AccountId: 011433970860
ContactId: 5439c547-1d6c-41bd-bf30-35ae5d557c4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361160 ms
Total Talk Time (AGENT): 195187 ms
Total Talk Time (CUSTOMER): 104812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5439c547-1d6c-41bd-bf30-35ae5d557c4b_20250306T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, my certified number is 02453072. I got this letter from y'all and I'm not sure.
[CUSTOMER][NEUTRAL] What is 4.
[AGENT][NEUTRAL] OK, Miss. I, so you have received a letter from APO that you're wanting to find out what it's in regards to, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, ma'am, I can help you with that. And what is a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And give me just a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess it says electronic fund transfer.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I will have to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEGATIVE] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Now you might have my work email and that's [PII].
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so we did have the number that you gave me. Their um the, I'm sorry, the first email, not number, the first email. OK, Ms. [PII]. And so, uh, you received a letter. What is the letter in regards to again, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it electronic funds transfer authorization um.
[AGENT][NEUTRAL] OK, so give me just a moment.
[CUSTOMER][NEUTRAL] Policy owner requests.
[AGENT][NEUTRAL] And what is the date of your letter, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] OK, so give me a moment to see if I can locate that letter, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so yes ma'am, I can see that this letter was sent to you in regards of continuing your coverage with this plan if you so chose to do that on your own. Now I'll be happy to connect you over with customer service so that they can further help you with this and when I transfer you, you will not have to re verify any of your information. I will give them your policy number and let them know the reason for your call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So is there anything else? Oh, yes, ma'am. You're welcome. Can I?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, [PII], well, that's all I can help you with. Thank you again for calling APL, and if you will give me just one moment, I will get you connected with someone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am, and thank you again for calling APL. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm all right, thank you. So I have an insured on the line who has received a letter that we sent out regarding porting um her coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she just has some questions on that. She didn't know what this was about. Um, that she was an Apple green insured.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I did locate the letter and I mean it's this policyholder request to support coverage but you know an electronic funds transfer things anyway but um the policy shows lapses a 121.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] OK, yeah. Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] And yeah, it's basically why did she receive this and you know, what is it, but she's fully verified everything in the system is correct and obviously I didn't bring up the OSC since the policy is currently lapsed.
[CUSTOMER][NEUTRAL] OK, yes. OK.
[AGENT][NEUTRAL] All right. And the phone number that should be on the screen is actually the one that she's calling from. Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. OK. What's the policy number?
[AGENT][NEUTRAL] Oh, I guess that would be helpful for you, wouldn't it, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 2453072.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] That is her, yes.
[CUSTOMER][NEUTRAL] That name is familiar. OK, don't know why.
[AGENT][NEUTRAL] There's not any, I don't know, there's not any yet. And you know, her name is kind of familiar to me but it doesn't, uh, there's not hardly any notes. I mean, like 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Got you.
[AGENT][NEUTRAL] All right. Well, are you ready for this 5?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I am ready, thank you.
[AGENT][POSITIVE] OK, [PII]. Well, thank you and have a great day, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.