AccountId: 011433970860
ContactId: b67e46fa-852e-4ab4-a0b7-9693db149f70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379920 ms
Total Talk Time (AGENT): 111837 ms
Total Talk Time (CUSTOMER): 103218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b67e46fa-852e-4ab4-a0b7-9693db149f70_20250625T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. [PII], I'm hoping you could help me out. Um, I'm no longer with my employer and I'm gonna go ahead and elect COR, but um I'm wondering how do I go about retaining um the gap insurance?
[AGENT][NEUTRAL] Um, do you have, uh, your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, and I'm sorry cause I'm traveling and I just realized like, oh my God, I haven't called them yet. Give me a minute, let me see if I do have it.
[AGENT][NEUTRAL] OK, if not, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] That would be great. Um, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, uh, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] OK, and Mrs. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And then what about your address and your email address?
[CUSTOMER][NEUTRAL] Sure, the address is [PII] and the email is [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, this is my cell [PII].
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] The employer was [PII]'s house.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, we've got the term date is [PII]. Have you we would have mailed out information on how to port your coverage. Do you know if you've received that?
[CUSTOMER][NEUTRAL] I have not
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I left home on the [PII], as of the [PII], I hadn't received anything.
[AGENT][NEUTRAL] Have that in here.
[AGENT][NEUTRAL] OK, uh, I'm gonna need to put in a request to our team that handles the portability. um, what's a good contact number? You want them to call you back or would you like them to email you the information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, probably email is best.
[CUSTOMER][NEUTRAL] And that will be the same email, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] And can I ask you, like if I don't need, yeah, sorry.
[CUSTOMER][NEUTRAL] If I don't, by when do you think I'll receive it?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Well, I don't see it generated, so I'm not sure what's um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will be generated so I'm not, I, I can't tell what's what, you know, when it's was sent out or if it was, it looks like I don't show anything so that's why I'm gonna put in a request to that department that can handle that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And in case I don't receive it or who can I, can I reach back to you, [PII]?
[AGENT][NEUTRAL] Uh, yes, you can reach back out to the number that you called, um, and we should be able to look in our system an update. Um, I'm gonna put in this request. It usually takes about 48 hours and then you should receive an email with information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and until when do I have to elect the portability?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Typically it takes about you have 45 days to elect, um.
[AGENT][NEUTRAL] But they'll be able to look in your policy.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, and see
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your employer didn't send you anything correct?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, yeah, I'll have to get it. They, they, they're the um experts on the port portability side. So, um, let me put in this request and then be a contact back and let you know the details of the portability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. I appreciate your time there.
[AGENT][NEUTRAL] OK, um, anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] It