AccountId: 011433970860
ContactId: a918d0ed-e005-47d8-b298-d1c9cf625022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111050 ms
Total Talk Time (AGENT): 63779 ms
Total Talk Time (CUSTOMER): 50062 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/a918d0ed-e005-47d8-b298-d1c9cf625022_20250523T21:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. You, you called me earlier on my cancer policy.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] It might be the [PII], yeah. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on just a moment let me pull your policy back up um we mailed out, uh, we received your portability forms, but they were not uh the correct forms so I mailed the correct forms back to you to fill out and I haven't received those back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I, I guess I'm just confused, uh, because I knew I filled out something. I didn't mail it back, but I'm not at my office today the Tuesday when I go back I will look and see if I've got it, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and would you like for me to to reem email that to you or something or forms or?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, you can, yeah, you, yeah, you can go ahead and do that and, uh, and, and then did you get my check?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, we have the check um but we could, we couldn't continue the policy with the wrong uh portability form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's
[AGENT][POSITIVE] As soon as we get that back then we can get it all taken care of and applied for you.
[CUSTOMER][NEUTRAL] I, I understand, I understand. OK, uh, I will look Tuesday and you can go ahead and email me that and I'll bring up the new one if I don't have it, and I might have it at the office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is, what, what is your, I'm, I'm sorry, I've got the policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's BGR.
[AGENT][NEUTRAL] 25354888.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh, that's it, [PII].
[AGENT][POSITIVE] Alright, I will get that right to you.
[CUSTOMER][NEUTRAL] OK. OK, thank you. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And thank you for calling me back Mr. [PII]. You have a great weekend. Goodbye.
[CUSTOMER][NEUTRAL] All right, bye-bye. Bye-bye. Bye-bye.