AccountId: 011433970860
ContactId: 84e2d9f7-6fbf-440f-9de4-71e783201e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436079 ms
Total Talk Time (AGENT): 107336 ms
Total Talk Time (CUSTOMER): 218934 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/84e2d9f7-6fbf-440f-9de4-71e783201e13_20250331T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so I have a question. This is [PII]. um, I just got off the phone, um, talking with the EBI so last month I got a portability election form.
[CUSTOMER][NEGATIVE] And I mailed it to the address on [PII] and she just informed me I should have, it didn't have the PO box.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she told me to call and see is it too late to send that in or do I need to just notify you all that I'm putting it back in the mail to the PO box?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, how long was this, um, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I signed this on [PII], just got it in the mail, Saturday.
[CUSTOMER][NEUTRAL] And I addressed it to the address that was on the portability form election form, and that was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I got a return to sender not deliverable.
[AGENT][NEGATIVE] You got a return.
[AGENT][NEUTRAL] OK, got you. OK, um, let me go ahead and do you have the policy number so I can go ahead and pull your information and get the correct department to assist you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, I have the certificate number.
[AGENT][NEUTRAL] Uh-huh, that's it.
[CUSTOMER][NEUTRAL] 7747986
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII], uh, it may be [PII], is that the one that was listed or is there another one?
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Yes. No, that's good. Thank you. All right, um, let me go ahead and get customer service on the line for us and see if we can still get that one, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], good morning. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, good morning. I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I'm good, thank you. Um, I have a member on the line that she said she had a portability letter sent to her and she sent it to us, but it was sent to the [PII] address so she got it back Saturday and she said she sent it back in [PII] and she wants to know if she can still have this uh resolved. It looks like um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want to keep the policy. And the policy number is 747986.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, I got you. Val, is it [PII]?
[AGENT][NEUTRAL] [PII] [PII], yeah.
[CUSTOMER][NEUTRAL] That'll be
[CUSTOMER][POSITIVE] OK. Thank you, thank you, yes.
[AGENT][NEUTRAL] You're welcome. OK, here she comes and I fully verify her the callback number is the same one in the system, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Here she comes. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for 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] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling PR.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Hello. Um, how are you today?
[CUSTOMER][POSITIVE] I'm doing good.
[CUSTOMER][NEUTRAL] Um, so I was just telling me what had happened, uh, with your portability.
[CUSTOMER][POSITIVE] Yes ma'am here and it was returned to you.
[CUSTOMER][NEUTRAL] Yes, I mailed this on the [PII]. I, it was in the mail on this past Saturday.
[CUSTOMER][POSITIVE] OK, yes ma'am, um, now if you can mail that back to us or email it or fax just whatever is convenient for you, um, I will make a note that that happened and, and we should be able to get that taken care of.
[CUSTOMER][NEUTRAL] OK, do I need to include a copy of the envelope as well?
[CUSTOMER][POSITIVE] That would be helpful. Yes, ma'am, please do that. OK, I will, I will, um.
[CUSTOMER][NEGATIVE] And I think I'd also talked to someone. I don't know if I gave them how I was gonna be paying for this. I don't know if I gave them my account number or I don't know so I guess I need to call back after this is situated and, and what do you suggest?
[CUSTOMER][NEUTRAL] Um, now, do you want to pay for this like on a monthly basis?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna have to be monthly because I've retired.
[CUSTOMER][NEUTRAL] OK, yes ma'am, um, now for that we would need to have a, uh, electronic funds transfer, um, authorization from you and I can email you a copy of that form um we do have to have that in writing.
[CUSTOMER][NEUTRAL] I need to uh send the form back to you in in a physical form.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, uh, with your um routing number and checking account number or savings account, you know, whatever you choose, yes, we do have to have that.
[CUSTOMER][NEUTRAL] Yes ma'am.