AccountId: 011433970860
ContactId: 7db2e405-8b94-4e6f-8834-07178ba7d3a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246979 ms
Total Talk Time (AGENT): 79365 ms
Total Talk Time (CUSTOMER): 71675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7db2e405-8b94-4e6f-8834-07178ba7d3a1_20250403T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII], and I received, um, I guess like a portability letter. I've just now noticed it was, it was dated in December and it literally just got here last week. I've just had a chance to call so I don't know if that's an issue. um, can I give you the certificate number because I'm needing to fill out this form and get it back to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Go ahead, [PII].
[CUSTOMER][NEUTRAL] It is 02535908.
[AGENT][NEUTRAL] OK, let me just pull this up here and do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And then for security, I will need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. I wonder, let me check.
[AGENT][NEUTRAL] OK, so let me reach out to um our team that deals with portability and everything. Do you mind if I place you on a brief hold here, [PII]?
[CUSTOMER][POSITIVE] No, that's fine. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thanks for asking. I have an insured on the line. Um, she just gotten a letter about portability and wanted to talk to somebody about that. Um, she's with that Higginbotham group, so she said it was, she just got it, but it was sent in December.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right. They, they did, they, they just mailed them out um a few weeks ago.
[AGENT][NEUTRAL] Oh my, yeah.
[CUSTOMER][NEUTRAL] But they are dated, they're dated [PII], yeah, I don't know.
[CUSTOMER][NEUTRAL] But yeah, uh, what is her policy number?
[AGENT][NEUTRAL] Her policy number is going to be 253.
[AGENT][NEUTRAL] 5908.
[CUSTOMER][NEUTRAL] OK, and your callback number?
[AGENT][NEUTRAL] Her call back is [PII] and we're speaking with [PII].
[CUSTOMER][NEUTRAL] OK, and she's verified correct.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][POSITIVE] All right, I'm ready. Thank you.
[AGENT][POSITIVE] Here she comes, [PII]. Thanks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, good afternoon, uh, [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I am well how are you?
[CUSTOMER][POSITIVE] I'm, I'm well thank you for.