AccountId: 011433970860
ContactId: 4db2edcb-7a91-4b45-9daf-855be6bfbf86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435869 ms
Total Talk Time (AGENT): 209017 ms
Total Talk Time (CUSTOMER): 119031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4db2edcb-7a91-4b45-9daf-855be6bfbf86_20250122T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. I got a good one. I'm sorry.
[AGENT][POSITIVE] You're good. All right, what do you have?
[CUSTOMER][NEUTRAL] OK, so let me give you a policy number. This lady has 3 policies, but I'm gonna give you policy number 236.
[CUSTOMER][NEUTRAL] 523 8
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, she, her policy lapsed due to fraud.
[CUSTOMER][NEGATIVE] And she's changed her credit card information for payment, but now she said she received an email and there's no claim documents so I'm thinking it's gonna be from customer service.
[AGENT][NEUTRAL] OK, let me see really quick.
[AGENT][NEUTRAL] No, it's verified information.
[CUSTOMER][NEUTRAL] So it's all gonna be through regarding her policy.
[AGENT][NEUTRAL] Mhm. Yes, apparently she um verified the billing information. We, she faxed her portability information to us.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, OK, let me look into the other policies.
[AGENT][NEUTRAL] If there's anything else.
[AGENT][NEUTRAL] Received transfer call request beneficiary.
[AGENT][NEUTRAL] OK. No.
[AGENT][NEUTRAL] 288 the last one.
[CUSTOMER][NEUTRAL] OK, so 1:13 it was a hub request sent.
[CUSTOMER][NEUTRAL] Portability. Oh, you talked to her on the [PII].
[AGENT][NEUTRAL] OK, so the portability, uh, oh, I believe, let me see.
[AGENT][NEUTRAL] Kind of sounded familiar.
[CUSTOMER][NEUTRAL] That's on the policy ending 285288.
[AGENT][NEUTRAL] 288.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said she sent in information.
[AGENT][NEUTRAL] OK, now let's see, 236-5288.
[AGENT][NEUTRAL] OK, continuation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there is another hub request as well.
[AGENT][NEUTRAL] There's 2 actually for her.
[AGENT][NEUTRAL] All right. I can go ahead and take the call.
[CUSTOMER][NEUTRAL] Alright, let me just, and I did verify all of her information.
[AGENT][POSITIVE] All right, good, thank you.
[CUSTOMER][NEUTRAL] But she said she has changed her name but she hasn't gotten her driver's license, so I don't know, she didn't give me her name changer she just verified the information we have on file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, got it.
[CUSTOMER][NEUTRAL] All right. Thank you, [PII]. Let me get Miss [PII] on the line. One moment, please.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line and she has been checking into that and we'll assist you further, OK?
[CUSTOMER][POSITIVE] OK thank you thank you bye bye.
[AGENT][NEUTRAL] Good morning, [PII]. Hello, this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hello, hey, I was just um advised that you already sent to us all your paperwork for you to um continue your policies. I am seeing here in the system that we already received them, but they have not been processed yet, um.
[AGENT][POSITIVE] I see that it has been a couple of weeks already, so what I can do right now is um send a notification directly to the person in charge of um processing them, um, so we can accelerate the process a little faster and as soon as possible, right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, mhm. Um, is there any other question that you have for me?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] Alright, um, I will just look through really quick what you sent to us, um, so let's see, OK, we have the name and account update.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] But my bank account that it's coming out of is still under Suga. I haven't changed at all. I'm in the process of changing it.
[AGENT][NEUTRAL] All right, um, as long as as the bank information, um,
[AGENT][NEUTRAL] Oh, as long as we're provided with an account number and um bank information, we will be good um as long as the name change, um, we, whenever we receive a copy of either your ID um or document that verifies that you changed your name already, um, we can um go ahead and make the update, um, and we will keep it under our records.
[CUSTOMER][NEUTRAL] Yeah, I don't know if I sent you guys I can't remember if I sent a copy of my marriage.
[CUSTOMER][NEGATIVE] License or not, I, I don't know if I did, but anyway, OK, I'm just waiting out of my account and it hasn't so I'm like I don't want it canceled. I wanna continue the service so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, um, since it is on error, uh, since it is on an error on our end, um, I will try to process this, um, as soon as possible, get someone to, to do it today, and since we already received an email from you, we should be um notifying you um responding back to the email we received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] All right. You're very welcome. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, thank you for calling APL Miss [PII]. I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.