AccountId: 011433970860
ContactId: b2de5fa7-a076-4867-ab7a-e9f5b6f49248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569150 ms
Total Talk Time (AGENT): 237892 ms
Total Talk Time (CUSTOMER): 150652 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b2de5fa7-a076-4867-ab7a-e9f5b6f49248_20250116T16:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm doing wonderful and I'm so sorry. It's [PII], it's OK. I had a tickle in my throat while I was talking and I, I probably didn't say it clear. How can I help you today, my friend?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] I was with a group plan last year and I sent my portability election form in. I emailed it on the. I was wondering if that's been taken care of or what the status is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you said you emailed it on the [PII] this year?
[CUSTOMER][NEUTRAL] No, the 2nd
[AGENT][NEUTRAL] The 2nd, understood. And do you have, do you know what your policy number is and I can like check in on the notes?
[CUSTOMER][NEUTRAL] I've got a certificate number. Does that help?
[AGENT][POSITIVE] Yes, that'd be perfect.
[CUSTOMER][POSITIVE] I actually, I do have a policy number too, which is better.
[AGENT][NEUTRAL] Um, either one.
[CUSTOMER][NEUTRAL] OK, the policy is 253-580-5.
[AGENT][POSITIVE] Perfect. Thank you, thank you.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Wonderful. Would you be able to kindly verify for me please your.
[AGENT][NEUTRAL] Last name and date of birth? I know you said it before, but I couldn't remember the last name. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it, it's [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you, thank you, and I am just gonna verify the additional information with you, your mailing address if you can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you, thank you. And then it looks like if you could just verify the email and the phone number on file.
[CUSTOMER][NEUTRAL] Three blondes that watch TV.net [PII].
[AGENT][POSITIVE] Perfect thank you so much. Is that a good number to call you back if we got disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. And let me take a look into that email to see if we received it for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ma'am, I am really sorry. I am not seeing that. Um, what email address did you send that to?
[CUSTOMER][NEUTRAL] I, I sent it from my work email and I had called after that and verified that you did receive it.
[AGENT][NEUTRAL] Oh, OK. I'm so sorry. I was looking, um, I was trying to pull it up through the email you verified, um, just to make sure that we had received it, um, but you did get verification that it was received.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. So then let me, I'm so sorry, that's what I was trying to verify. Let me check the next step then for you, my friend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't remember what day I called, but um they did check your inbox and verified that it was received. I sent it from my work email.
[AGENT][POSITIVE] Perfect, um, if they verified it's received, then you were definitely all all set there, um.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] You having a great week so far?
[CUSTOMER][MIXED] It's not bad. I could handle it being a little bit warmer though.
[AGENT][NEUTRAL] I absolutely agree with that. Today and tomorrow are like from my side are going to be in like the high 40s and then after that it gets back down below freezing. So I'm like I need to take advantage. [PII].
[CUSTOMER][NEUTRAL] Oh, you're lucky.
[CUSTOMER][NEUTRAL] Yeah, where are you located?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm in [PII] and yeah next week it's supposed to be wind chills in the -20s.
[AGENT][NEGATIVE] Yes, I can't. Oh my gosh, no, I don't know how to do that.
[CUSTOMER][NEGATIVE] That's crazy. I, I don't even want to leave the house.
[AGENT][NEGATIVE] No, there's, I mean, I feel like there's no reason to leave the house when it's cold. I mean, I guess you have to work and stuff, so, but I don't like to, I don't wanna do it.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I know, I hear you.
[AGENT][NEUTRAL] Do you have to work on Martin Luther King Day next week?
[CUSTOMER][POSITIVE] We don't, we actually with my company we merged with a larger organization almost 2 years ago, and we get all those fluffy holidays off and then the day before every holiday we close at [PII] so we actually get off at [PII] on Friday.
[AGENT][POSITIVE] That is awesome.
[CUSTOMER][NEGATIVE] Oh, it is, it's unbelievable.
[AGENT][NEUTRAL] And I'm just checking in on that portability letter like what the turnaround time is for those next steps um because we do have it. I don't show yet that that new account has been created, but it doesn't mean it's not in the process and so I'm just getting confirmation on what that turnaround time looks like before you would have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] For you to have more information, um, and so you said what was the work email you sent it from? I just want to, I wanna lay eyes on it and know that we really have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, and [PII]. God, I can't even think today.
[AGENT][POSITIVE] You're so OK, um.
[CUSTOMER][NEUTRAL] And I sent it on [PII].
[AGENT][POSITIVE] On [PII], perfect, and I have.
[CUSTOMER][NEUTRAL] Correct at [PII], [PII]
[AGENT][NEUTRAL] Could you, I know Haggin bought, but it's [PII]
[CUSTOMER][NEUTRAL] No, [PII] M.
[AGENT][NEUTRAL] OK, I was thinking bottle, that's really embarrassing. I'm sorry, thank you. [PII] [PII] and we sent it the [PII] at [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, Miss uh [PII], do you mind if I go ahead, I dig a little further into this and I try to give you a follow-up call back in about 30 to 45 minutes?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that would be fine.
[AGENT][POSITIVE] Perfect and that number you confirmed with me is that a good one to call back?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] All right perfect I will pass that information along with my email team and we're gonna make sure we have this located and I can get you definite next steps and what's happening and how long to expect it, OK?
[CUSTOMER][POSITIVE] OK, sounds good thank you I appreciate your help.
[AGENT][POSITIVE] Oh it's my pleasure thank you so much for giving us a call and I'll call you right back as quick as I can OK?
[CUSTOMER][NEUTRAL] OK, now I have one other question. Now, with, will those benefits continue like from [PII]? The reason I asked, my husband has a follow-up dermatology appointment this month and I usually use that as one of the uh wellness benefits.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][POSITIVE] Oh yes, absolutely. So I believe as long as um because it like does request that you take over payment so as long as you pay that through period they'll let you back pay it, your coverage should be able to be continuous.
[CUSTOMER][POSITIVE] OK sounds great thank you appreciate it.
[AGENT][POSITIVE] Yes, it's my pleasure, Ms. [PII] you thank you for calling and we'll be right back with you, OK?
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][POSITIVE] My pleasure. Bye bye.