AccountId: 011433970860
ContactId: bc4529d0-6dce-4040-a227-18c6879f28d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473920 ms
Total Talk Time (AGENT): 251006 ms
Total Talk Time (CUSTOMER): 203749 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/bc4529d0-6dce-4040-a227-18c6879f28d8_20250131T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][POSITIVE] Hey [PII]. It was so good to see you the other day.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yes, you too. I've got [PII] on the phone. His policy number is 2410431.
[AGENT][POSITIVE] Good. OK.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] had an address change when the portability letters went out, but he's just now calling.
[CUSTOMER][NEUTRAL] Because his policy lapsed and his premium wasn't drafted.
[CUSTOMER][NEUTRAL] I did not change the address so that you could see that the address that he's going to give you is different.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But he, he wants to keep, I think he wants to keep his policy and he said that his address was changed and he never got anything because he wasn't at that address anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Put Mr. [PII] on through and it's [PII] [PII]
[CUSTOMER][POSITIVE] Yes, yes, that's correct, OK.
[AGENT][NEUTRAL] All right, put Mr. [PII] on through.
[CUSTOMER][NEUTRAL] OK, the thing that I question though.
[CUSTOMER][NEUTRAL] Is his mode of payment is already at 2.
[CUSTOMER][NEUTRAL] So I was gonna bring that to your attention.
[AGENT][NEUTRAL] Well, they wouldn't have been drafting for this policy. It would have, it probably had a, a future let's say may have had a future lapse state added in it lapse policy because we did not receive the sign portability so see they automatically lapsed it and they refunded the December premium, um, 12/28 when it, you know, anyway.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A portability election form in return mail. OK.
[AGENT][NEUTRAL] All right, so, alright, well, did he give you a phone number by chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] So the number he's calling from? OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, wonderful. All right, dear, thank you, pretty well through. Have a good day. Bye.
[CUSTOMER][POSITIVE] You're welcome, [PII]. Bye-bye. You too.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Good morning, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] I'm fine, sir. Thank you. Um, so Mr. [PII], you did not receive your portability information and you would like to continue with the coverage, is that correct?
[CUSTOMER][NEGATIVE] Yes ma'am, I guess my address was was incorrect, uh, and I never did receive any kind of paperwork. I guess that they sent it to my old address and it never forwarded to me.
[AGENT][NEUTRAL] Oh goodness, OK, so let's get your address updated, Mr. [PII]. I'm gonna put in a request to see if that information can be mailed to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 148.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that one word?
[CUSTOMER][NEUTRAL] 9, yes ma'am, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me read that back. And [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is Holly accept one word or is [PII] one word? Three words. [PII].
[CUSTOMER][NEUTRAL] Yes, 3 work it's uh 33 separate ones, mhm.
[AGENT][NEUTRAL] OK. So it's [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, I may have not got the zip right [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Oh good. Alright, wonderful, and that is in [PII] still so let me update all this information in one more place.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And your phone number is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. And your email address, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Wonderful. I just wanna make sure all your information was correct.
[CUSTOMER][POSITIVE] Yeah that's a good idea.
[AGENT][NEUTRAL] Oh yeah, let's make sure it's all good here. Alright, so Mr. [PII], I am going to put in a request to have this information sent to you.
[AGENT][NEUTRAL] And that could take roughly 5 to 7 business days, um, just get it completed and sent back to us at your earliest probably as quick as you can actually.
[CUSTOMER][NEUTRAL] OK, is this, is this something you could.
[AGENT][NEUTRAL] OK, and I will let them know that I did update your address today.
[CUSTOMER][NEUTRAL] OK, is this something you could send me an email or?
[AGENT][POSITIVE] Would you like it? Yes, let's see if we can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we will do that then. Alright, so Mr. [PII], um, I will get that request put in. It may be Monday before it's taken care of, uh, because they work things in the order that's that they are received.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right, and, and I was looking, I believe it or not, I've been looking for the last 2 or 3 days because I, I noticed that my um.
[CUSTOMER][NEUTRAL] Bank draft had not gone through in January, so that's why I started looking and I cannot find any paperwork that I've got is there anything you can send me on, uh, what my coverage is and all that good stuff?
[AGENT][NEUTRAL] When your new policy, it will change policy policy numbers and a new policy will come out to you at that time.
[CUSTOMER][NEUTRAL] Oh OK uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, if you'll just uh email that to me I'll get that back to you guys as quick as possible and uh.
[AGENT][POSITIVE] OK, wonderful.
[CUSTOMER][POSITIVE] OK, I really appreciate it.
[AGENT][NEUTRAL] Yes, sir. Is there anything else that we can assist you with at this time?
[CUSTOMER][POSITIVE] I don't, I don't think so. I guess I'm glad I, I'm, I'm glad I found you guys. I, I finally just took a, took a glance and looked at the, uh, actual one that was done in December and, uh, it had American public on it. I thought, well, I'm gonna look you guys up and that's where I got the number so it was just by accident that I was able to isn't that terrible?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No, I'm just glad you were able to locate us and, you know, give us a call before this went on much longer, um, because I don't know if there's a cutoff point on this or not, but we are certainly going to, uh, I'm going to let them know that we did update your information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I really appreciate it.
[AGENT][NEUTRAL] Yes sir, well Mr. [PII] do be looking for that. Check your spam and email, you know, start looking Monday and Tuesday if you do not see anything from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Or or just APL even but the email will end in a, you know, like [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and what and what is that uh that you're sending me? What's it called?
[AGENT][NEUTRAL] It's portability information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So.
[CUSTOMER][NEGATIVE] And uh if I don't if I don't get that what what number is the best one to call you guys back and say that I didn't receive it?
[AGENT][NEUTRAL] Did you call the [PII]?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, that is our number and just uh click for the queue for customer service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, super. Well I thank you again and you have a great day.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Uh huh thank you bye.