AccountId: 011433970860
ContactId: b304e2a2-e3b3-42ca-86c0-daf93c7998e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262679 ms
Total Talk Time (AGENT): 79630 ms
Total Talk Time (CUSTOMER): 153835 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b304e2a2-e3b3-42ca-86c0-daf93c7998e7_20250130T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing wonderful. I, I've got an insured on the line, um, Ms. [PII]. Her policy number is 711-227.
[CUSTOMER][NEUTRAL] And she is calling because she sent in her EFT form and her portability form, and I see here that her cancer policy, it says we received her EFT um on the [PII], and it looks like that one's still active, but she said she put the portability information on both, like, I guess both things on one form, but on her intensive care policy, I'm not showing that we received anything.
[CUSTOMER][NEUTRAL] And I'm also not showing any images and on base as like documents received and so I was just hoping I could get her in touch with with y'all maybe I don't know if those documents are kept somewhere else or.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, did she say she emailed them or?
[CUSTOMER][NEUTRAL] She said she mailed them priority mail, and I can tell like it says on the [PII] there's a note stating we received her EFT to place on bank draft, and that policy is still maintained as active, but on her or her critical illness policy, I'm not showing.
[CUSTOMER][NEUTRAL] Any notes there and I guess I
[CUSTOMER][NEUTRAL] I just don't know as that side of portability like that.
[AGENT][NEUTRAL] OK, it was
[AGENT][NEUTRAL] It was just today received electronics was transferred to, yeah, that was just today. Yeah, it was just today.
[CUSTOMER][NEUTRAL] Oh, today is the [PII]. Holy smokes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, a couple of minutes ago.
[CUSTOMER][NEUTRAL] Oh goodness, OK. I didn't even put that all together.
[AGENT][NEUTRAL] No, no problem. Um, I guess [PII] is, uh, working on it because she's the one that placed the notes changed to bank draft. Let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I guess she's just working on it with her concern about if we received them or not.
[CUSTOMER][NEUTRAL] Yeah, and I was just trying to double check that we received the portability portion of it because I know if they send us the EFT but they don't send us the portability that we still need that and she had mentioned once that she just sent back the one form and so I just wanted to like make sure we had everything she we needed to keep both policies for her because she was trying to support both.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I think [PII] is on a call, yes, um.
[AGENT][NEUTRAL] She's the one who, who probably is looking at this information. Um, all right, I'll go ahead and um take care of her.
[CUSTOMER][POSITIVE] Thank you so much Miss [PII]. I really appreciate that. Um, I will transfer it to you, but I'll introduce you when we join, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Mhm. All right, thank you.
[CUSTOMER][POSITIVE] Thanks. My pleasure.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][POSITIVE] I can make you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] [PII], are you still there? Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you. Did she got disconnected?
[CUSTOMER][NEGATIVE] I think if I'm gonna call please hang up and try again. I'm gonna try to dial out and then dial your operator.
[CUSTOMER][NEGATIVE] Oh, that's awful, OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh I'm so sorry you had to hear that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh, well, that was wonderful. Actually, I thought I copy and pasted her, her number, but I didn't, so I'm really sorry. You have it?
[AGENT][NEUTRAL] I do have it.
[AGENT][NEUTRAL] Mhm, I have it. No one she was calling from.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, I do have it. I can give her a call.
[CUSTOMER][NEUTRAL] OK, um, I mean, I don't know if you'll wanna re-verify but she verified all her information with me, um, it's just your name, date of birth and address, so.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][POSITIVE] Thank you, [PII] take care.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.