AccountId: 011433970860
ContactId: 9ed4717b-b9d3-4d9c-9a63-66d4c4eecc59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464779 ms
Total Talk Time (AGENT): 223781 ms
Total Talk Time (CUSTOMER): 215264 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9ed4717b-b9d3-4d9c-9a63-66d4c4eecc59_20250107T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], this is [PII] on the care team. Happy New Year.
[AGENT][POSITIVE] Happy New Year, Ms. [PII]. How are you, sweetie?
[CUSTOMER][POSITIVE] I'm doing good. How are you doing?
[AGENT][POSITIVE] I'm fine, thank you, ma'am.
[CUSTOMER][NEUTRAL] Good. I have a um insured on the other line. She's
[CUSTOMER][NEUTRAL] OK, so it's the same county, it's ISD, but she's moved school, so she's wanting to continue her policy and they told her to call us to get the bank draft set up.
[AGENT][NEUTRAL] OK, so she wants to continue it on her own.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, we can do that. And what's that policy number, dear?
[CUSTOMER][NEUTRAL] So it's 252-959-6.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any day now. OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I put Miss [PII] on through and I will do my best to assist her.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][POSITIVE] Yes [PII]. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome and have a have a happy new year. You too, thank you.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Alrighty. Yeah, you're welcome.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] I'm, I'm doing well. I, uh, and, uh, uh, I'm wanting to, uh, uh.
[CUSTOMER][NEUTRAL] Make my policy self pay because I have left [PII] and um it and I've gone to a much smaller school district but anyway I'd rather just make it self pay um because I may be moved in 6 months that kind of thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can
[CUSTOMER][NEUTRAL] I can I can tell you my policy number and and and the group number so.
[AGENT][NEUTRAL] Ms. [PII] gave me that policy number, uh 2529596. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, and that's the only policy you have with us?
[AGENT][NEUTRAL] Is that yes, OK, wonderful. So, Ms. [PII], we will get the portability information out to you, um, so that you continue with coverage with us, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, would it be by email so I can fill out what you need or how would you do that?
[AGENT][POSITIVE] We, we, you can certainly do email. It's much faster. I will tell you it is much faster and your email we have on file is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, I'd like to do an email because I, I don't want it to lapse. I don't know, uh, you know, their pay periods or whatever, you know what I'm saying I wanna go ahead sure I take care of this. I didn't do it over the holidays, so you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right, I, I will tell you it's much faster to do by email as well, and we'll provide you with the care team's email address and uh you'll just return it to the care team and they will get it to the correct area to get you set up on self pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll, I'll soon get an email and fill it out and send it back to the care team, is that what you're saying and they'll.
[AGENT][NEUTRAL] Yes, ma'am. Uh let me go ahead and give you that email just in case something it this you know, like people get busy and but it's just [PII]
[CUSTOMER][NEUTRAL] They'll hand
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, uh, just a minute, my, my [PII] is not.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] [PII] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. Put the at sign.
[CUSTOMER][NEUTRAL] OK. And mhm.
[AGENT][NEUTRAL] And then it's [PII]. So [PII] [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII], uh, I wanna send this.
[CUSTOMER][NEUTRAL] [PII]. OK, you're saying it's [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] [PII], yes, alrighty.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I'll, I'll wait for you to email it, mhm, but I got that.
[AGENT][NEUTRAL] All right, so just keep
[AGENT][POSITIVE] OK, wonderful. All right. Well, they, hopefully you'll get that, uh, later today or sometime tomorrow, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, and you know what, [PII], [PII], [PII] said, now is there anything else I can do for you, Ms. [PII]? I said, Well, you can come over and help fold laundry, and she just burst out loud.
[CUSTOMER][NEUTRAL] And she said, she said, I got 3 baskets at home.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Bless her, she, we all got that going on, don't we?
[CUSTOMER][NEUTRAL] So anyway,
[CUSTOMER][POSITIVE] Yeah, I just thought, I just thought I'd give her a, a New [PII]'s chuckle, you know, so I gave it to you too.
[AGENT][POSITIVE] Oh, knowing [PII], you did. Trust me, she is the sweetest person. Oh my goodness. So good-natured. Oh, she's adorable.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] OK, well I look forward to being able to uh handle this then um thank you so much.
[AGENT][POSITIVE] All right, wonderful. We will get you taken care of, Miss [PII]. Just be looking for that information and check your spam and junk folder, you know, just because you're, just in case your computer sends it there, but I would definitely start looking for it tomorrow sometime.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh tomorrow? OK, alrighty.
[AGENT][NEUTRAL] Yes, ma'am, and they do they work things in the order that they come in, so I, you know, I don't know what the customer service rep who will work this, uh, has in front of them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see. I, I get it. You don't know if they have 10 or 42.
[AGENT][NEUTRAL] 110
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Oh goodness, but, you know, it may even be today, but I would, I would definitely look for, you know, we do usually ask 3 to 4, you know, just give us a couple of business days, but hopefully it'll be, it will be in there tomorrow.
[CUSTOMER][POSITIVE] OK, well thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Yes, ma'am. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] Well, other than folding laundry, I don't think so.
[AGENT][POSITIVE] Maybe we just all get together and have a big laundry party.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][POSITIVE] I know I could use one. Well, Ms. [PII], thank you so much for calling APL and we hope you have a fantastic day.
[CUSTOMER][POSITIVE] Thank you, ma'am. Take care.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I gotta figure out how to hang up on the phone.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm