AccountId: 011433970860
ContactId: 91409f12-d56e-4eb4-add7-c317cff3eed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546619 ms
Total Talk Time (AGENT): 211449 ms
Total Talk Time (CUSTOMER): 178654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/91409f12-d56e-4eb4-add7-c317cff3eed6_20241230T19:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Happy New Year, [PII]. This I've got policy number 452.
[AGENT][POSITIVE] Happy New Year.
[CUSTOMER][NEUTRAL] 304.
[AGENT][NEUTRAL] 452-304.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I have already updated her address, so that's been taken care of everything else and added in emails so everything else has been verified. She has received her second port letter from us, and she's stating that she sent in a completed form about 2-3 weeks ago.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she does want to continue her policy.
[CUSTOMER][NEUTRAL] And she sent it in by mail.
[AGENT][NEUTRAL] By mail, right.
[AGENT][NEUTRAL] Alright, let me just a second to look it up if we haven't received it has, we probably have it. What happens is that it probably hasn't been processed yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Probably let me just a second to look it up.
[AGENT][NEUTRAL] Sorry, my arm base is still loading.
[CUSTOMER][POSITIVE] Yeah, mine's giving me fits today too.
[CUSTOMER][NEUTRAL] If it's not been processed for portability, will we have it in on base?
[AGENT][NEUTRAL] Um, if she send it through mail sometimes, um,
[AGENT][NEUTRAL] It's into on-base in our bin to work out.
[CUSTOMER][POSITIVE] Got you. Like in work flow.
[AGENT][NEUTRAL] It gets scan, yes, like in workflow.
[CUSTOMER][NEUTRAL] Got you, so I wouldn't be able to see that.
[AGENT][NEUTRAL] Yes, it's probably here.
[AGENT][NEUTRAL] If it's not here, then there's another um where we receive these applications, but I'm not I I don't have access to those.
[AGENT][NEUTRAL] Give me just a second to look up if we have received it.
[CUSTOMER][POSITIVE] All right. She's, uh, I told her it might take just a minute, so she's good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We just go back to her and tell her or you wanna go ahead and take the call and then that way she's.
[AGENT][NEUTRAL] Hm, uh, I
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, because I'm not able to see it here. I'm not even sure if we have received it yet. She send it through mail. I can also take a little bit.
[CUSTOMER][NEUTRAL] Yeah, she sends it by now.
[AGENT][NEUTRAL] Of time.
[CUSTOMER][NEUTRAL] And she just wants to make sure is her policy good until you get it or you know this all the normal stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can, I, I will go ahead and take the call.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thank you [PII] one moment let me get her on the line.
[CUSTOMER][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line. She's looking to see if we've received that and she will assist you further, but it's been a joy to talk to you today and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much. You as well. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good afternoon. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, should I give you my, um, should I give you my policy number?
[AGENT][NEUTRAL] No, Ms. [PII], it's not necessary. I already have it pulled up. I was trying to look if we have, yes, I was trying to look if we have received already your paperwork for us to process and um for you to keep your policy, but I don't really, I have not been able to find anything. um which way was it sent to us? Was it via mail, email?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, by mail, yes ma'am.
[AGENT][NEUTRAL] It was by mail. Uh, do you happen to remember which day you sent it?
[CUSTOMER][NEUTRAL] I probably sent it 2 to 3 weeks ago.
[AGENT][NEUTRAL] 2 to 3 weeks ago. All right, we should have already received it, but I don't see anything here in our system yet.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I have, I have, I did receive another one, should I just go ahead and fill out this, um.
[CUSTOMER][NEUTRAL] Policy owners request to support coverage, electronic funds transfer, so I just, uh, fill out a second one and send it?
[AGENT][POSITIVE] Yes, if you don't mind um working it that way, yes, you can absolutely do that. Or as well, you can also fill it out and take a couple of pictures to it and also email it to us. Um, that is another quicker way that we can receive it or you can fax it as well.
[CUSTOMER][NEUTRAL] OK, I don't, I don't have fax capability, um, to what number would I to what number would I email it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you would email it.
[AGENT][NEUTRAL] your team
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, I'm listening.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] ARE.
[AGENT][NEUTRAL] P E A
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] at
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I didn't get, I didn't get any of that, Ms. Say, would you say all of that again? I'm sorry.
[AGENT][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] C A R E.
[CUSTOMER][NEGATIVE] Hate
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] AM
[AGENT][NEUTRAL] Public.com.
[CUSTOMER][NEUTRAL] AM public.
[CUSTOMER][NEUTRAL] [PII]. And you said I would fill both sides of the form out, um, take a photograph of each side and um send it to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that is correct. Um, since the forms will already have, uh, your
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Phone number in there um you just have to write down a short message that those that is your portability paperwork and you're just sending it to us so we can process it and that will be pretty much it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good. I'll give it a try. Um, if for some reason that doesn't work, I'm gonna, I'm gonna put it in the mail once again, OK?
[AGENT][NEUTRAL] Alright, yes, um, since the email goes automatically into our work then, it will just take a couple of minutes or a couple hours for it to get sorted out and our department to process it. Um, I would say that, uh, since it's an email, we usually respond with a confirmation that we already processed it, so you should receive a response.
[AGENT][NEUTRAL] Uh depending on how much work we have today.
[CUSTOMER][POSITIVE] OK, all right, sounds good.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, well, thank you very much. Thank you for calling us.
[CUSTOMER][POSITIVE] Thank you for your time, [PII].
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] OK, goodbye.
[AGENT][NEUTRAL] Bye bye.