AccountId: 011433970860
ContactId: 827afc75-aca0-4b10-ba9c-4a7d37a64708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344579 ms
Total Talk Time (AGENT): 198249 ms
Total Talk Time (CUSTOMER): 108561 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/827afc75-aca0-4b10-ba9c-4a7d37a64708_20250203T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? It's me so.
[AGENT][POSITIVE] Hello, good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I have a member on the line that, uh, she's calling because she said she never received the portability letter. Now we have a wrong address, so maybe we just send it to the wrong address, um, but yeah, she wants to know if she can still get that letter, but it looks like the policy has been terminated since, uh, December last day of December last year, so I don't know if she still can get um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Last year, 24.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because it was less on 11 of 25.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm, OK, it was lapsed.
[AGENT][NEUTRAL] OK, um, what is the policy number?
[CUSTOMER][NEUTRAL] It is 253-536-9.
[AGENT][NEUTRAL] Let me check it really quick.
[AGENT][NEUTRAL] OK, I don't see that we mailed any um.
[AGENT][NEUTRAL] Um, all right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, and I did not change the address. I'm sorry. I just realized I'm like I, I, I could have changed it but I didn't.
[AGENT][NEUTRAL] It's OK, I can change it.
[CUSTOMER][NEUTRAL] Um, I didn't get the new address. OK, thank you. I'm so sorry. Let me put her in. Thank you.
[AGENT][POSITIVE] OK good. Mhm.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. I got Miss [PII] on the line she's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Awesome, thank you. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][POSITIVE] Yes, I can hear you. I'm doing good.
[CUSTOMER][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Mm great.
[AGENT][NEUTRAL] All right, I was just advised that you never received our portability letter. Is that correct?
[CUSTOMER][NEUTRAL] That is correct, yeah, it looks like you had uh my old address on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, we have [PII].
[CUSTOMER][NEUTRAL] Yeah, that's, that's my current address. I, I think she might have changed it because I'm, when we were, uh, when she was confirming my identity just now, she, I mentioned the [PII], my old address.
[AGENT][NEUTRAL] On the call
[AGENT][NEUTRAL] OK, so it is already updated. Alright, let's see when was
[AGENT][NEUTRAL] I'm gonna check really quick on the dates since.
[AGENT][NEUTRAL] OK, you see.
[AGENT][NEUTRAL] The 30 days, the 30 day grace period has already passed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] For us to be notified if you wanted to uh like.
[AGENT][NEUTRAL] For you to notify us that you wanted to keep the policy. Um
[AGENT][NEUTRAL] Even though I will go ahead and make an exception, um, since we had the incorrect address, um, I will
[CUSTOMER][POSITIVE] That would be fantastic.
[AGENT][NEUTRAL] I will go ahead and work on that um portability letter for you, and I will go ahead and send it by mail, um.
[AGENT][NEUTRAL] See really quick.
[CUSTOMER][NEUTRAL] Was it something I could set up over the phone?
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Or unfortunately no, since the type of product it is and uh we need you to sign um other um other forms. Um, so is [PII] a good email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, that's it.
[AGENT][NEUTRAL] Alright, so I will be mailing the form to you and I will be also emailing it to you. That way if you are able to, you can um electronically fill it out and send it back to us as soon as possible because since that 30 days grace period has already been passed, but it's over a little bit over those 30 days, um, so.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I will do that. I will work on that um email. It will take me a little bit. So I would say expect it between 20 to 30 minutes so I can work on it. I good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, that sounds great. I'll try and get that complete today.
[AGENT][NEUTRAL] All right, Ms. [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] I don't think so. That's it.
[AGENT][NEUTRAL] Alright, I will get to work on that email for you. Um, it will contain your electronic funds transfer in case you will like to pay us by um bank draft. It will have another consent form for you to sign if you would like to have, um, your policy certificate information received via email and other stuff that you will have to sign. Um, so it will take me a couple of minutes, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome sounds good.
[AGENT][POSITIVE] All right, well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thanks you as well have a good one.
[AGENT][POSITIVE] Thank you, you too. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye.