AccountId: 011433970860
ContactId: 88b5752e-d0b9-49bc-b470-5b5132c0aa6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344679 ms
Total Talk Time (AGENT): 144841 ms
Total Talk Time (CUSTOMER): 107140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/88b5752e-d0b9-49bc-b470-5b5132c0aa6c_20250131T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am
[CUSTOMER][NEUTRAL] OK, because you're breaking up for some reason that's why I was asking.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have my policy number is 00643734. I'm trying to see if y'all received those forms I filled out in the check that I sent.
[AGENT][NEUTRAL] OK, I can help you with that. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Let me pull your policy up real quick so we can check.
[CUSTOMER][POSITIVE] Thank you sweetie, yeah, I sent it out on the [PII].
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons, can you verify your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] OK. My address is [PII]. What else did you need?
[AGENT][NEUTRAL] Your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I do see that the number that you verified for me to call you back on is that your cell phone number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much. Let me look at your policy real quick in the notes and see if I see any notes about it.
[CUSTOMER][NEUTRAL] Yeah, there should be some notes because I'm calling and checking.
[CUSTOMER][NEUTRAL] We had a snow here and it delayed everything. I mean, my, I mailed it before the snow. It was coming out of, it's gotta go through [PII], [PII], and everybody else where it gets to y'all.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right. OK. So let me, let me look real quick to see if I can find anything.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a second while my computer searches.
[CUSTOMER][POSITIVE] That, that sounds fine.
[AGENT][NEUTRAL] OK, at this time I'm not saying that it is um uploaded to our files which is telling me that it has not been received yet.
[AGENT][NEUTRAL] Um, so what I'm, yes ma'am, so what I'm gonna do is I'm gonna go ahead and transfer you on over to customer service.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] And let them assist you, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I don't want to lose my dental insurance and I sent that thing too so it could be done from my bank account and I sent a check with it in the amount of $106.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, and it might just be that they're working on it because once it's worked on then it gets uploaded it could be that working on it so that's why I wanna transfer you to customer service and see if they have received it, OK?
[CUSTOMER][POSITIVE] All right sweetie thank you so much.
[AGENT][POSITIVE] Alright, you're very welcome [PII]. You have a blessed weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got, um, hey, I've got Ms. [PII] on the phone. Her policy number is 643-734.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] She is calling because she sent in her portability letter along with a check for $106.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she wanted to know if we have received it and I don't see it in Onase so I wanted to transfer to customer service to see if you guys have got it maybe somebody's working on it it's just not in on base yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] But she's on the other line and I verified all of her information the number she's calling from is a good call back number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Give me just a second so I can look into the policy.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright you can go ahead and send
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. Bye, [PII].