AccountId: 011433970860
ContactId: 86fed2f5-a952-4cc1-b9cd-41f197745c9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478750 ms
Total Talk Time (AGENT): 102213 ms
Total Talk Time (CUSTOMER): 192656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/86fed2f5-a952-4cc1-b9cd-41f197745c9c_20250521T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII] over in customer care. How are you doing this morning?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you. I have an insured on the line by the name of [PII] and she is wanting to get some information about porting her policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Her policy number is going to be 259.
[CUSTOMER][NEUTRAL] 8874
[AGENT][NEUTRAL] OK, and her callback number?
[CUSTOMER][NEUTRAL] A call back she gave me was [PII].
[AGENT][NEUTRAL] OK, and she's been fully verified or
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yep she has and she did say so she has spoken to us and I did read in the notes so she got the the authorization form for like the bank draft and then that I guess was returned she did end up emailing it to us and we've gotten that at the care team um but I didn't see any other notes in here so I didn't know if she needed to do anything else with this to like continue it on.
[AGENT][NEUTRAL] OK, yeah, if, if we've received the bank draft authorization form, we can just change it over to bank draft, but um, yeah, I can tell her that.
[CUSTOMER][POSITIVE] OK, I appreciate you so much. Thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh-huh, here she comes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, good morning, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, [PII] was stating that you were wanting to continue your policy, is that correct?
[CUSTOMER][NEGATIVE] Yes, I sent all the information. Then y'all sent me my check and stuff back, so and then they wanted me to email um the stuff to y'all, and I did that and I've not heard anything so I didn't know what was going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said they mailed your check back to you?
[CUSTOMER][NEUTRAL] Yeah they did and and I circle the amount to take out monthly.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] They told me um to send the the check. I filled it out. We received your request to continue above policy your coverage may continue direct deposit or convenient bank draft, and it gives me the the, you know, the pay in full or monthly or quarter or however.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I did everything.
[CUSTOMER][NEUTRAL] And I signed the paperwork that they sent me.
[CUSTOMER][NEUTRAL] With my social and stuff on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I look back.
[AGENT][NEUTRAL] Let me check another, I'm sorry, I'm, I'm checking to see what we've received and everything on this.
[CUSTOMER][NEUTRAL] Looking for my email too that I got the confirmation and.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, got one more place to look. I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I was saving that we had the bank draft, but I'm not finding it anywhere.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Yeah, um
[AGENT][NEUTRAL] When when did you email that to us?
[CUSTOMER][NEUTRAL] A mail, uh, on the [PII].
[CUSTOMER][NEUTRAL] And then let me see, let me make because I'm, I'm going back trying to find my dang confirmation. I hope somebody didn't change delete it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, email to [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] And I spoke with a [PII] to begin with.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is who I have written down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Could you make me have emailed that straight to her or to the care team, do you think?
[CUSTOMER][NEUTRAL] No, I didn't. She told me to do it to the care team is what's the address that she gave me was [PII] team [PII], and I'm, I'm looking to see my confirmation. I don't know if somebody deleted. They cleaned out this thing.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, let me get with the care team and see what what they've done with the email and get them to send it to me so I can get this set up.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, I'm not sure why they sent back a check to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't either. I mean they, they told me they needed a copy of my check and you know what I want it monthly and to um you know they needed all my banking information so that's what I sent them and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm still looking for mine too.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I, I'll get with um the care team and then I'll give you a call back um is [PII] a good number to call you back on?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yes ma'am, please thank you.
[AGENT][POSITIVE] OK, sure, let me get that straightened out here and I'll give you a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, alright, well thank you for calling APL. You have a wonderful day and I'll give you a call back just as soon as I find something.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Like
[AGENT][POSITIVE] Thank you.