AccountId: 011433970860
ContactId: b3f7245f-0598-4118-a49b-43d603b9840c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393500 ms
Total Talk Time (AGENT): 142879 ms
Total Talk Time (CUSTOMER): 90412 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b3f7245f-0598-4118-a49b-43d603b9840c_20250521T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], I'm trying to find out some information. I recently submitted up my paperwork to get my policy changed from my old workplace to myself, and I've done this back in April, and I've not heard anything, so I'm kind of trying to find out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take a look at it. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, 025.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] 874.
[AGENT][NEUTRAL] All right, and then if I could just verify your name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then lastly, can you verify the address and email address we should have on file?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[AGENT][NEUTRAL] OK, so did you resubmit? I see that you did call about the bank authorization form earlier this month it was returned back to you. So did you end up emailing that to us? Is that what happened or did you mail it back?
[CUSTOMER][POSITIVE] No, I emailed it to the address and then they sent me a confirmation. Thank you for receiving it and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see here.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Alright, let me get somebody on the line, [PII] over in customer service that deals with policy continuations, um, because if you got the email back that they did receive the documentation for the bank draft, that's, that's good, but we need to figure out what's going on with, you know, the payment when that's gonna happen and all of that so um.
[AGENT][NEUTRAL] Let me get somebody over there on the line. Is this number you're calling from a good call back number if for some reason we're disconnected?
[CUSTOMER][NEUTRAL] No, let me give you my cell, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, [PII]. Just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Uh there's anything she needs to do this or not.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] over in customer care. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have an insured on the line by the name of [PII] and she is wanting to get some information about porting her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the policy number?
[AGENT][NEUTRAL] Her policy number is going to be 259.
[AGENT][NEUTRAL] 8874.
[CUSTOMER][NEUTRAL] OK, and our callback number?
[AGENT][NEUTRAL] A call back she gave me was [PII].
[CUSTOMER][NEUTRAL] Ok, and she's been fully verified or
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yep, she has, and she did say, so she has spoken to us, and I did read in the notes so she got the, the authorization form for like the bank draft and then that I guess was returned. She did end up emailing it to us and we've gotten that at the care team, um, but I didn't see any other notes in here so I didn't know if she needed to do anything else with this to like continue it on.
[CUSTOMER][NEUTRAL] OK, yeah, if, if we've received the bank draft authorization form, we can just change it over to bank draft, but um, yeah, I can tell her that.
[AGENT][POSITIVE] OK, I appreciate you so much. Thank you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Uh-huh. Here she comes.
[CUSTOMER][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm good thank you um.