AccountId: 011433970860
ContactId: 6ba4ed29-fb7e-40dd-8658-7e3e5183184d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392750 ms
Total Talk Time (AGENT): 189110 ms
Total Talk Time (CUSTOMER): 129691 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6ba4ed29-fb7e-40dd-8658-7e3e5183184d_20250501T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling on behalf of a letter that I have got, uh, from APL. I had insurance with you guys with my job, but they currently switched over and they sent me a letter from APL. They said that I can keep my coverage that I have, and I'm trying to find out because I was, I had it for a long time and I'm trying to make sure that it doesn't.
[CUSTOMER][NEUTRAL] Expire.
[AGENT][NEUTRAL] OK, so you had a policy with APL but now you're, it's no longer through your employer and you've received a letter regarding continuing your policy, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, sir, well I can partially help you. What I'm gonna need to do first off is to pull up your policy information and verify some things with you for security, and then once I can see exactly what type of policy it is you have, then I'll be able to direct you better as to who you will need to speak to, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh this is uh uh [PII].
[AGENT][NEUTRAL] OK, thank you. And then your policy number please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Policy number is uh.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 484-780
[AGENT][NEUTRAL] OK thank you one moment please while I get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, it's in uh [PII].
[AGENT][POSITIVE] OK, thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] Uh 5 I'm, I'm gonna, I'm gonna give you a different [PII].
[AGENT][NEUTRAL] OK, now that's not what we have yes sir, that's not what we have on file for you.
[CUSTOMER][NEUTRAL] But it's uh that that one is [PII], I mean uh [PII]. I was uh.
[CUSTOMER][NEUTRAL] [PII]. I was trying to give you a different address in case you want to send something to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, let's finish verifying your information and we'll come back to your address. So the phone number that we have on file for you is the same as the one you gave me. So again, that is your best callback number. Is that correct? OK, thank you. And then lastly, what is your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. So on your on your address, Mr. [PII], does that need to be changed in our system to a different address other than the [PII]?
[CUSTOMER][NEUTRAL] Um, no, no, just keep, you can keep it right there like that for right now. I'm sorry. I, I was just, uh, mhm.
[AGENT][NEUTRAL] OK. Oh, that's OK.
[AGENT][NEUTRAL] OK, so if at some point that does need to be updated, just give us a call so that we can get that updated for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So what I'm going to do now is I'm going to connect you with a member of our customer service division so that they can further assist you since you received that letter from us about continuing this policy. And when I transfer you, I will give them your policy number and I will also um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, uh, excuse me, I have another policy number also.
[CUSTOMER][NEUTRAL] Oh no it's only one, yeah, it's a different one too.
[CUSTOMER][NEUTRAL] Because it's for two different things.
[AGENT][NEUTRAL] OK, and the other policy number that you received the letter about?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 48.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 459 7.
[AGENT][NEUTRAL] OK, thank you. And that is for your life insurance policy.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. All right. So I will give them both of those numbers and let them know the reason for your call. So before I do that though, Mr. [PII], is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well, thank you so much ma'am for calling APL. I, I hope you have a very nice day today.
[CUSTOMER][NEUTRAL] Oh, you too.
[AGENT][POSITIVE] Yes, sir. Thank you so much. So one moment, please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] I have a, hey, I have an insured on the line who is calling uh after receiving two portability letters for his policies, two policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, one of the policies is 248-478-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other one is 248-45997. And this is Mr. [PII].
[AGENT][NEUTRAL] And he is fully verified.
[CUSTOMER][NEUTRAL] OK, and his callback number is the one he's calling on?
[AGENT][NEUTRAL] Yes, it is. Mhm.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] All right. Well, thank you, [PII]. Here comes Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Bye-bye. You're welcome.