AccountId: 011433970860
ContactId: 6fed9b05-e0e0-44c4-a63f-4496a27b0425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393799 ms
Total Talk Time (AGENT): 112428 ms
Total Talk Time (CUSTOMER): 171026 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6fed9b05-e0e0-44c4-a63f-4496a27b0425_20250225T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling about a policy that I had through my uh company.
[CUSTOMER][NEGATIVE] And uh I no longer work for them.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I need to change that to an individual policy and I called on [PII] and talked to somebody named [PII] and she was supposed to send me all the paperwork to change that and I have not got that yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Let's see what's going on, um, Miss [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, 22426.
[AGENT][NEUTRAL] OK, so that's the group number. Um, do, do you have the policy number? It's gonna be a little bit longer than that one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let me uh certification number.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] 01625371
[AGENT][POSITIVE] Thank you. All right, and may I have um
[AGENT][NEUTRAL] Your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Mailing address [PII].
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, let me see what happened to that to those documents. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get customer service on the line for us. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that, um, and she spoke to [PII] a couple of weeks ago, uh, well, a couple of months ago, well, about a month ago. I transferred a call and um it looks like uh she was told that she was gonna receive the documents reporting the policy, but she has not and she's calling back.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 162-537-1.
[CUSTOMER][NEUTRAL] You said 162-537-1?
[AGENT][NEUTRAL] Yes, 162-537-1. Mhm.
[CUSTOMER][NEUTRAL] OK, no wonder why I was. I was lost. Hang on. There's other policies.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was a month ago. Hang on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think she only has 30 freaking days.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me look at one more thing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is a little hair or something. I got something in my throat.
[CUSTOMER][NEUTRAL] She out to me too.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh my [PII], you did. I'm sorry.
[AGENT][NEUTRAL] I don't know what's wrong with my throat.
[CUSTOMER][NEUTRAL] It's OK. It's the weather, my nose is like, oh my God, I wanna rip it off. But anywho, what's her callback number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] [PII]. OK. All right. I've got it. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, you're welcome. Here she comes. Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good afternoon. How are you doing today? I'm doing just fine.
[CUSTOMER][NEUTRAL] I've got your information pulled up and it looks like a letter went out on [PII] but should have gotten it by now um so.
[CUSTOMER][NEUTRAL] What I'm gonna do is just, is it possible for me to email you the letter and you submit it back in because you have 30 days from the date of the letter that goes out to get back to us so we definitely need to get this back in. Can you verify your email address for me please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] And it could be that you may be receiving it in the mail because it says the [PII] it generated, but it probably didn't go out until the [PII]. Um, I don't know, it's just the mail is moving a little bit slower nowadays, and there was President's Day between there too. So, um, but what I can go ahead and do is email it to you and we'll send another one in the mail just in case.