, I don't know. Yeah, let me.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Let me try this.
[CUSTOMER][NEUTRAL] I don't know if that makes it any better or not, but.
[AGENT][NEUTRAL] All right, can you give me that zip code one more time, please?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] And Ms. [PII], can we verify the, uh, the address that we do have on file for you?
[AGENT][NEUTRAL] The old address.
[CUSTOMER][NEUTRAL] Sure, it's, it's [PII].
[CUSTOMER][NEUTRAL] Village Drive.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] For you, so no, we did not have your updated address. Uh, let me get that much corrected and I'll make a note in here. So Ms. [PII], um, let me see, next day looks like you're calling from the number we have on file, [PII].
[AGENT][NEUTRAL] And, uh, the last thing we need to verify is your email address.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, OK. Let me, I don't know if this is my home email address or my work email address, but I'll give you my home. It's my work.
[AGENT][NEUTRAL] Your work.
[AGENT][NEUTRAL] Your work email address.
[CUSTOMER][NEUTRAL] That's another kind of tricky thing cause we got bought out, but I'm gonna give you my current one and we'll go from there. Um, it's, um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] All right, OK, so what was that city is not excepting the city.
[CUSTOMER][NEUTRAL] I can give you the old one.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] But all I heard was worth, and I don't I guess it's just cutting out all.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so we do have that upstairs.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright Ms. [PII], what I can suggest is that you go ahead and just get that information submitted and I will make a note in our system that you did call and that we did update your address that we had the wrong address for you in our system.
[CUSTOMER][NEUTRAL] OK, so I just need to fill this form out and send it in via, is there an email address that I can send it to or is there a.
[AGENT][POSITIVE] Yes, ma'am. There is an email address, which is much faster.
[AGENT][NEUTRAL] And, uh, do make, you know, do mention in there that you just received that due to the form having the incorrect address on it.
[AGENT][NEUTRAL] And I'll also make a note in here that you called and we updated your address.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] It is the form, is this form available electronically?
[AGENT][NEUTRAL] Uh, which form is that? The, the form for, um,
[CUSTOMER][NEUTRAL] It's the pork that it.
[CUSTOMER][NEUTRAL] It says that the top policy owners request support coverage and then also electronic funds transfer.
[AGENT][NEUTRAL] Only the electronic funds transfer form would be should be on, on our website at [PII].
[CUSTOMER][NEUTRAL] There were 2 different
[AGENT][NEUTRAL] The other letter should be one that was designed just for you showing your rates. Is that is that, is that what it's showing?
[AGENT][NEUTRAL] That you can pay, you know, how much your uh premium is.
[CUSTOMER][NEGATIVE] No, it's, it doesn't show any.
[CUSTOMER][NEGATIVE] No, it doesn't show any rights. It's just a simple form that says.
[CUSTOMER][NEUTRAL] It has a name, address, email address, product support, certificate number. It doesn't have any rates attached whatsoever.
[AGENT][NEUTRAL] OK, but it does have your policy number on it. Is that correct?
[CUSTOMER][POSITIVE] It, it does at the top, yes.
[AGENT][NEUTRAL] So that should be just, just for you. So that would not be on our website if it's, you know, just something that's designed for you.
[AGENT][NEUTRAL] I was looking, OK, I was looking to see if we had that on file, but I'm not showing where.
[AGENT][NEUTRAL] Uh what was sent to you is on file.
[AGENT][NEUTRAL] OK. But the, the bank draft form, that is on our website. Now you can send it, you know, you can set it up to, uh,
[AGENT][POSITIVE] Complete that and just you can email that to our care team and I can give you I'm sorry, I'm having trouble with my voice um.
[AGENT][NEUTRAL] And you can send that to our care team email, which is much faster, or you can mail it in, but that will take much more time. Uh, but Ms. [PII].
[CUSTOMER][NEUTRAL] I'd rather, yeah, I'd rather email it if possible.
[AGENT][NEUTRAL] OK. I will let you know that's not a guarantee that you'll, you know, you'll get issued, but I would certainly send it in and see if they will review it due to the incorrect address being in here, you know, in our system.
[CUSTOMER][NEUTRAL] OK. OK. And, and what is that email address?
[AGENT][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] No, no. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then put the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] Awesome. All right. Thank you so very much. I will get this taken care of.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am. And by emailing it, you'll have someone to correspond with that way.
[CUSTOMER][POSITIVE] Oh, good, good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That works then. Perfect. Thank you so much for your time. I really appreciate you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All right, wonderful.
[AGENT][NEUTRAL] Certainly, is there anything else we can help you with at this time?
[CUSTOMER][NEUTRAL] I don't think so. I think I'm set.
[AGENT][POSITIVE] OK. Well, thank you, Ms. [PII], for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK