AccountId: 011433970860
ContactId: 8599f25a-b489-46ac-b905-22d86a53cfe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265350 ms
Total Talk Time (AGENT): 111876 ms
Total Talk Time (CUSTOMER): 144180 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/8599f25a-b489-46ac-b905-22d86a53cfe1_20241231T20:59_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] Hi, [PII]. How are you doing?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] I'm trying to do good for about another hour and a half.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They're like, Lord have [PII] anyway, I'm good, thank you. Um, I have a Miss [PII]. I'm gonna give you one of her policy numbers. It is 199.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 3250.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is with Higginbotham and stating that she has not received a portability form to continue coverage with us and she's calling to check on that.
[CUSTOMER][NEUTRAL] So if you can talk to her now, I did also update her email and that is her phone number, verified her address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 325.
[AGENT][NEUTRAL] Oh, that's an old policy number you gave me. OK. I've, I've got it. I've got it. I got it. 253.
[CUSTOMER][NEUTRAL] Let me give you her current, her most recent.
[CUSTOMER][NEUTRAL] Yeah, it took me, yeah, yeah.
[AGENT][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] She's got the accident and the cancer active.
[AGENT][NEUTRAL] 5699.
[AGENT][NEUTRAL] Oh, she does have the other 1993365. I don't know why those letters aren't going out that that goes out from the billing department, but I don't know why they're not.
[AGENT][NEUTRAL] We're getting a lot of
[CUSTOMER][POSITIVE] Yeah, I've gotten calls too and then I saw one where you did it this morning, so I was able to tell her it's on the way.
[AGENT][NEUTRAL] Cars, yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I bet that was the one she wanted to continue the HI and the HI can't be continued. I, I tried to call her the other day, but.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, no, this was a different one. This one was, yeah. In fact, I had her email and this, um, I was trying to look for her name. And yeah, I don't remember which one it was.
[AGENT][NEGATIVE] Never
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yep, yep, yep, [PII], mhm, yeah, she's cute, yeah, and she said, let me take look, there it is. I said, how's that for service.
[AGENT][NEUTRAL] Yeah, I emailed it to her.
[AGENT][NEUTRAL] There it is.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] So that worked really good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, Miss [PII] is just as nice, so I
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, let me get her on the line. If I don't talk to you again, happy [PII].
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Hope your year is filled with much sun and sun and salt water.
[AGENT][NEUTRAL] I know. We're going to the beach in July, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Shush, hush.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm going sometime. I just don't know we.
[AGENT][NEUTRAL] 7 months from now.
[CUSTOMER][POSITIVE] Oh, well, you have a good new [PII] and let me get Miss [PII] on the line. Thank you.
[AGENT][POSITIVE] You too. OK, thanks.
[CUSTOMER][POSITIVE] This [PII], thank you for your patience. I have [PII] on the line in customer service and she's going to assist you further and have a happy and safe new year.
[CUSTOMER][POSITIVE] You too thank you. Thank you. Take care. Bye bye. Bye.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. um, she was stating that you were wanting to continue the accident and cancer policies, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I was looking into it to see what it would cost because I wasn't, I didn't receive anything and I don't know.
[CUSTOMER][NEUTRAL] How come? and I just thought of it today and I thought, oh dear, so I better follow up.
[AGENT][NEUTRAL] Yes ma'am, um, I can get that emailed to you. I'm not sure why they haven't gone out in the mail to anyone yet, but um, we're getting a lot of calls so I'm gonna check into that too, but I can email that to you or I can have them put in the mail to you either way.
[CUSTOMER][POSITIVE] You can email it to me, that'd be great.
[AGENT][NEUTRAL] OK, let me verify your email. I'm showing.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I will get those forms right out to you. Just fill those out and send them back in. Is there anything else that I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That would be it. That'd be great. Thank you very much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and have a [PII].
[CUSTOMER][POSITIVE] You as well. Thank you very much.
[AGENT][POSITIVE] All right, thank you. Goodbye.
[CUSTOMER][NEUTRAL] Um.