AccountId: 011433970860
ContactId: a1799b02-408c-4010-8df9-f5b05de84dd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453799 ms
Total Talk Time (AGENT): 221515 ms
Total Talk Time (CUSTOMER): 129240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a1799b02-408c-4010-8df9-f5b05de84dd9_20250203T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I have a policyholder that wants to go over the portability letter he received.
[AGENT][NEUTRAL] Alright, [PII], what's that policy number?
[CUSTOMER][NEUTRAL] It's 241-043-1 and this is [PII] that's on the phone.
[AGENT][NEUTRAL] All right, let me see. [PII] here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Email portability forms. OK, alright, you can go ahead and send them through um is his callback number the same that's in the system?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And all his information's been verified?
[CUSTOMER][NEUTRAL] Yeah, he's always verified when we transfer.
[AGENT][NEUTRAL] Uh, well, I'll just make sure if y'all don't tell me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. You can go ahead and send him over.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, [PII], have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing alright how about yourself?
[AGENT][NEUTRAL] I'm good, thank you. Um, so, Miss [PII] was telling me that you were calling in because you wanted to go ahead with the portability of your policy.
[CUSTOMER][NEGATIVE] Uh-huh, I did, but you had sent me a uh a letter and I never got it because my, my address was wrong so I'm, I'm filling this portability form out and it it's got the current coverage and it's asking me for a group plan number and a certificate number and the date employment terminated and all that.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I don't know that.
[AGENT][NEUTRAL] OK, so, um, your certificate number is your policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, hold on just a second.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so yeah, that certificate number is your policy number. You don't have to put the group number on there.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just trying to pull up that form so I can look at it with you in case you have any other questions let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you still work with the group or?
[AGENT][NEUTRAL] Did you retire or leave?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I I retired, yeah, I retired uh in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, um, you can leave that blank too and then underneath it where it says reason employment terminated just put retired.
[CUSTOMER][NEUTRAL] I did OK.
[AGENT][NEUTRAL] Yeah, and that's that's all we really need, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then you just fill out the rest.
[CUSTOMER][NEUTRAL] OK, and then on the second page about the electronic funds transferred ask for a branch uh bank and the address. I mean they've got a lot of branches. It's Credit Union Texas.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's gonna be.
[CUSTOMER][NEUTRAL] So do I need to put a specific branch?
[AGENT][NEUTRAL] Let me see, let me see branch name if any.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I mean you don't, you don't have to do that just the just the one that you use the most, so we'll have that address.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh OK, all right.
[AGENT][NEUTRAL] Yeah, that'll be fine.
[CUSTOMER][NEUTRAL] OK, alright, I think that's it so it should be.
[CUSTOMER][NEUTRAL] 3 pages, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I'm sending back OK, alright, and the address is the one in uh [PII].
[AGENT][NEUTRAL] Yes sir, or you can email it back if you have the capability to scan it and attach it to an email and send it back you can do it that way too.
[CUSTOMER][NEUTRAL] OK, I'm not sure if I do or not.
[CUSTOMER][NEUTRAL] Uh, my wife would have to do all that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, otherwise I can just mail it yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you can mail it in. Now that, let me see, the address that's at the top of that page, uh, the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the actual company um address. Hold on, let me see where you would need to mail that for it to go straight to customer service. Hold on just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so it's a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that underneath all that should I just put uh customer service or
[CUSTOMER][NEUTRAL] Department or
[AGENT][NEUTRAL] Uh yes, sir, you'll, uh, address it to APL or American Public Life and then up under that you can put um attention customer service.
[AGENT][NEUTRAL] Uh, and then the PO box.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Super, thank you for your help.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] I don't think so. I think that's it.
[AGENT][NEUTRAL] All right. Well, uh, like I said, you can email it in if your wife wants to do that. That is the quickest way to, um, get it done, um, otherwise, just send it to that, uh, address and if you have any other questions, don't hesitate to call, OK?
[CUSTOMER][NEUTRAL] OK, what email address would I send it to if I do send an email?
[AGENT][NEUTRAL] Um, let me see if she sent you. I think she sent it to you from hers.
[AGENT][NEUTRAL] Um, you're gonna send it to the care team.
[AGENT][NEUTRAL] So on that first page, the actual letter that you've got.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you see at the bottom where it says [PII]?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's where you would send it to mhm.
[CUSTOMER][NEUTRAL] Mhm. I see.
[CUSTOMER][POSITIVE] Oh, OK, OK, alright, thank you for your help.
[AGENT][POSITIVE] No problem you have a wonderful day and thank you so much for choosing APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Mm bye bye.