AccountId: 011433970860
ContactId: 7fefc362-ebd1-44f8-803c-0c2fe18dcc67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373450 ms
Total Talk Time (AGENT): 237766 ms
Total Talk Time (CUSTOMER): 114545 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7fefc362-ebd1-44f8-803c-0c2fe18dcc67_20250428T18:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, I had a policy and then um I requested to port it over so I'm just calling to make sure everything's activated and everything's good to go because I had also sent in like a voided check and I just wanna make sure um and also get my new policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you had opted in to continue your coverage on your own and you're just wanting to verify if we've received your paperwork back? Yes, ma'am. Well, I can certainly help you with that and get you your new policy number as well. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And your poli uh what is your policy number that you had? Do you know that?
[CUSTOMER][NEUTRAL] Yeah, it is 02463078.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and this one there, any information that I do provide for you would be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] What is um again well I don't think I told you this but I'm gonna need to verify several things with you first for security so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your information. So, yes, ma'am, I do see that we did receive that, um.
[AGENT][NEUTRAL] Give me just a moment to look at just a couple of things.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so it does appear that we have received that back uh we did issue a new policy number and you said that this is supposed to be for a bank draft, is that correct?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] On your print. OK. So the policy number for you is 260.
[AGENT][NEUTRAL] 94
[CUSTOMER][NEUTRAL] 26094
[AGENT][NEUTRAL] Uh-huh, 9461.
[CUSTOMER][NEUTRAL] 61. OK, let me repeat that back once. 2609461.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, that is correct. Now Ms. [PII], have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, I never have.
[AGENT][NEUTRAL] OK, that is a portal where you will be able to see your policy numbers. You should be able to see both of them, the one that's active and the one that was formerly active. It'll also have your policy information in there. There's like a PDF copy of your policy in your portal. Now I can, this one should be there. Let me just verify that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But this portal is kind of your um 24/7 access and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Oh, yes, definitely.
[AGENT][NEUTRAL] You can submit claims if you were to ever need to do that you can actually do that through the portal the user guide that I will email you has all of those instructions in there for how to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I, this new policy is not viewable to you yet in the portal, but I will send a request to make sure that it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] And if you want to, you can verify the account number to verify that I have the information, what's entered is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would need for you to tell me, yeah.
[CUSTOMER][NEUTRAL] OK, so you want the all, you want it all?
[AGENT][NEUTRAL] Well, I want to know what.
[CUSTOMER][NEUTRAL] OK, so you want the old policy number or the?
[AGENT][NEUTRAL] No, no, no. I just need your, the account number for the draft, for your banking information to verify that we have the correct information.
[CUSTOMER][POSITIVE] Oh yes, yep, yep, yep, yep.
[CUSTOMER][NEUTRAL] OK, I see what you're saying, yes, OK, that number is [PII].
[AGENT][NEUTRAL] That is what we have and the routing number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Yes ma'am. OK, now the information is correct.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, yeah, so yeah, if you could just send me that email.
[AGENT][NEUTRAL] Sure and the.
[CUSTOMER][POSITIVE] Yeah, just send me that email and I will log on and get that portal and get everything check or you know log on and get it all set up for me.
[AGENT][NEUTRAL] Yup.
[AGENT][POSITIVE] And I will, I'm perfect. So I'm gonna send that in just a moment when we get off of our call, so you will have it within the next few minutes. The email is going to come from [PII] and I will put APL in your subject line so that that's easy to recognize. I don't think it will go to your junk or spam folder, but if you haven't seen it, you know, in 5 or 10 minutes, I would check one of them just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. That helps me out. That's what I needed.
[AGENT][POSITIVE] OK, well, I'm glad I could help you today. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was all I needed.
[AGENT][POSITIVE] OK, Ms. [PII], well, it was my pleasure in speaking to you. Thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too have a great day bye bye.
[AGENT][POSITIVE] Thank you, bye bye.