AccountId: 011433970860
ContactId: 8f628093-d752-4335-ad77-6aef5b677649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 675070 ms
Total Talk Time (AGENT): 160500 ms
Total Talk Time (CUSTOMER): 130788 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8f628093-d752-4335-ad77-6aef5b677649_20250131T16:36_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], this is [PII]. I've got, um, hey, I've got Ms. [PII] on the phone. Her policy number is 643-734.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] She is calling because she sent in her portability letter along with a check for $106 and she wanted to know if we have received it and I don't see it in OnBase 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 Onase yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a second so I can look into the policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right you can go ahead and send
[AGENT][NEUTRAL] Over
[CUSTOMER][POSITIVE] OK, thank you. Bye, [PII].
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You with me?
[AGENT][POSITIVE] Hello, good morning. Yes, good morning, Ms. [PII]. How are, how are you doing today?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm good thank you. They told you what I'm looking for. I'm trying to see if y'all got it recorded it if you received my um check.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Mhm, yes, and your portability letter. I am currently looking into our correspondence um do you mind if I place you on a hold? um probably someone probably is working on it um I just have to investigate a little bit further if we have it or not, all right?
[CUSTOMER][POSITIVE] All right, sweetie, I'll hold. Thank you.
[AGENT][POSITIVE] Mm thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And lets out.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm still here, Ms. [PII]. Um, I have a couple of questions that might um make easier the search of your portability letters. Was this mailed to us or emailed?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] It was mailed because there's a check and closed with it's for $106 yes, it was mailed on the uh the [PII] we had a delay here in [PII] because it shut our interstates down for almost a week.
[AGENT][NEUTRAL] It was mailed
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the snow didn't come in until the [PII] or the [PII], so I would, would think that it got out before then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], all right. Should it have been, unfortunately, I'm not able to find anything. I'm having someone to look up um and see if we uh someone else has it in their, um, mailing um but it's just taking us a little bit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] our correspondence.
[AGENT][NEUTRAL] Alright, I'm gonna hold on just a second.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah, because
[AGENT][NEUTRAL] Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] All right. Unfortunately, I have not been able to find anything. Would you like me to place a ticket to research, make a, a little bit um of research, um, and we will get calling you back with whatever we find, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, please do because I don't wanna lose my insurance however I've got to pay this, I will pay it, but I do know I sent it on the [PII] through the mail.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm, yes, um.
[CUSTOMER][NEGATIVE] And it's starting to worry me.
[AGENT][NEUTRAL] Yes, it's totally understandable. We don't want to check just lose there in the mail. Um, I will go ahead and place a ticket so we can go um research a little bit more about your policy, um.
[CUSTOMER][NEUTRAL] Hold on, hold on for one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I had another business call coming in so I had to take it real quick, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, you're gonna check into it more and call me back?
[AGENT][NEUTRAL] Mhm. Yes, is the callback number on the same as you are as the one you are calling us from? The one ending.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], I will.
[AGENT][POSITIVE] Mhm. uh, is good when I will go ahead and place the ticket for uh mega uh and research more.
[AGENT][POSITIVE] And we will be calling you back.
[CUSTOMER][POSITIVE] All right I appreciate it thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.