AccountId: 011433970860
ContactId: 7f86fc90-4900-456f-8414-06d69a1f41e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249419 ms
Total Talk Time (AGENT): 53771 ms
Total Talk Time (CUSTOMER): 74898 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7f86fc90-4900-456f-8414-06d69a1f41e3_20250404T14:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and I'm uh completing my form for the portability election form and I just don't know what premium I'm supposed to put in the uh and sending off so I'm trying to check.
[AGENT][NEUTRAL] OK, uh, let me get you to our customer service department and they can help you with that. But let me get, let me get some information verified. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, it's, um, yeah, 253-597-6.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good call back number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And lastly your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um, it looks like we have a worker's email address.
[CUSTOMER][NEUTRAL] You probably have the [PII].
[AGENT][NEUTRAL] Yes, uh, do you wanna change that?
[CUSTOMER][NEUTRAL] Or did, yeah, I need to change it, yeah.
[AGENT][NEUTRAL] OK, will you give me that good email again? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's the letter [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, and let me get you on the line with customer service and they can help you about the portability, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you. Have a good weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with the care team, and I've got an insured on the line that wants to talk about her portability on her um plan.
[CUSTOMER][NEUTRAL] All right, what is the policy number?
[AGENT][NEUTRAL] Uh, policy number is 253.
[AGENT][NEUTRAL] 5976.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have verified all of her information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, good morning, Ms [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.