AccountId: 011433970860
ContactId: b48c004d-20c0-434e-a8a2-9a115167f931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257010 ms
Total Talk Time (AGENT): 63069 ms
Total Talk Time (CUSTOMER): 110269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b48c004d-20c0-434e-a8a2-9a115167f931_20250324T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I received the um
[CUSTOMER][NEUTRAL] Looks like it's a policy owner's request to support coverage I just got in the mail.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My cert number
[CUSTOMER][NEUTRAL] Uh, I, it doesn't have a premium on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks like um there's an EFT electronic funds transfer app but I just wanna make sure I'm.
[CUSTOMER][NEUTRAL] This would have been with our company that I think I had for a long time.
[CUSTOMER][NEUTRAL] And then we were bought by Higginbotham.
[AGENT][NEUTRAL] Do you have the policy number on there?
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] I have a certain number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 352-777 and I can give you my social.
[AGENT][NEUTRAL] Um, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just need a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, what is your email address?
[CUSTOMER][NEUTRAL] It's my first and last name. Well, I don't know what you have. If it's my [PII], it's my [PII].
[CUSTOMER][NEUTRAL] If it's our old FBS email, it could be [PII].
[AGENT][NEUTRAL] Uh, looks like it might be through the employer.
[AGENT][NEUTRAL] Your new maybe your new email address?
[CUSTOMER][NEUTRAL] Uh, I got a [PII].
[AGENT][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] OK, and are you wanting to, um, or, uh, what's your good call back number too? Sorry about that.
[CUSTOMER][NEUTRAL] [PII] um.
[CUSTOMER][NEUTRAL] That's my, that's my company cell phone [PII].
[AGENT][NEUTRAL] Are you wanting to port this coverage?
[CUSTOMER][NEUTRAL] Yeah, I mean that that would be the reason I'm reaching out is just to get a little clarification on what the premium is for port.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm gonna have to transfer you to customer service, but I've got all your information verified so they won't have to do this all over again. So let me get them on the line and I'll get you transferred over to there if you don't mind.
[CUSTOMER][POSITIVE] Yeah, no, that sounds good thanks.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I have a member on the line that I've verified, um, that would like to talk about porting this coverage.
[CUSTOMER][POSITIVE] OK, OK, I can help you with that.
[CUSTOMER][NEUTRAL] What is that policy number?
[AGENT][NEUTRAL] Uh, policy number is 253.
[AGENT][NEUTRAL] 52777
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I can talk with him.
[AGENT][NEUTRAL] OK, I'm gonna transfer him over. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK transferring him now thank you so much.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?