AccountId: 011433970860
ContactId: b154636a-e11c-41d8-8288-0ab136c7cfd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419040 ms
Total Talk Time (AGENT): 78026 ms
Total Talk Time (CUSTOMER): 105576 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b154636a-e11c-41d8-8288-0ab136c7cfd6_20250502T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Uh, I called this morning and y'all sent me some paperwork to email back. I'm just gonna verify that y'all have that.
[CUSTOMER][NEUTRAL] So who would I talk to to see if y'all got that email?
[AGENT][NEUTRAL] Got the email back. Um, I can check for you. And um may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's see, policy number [PII].
[CUSTOMER][NEUTRAL] Is my number and policy number is 005497887 [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I have your policy pulled up here. And you were giving your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your um date of birth and your email address on file.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And about how long ago did you send the email back?
[CUSTOMER][NEUTRAL] Mm sometime around lunch time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After lunch somewhere around there.
[CUSTOMER][NEUTRAL] There's 2 pieces of paper.
[AGENT][NEUTRAL] And you emailed
[CUSTOMER][NEUTRAL] And saying that, I didn't see where to put.
[CUSTOMER][NEUTRAL] Just on my email it back to care uh was it care team.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] What do you know that too.
[CUSTOMER][NEUTRAL] I find that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was my portability letter.
[AGENT][NEUTRAL] OK, and is it alright if I place you on just a brief hold while I look through the emails?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh no, that doesn't it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I'm not showing that it's been received yet and it was sent to [PII]. I just want to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I can try to send it again. Um, will I, will I get a confirmation back that y'all got it or I guess how do I know y'all have it, I guess what I'm asking.
[AGENT][NEUTRAL] Yes, sir, um, you will receive a confirmation email letting, letting you know that we received it and then another one, once everything's been completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I thought that I hadn't seen one, so I said well maybe it didn't go through. Uh, another question I had, I didn't see a place to put the price on there, and give me the option to pay yearly or semi or.
[CUSTOMER][NEUTRAL] Uh, anyway, I'm gonna pay yearly, but I just wrote it on, wrote it on there. I didn't see a spot to put it on that paperwork I got.
[CUSTOMER][NEUTRAL] That'll be all right?
[AGENT][POSITIVE] Yes, um, that will be fine. They'll, um, they'll be able to see your note and they'll um set it up as you wish.
[CUSTOMER][NEUTRAL] OK, alright, I just, just, just didn't see a spot to do it. OK, so I will get a confirmation back. So, OK, I'll try to send it again then.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Alrighty. You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL Mr. [PII]. I hope you have a.