AccountId: 011433970860
ContactId: 7e253a27-93ad-4c89-b071-1f27b539ef2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224830 ms
Total Talk Time (AGENT): 99533 ms
Total Talk Time (CUSTOMER): 102882 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7e253a27-93ad-4c89-b071-1f27b539ef2f_20250403T18:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. They, they did. They, they just mailed them out, um, a few weeks ago.
[CUSTOMER][NEUTRAL] Oh my, yeah.
[AGENT][NEUTRAL] But they are dated, they're dated [PII]. Yeah, I don't know.
[AGENT][NEUTRAL] But yeah, uh, what is her policy number?
[CUSTOMER][NEUTRAL] Her policy number is gonna be 253.
[CUSTOMER][NEUTRAL] 5908.
[AGENT][NEUTRAL] OK. And her callback number?
[CUSTOMER][NEUTRAL] Her callback is [PII] and we're speaking with [PII].
[AGENT][NEUTRAL] OK, and she's verified, correct.
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][POSITIVE] All right, I'm ready. Thank you.
[CUSTOMER][POSITIVE] Here she comes, [PII]. Thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, good afternoon, uh, [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I am well how are you?
[AGENT][POSITIVE] I'm, I'm well, thank you for asking. And how can I help you today with your policy?
[CUSTOMER][NEUTRAL] Oh, I've just explained to the person I spoke with. I had gotten a portability letter and it just came in last week or the week before, and I just now noticed it was dated in December. Um, it doesn't have a due by date on it, but anyway, I'm just trying to figure out how to complete the form. I just wanna make sure I completed it correctly before I drop it back in the mail to you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] Can I give you my 3rd number to start?
[AGENT][NEGATIVE] Yes, she gave me your policy number, uh, your certificate number and I've got it pulled up and unfortunately we mailed out the wrong portability forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know why they mailed them so late and then they mailed the wrong ones but anyways I would need to get you the correct form to fill out and.
[AGENT][NEUTRAL] I can email that to you or I can mail it to you either way.
[CUSTOMER][POSITIVE] Yeah, that would be, yeah, you can email. That's perfect. And then can I get it completed and then fill it out so I can, I mean like email it back.
[AGENT][NEUTRAL] Yes ma'am and uh you will owe January, February, March and April's premium.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] At 43, it's 4377 per month. It stays the same as it was, and your email is [PII].
[CUSTOMER][NEUTRAL] That's fine. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that where you want me to send it?
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that'll be fine.
[AGENT][POSITIVE] All right, I will get that right to you.
[CUSTOMER][NEUTRAL] Can I update, I mean you can send that there today, but can I give you an updated email address just because I mean if anything happens and I don't work there anymore, I I would come to my personal email.
[AGENT][NEUTRAL] OK. Um, well, I can change this one.
[CUSTOMER][NEUTRAL] Any correspondence?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK. All right. And what's the new address?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you want the the the form sent to the [PII] and then after I get that sent out, I'll get it changed.
[CUSTOMER][NEUTRAL] It isn't whatever is most convenient for you. I, I, yeah, wherever you wanna send it's fine.
[AGENT][POSITIVE] OK. Well, I will get that right out in the mail to you or email, I'm sorry. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] No, I appreciate it thank you so much for your help.
[AGENT][POSITIVE] All right, well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm. Goodbye.