AccountId: 011433970860
ContactId: bcf891d0-c4f4-471a-8f66-010316a0b0f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318220 ms
Total Talk Time (AGENT): 143067 ms
Total Talk Time (CUSTOMER): 137174 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/bcf891d0-c4f4-471a-8f66-010316a0b0f8_20250211T23:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I just called a little while ago, um, and I was transferred over to, I don't remember, it was about, um, portability and then sending some forms to me so that I can do direct billing instead of having to go through my employer and I haven't received the email.
[AGENT][NEUTRAL] Hmm, OK. Let's take a look.
[AGENT][NEUTRAL] Do you have by chance your um policy number?
[CUSTOMER][NEUTRAL] Yeah, give me a second, I'll get that to you.
[CUSTOMER][NEUTRAL] So they just gave it to me.
[CUSTOMER][NEUTRAL] It is no, you're fine. Um it is 02.
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] 2777.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me a sec, let me see.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And then what is your first and last name, please?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then if you could just verify your date of birth and address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So when you had called earlier, [PII] and spoke with [PII], she transferred you to customer service, and they were gonna email you the portability portability form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I wonder why they haven't gotten that email yet. Let me see.
[CUSTOMER][NEUTRAL] I don't know, because it sounded like she was gonna do it right away, so I thought it was weird that I hadn't came through.
[AGENT][NEUTRAL] Yeah, let's see. OK.
[CUSTOMER][NEUTRAL] And then I, I just gave her my my personal email address. Can we confirm that it that it's on there correctly?
[AGENT][NEUTRAL] Yeah, let me double check and see what we have on here. So the email that we, the email that we have on your policy is [PII], is that right?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yes, it is. Uh-huh.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][POSITIVE] Yeah, that's all the personal one that that I just gave her because I told her I might as well because if I'm gonna change it over, it would make sense to have my personal, so yes, that's correct.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so that's right. All right, let me reach out to them and see. I don't think they have to create a request to send the email. I think they can just send it, but I'll double check with them and see if there's like, you know, if it takes like a few hours. I don't, I'm not yeah, yeah, like I'm not sure either, so let me reach out to them and see really quick, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 24 hours or something. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure thing, yes, thank you.
[AGENT][POSITIVE] Thanks, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I am good how are you?
[AGENT][NEUTRAL] I'm good thank you. Hey, I have an insured on the line and she called like 30 minutes ago, spoke to somebody in customer service about um getting an email for like portability. Do you know, does that take some time to get over to them or is it pretty immediate?
[CUSTOMER][NEUTRAL] Um, well, once I get it typed up and everything, I can get it to her. I just haven't done it yet.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, is it for?
[CUSTOMER][NEUTRAL] On policy 253-277-7.
[AGENT][NEUTRAL] Yeah, that's her.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes. Um, tell her, tell her I will get it done in just a few minutes.
[AGENT][NEUTRAL] OK. I'll just let.
[AGENT][POSITIVE] OK, I'll let her know that you're working on it and it's coming, no worries, thank you.
[CUSTOMER][POSITIVE] All right thank you have a good day bye.
[AGENT][NEUTRAL] Um, bye bye. You too.
[AGENT][POSITIVE] Thank you [PII] so much for your patience and waiting on that. So I did speak to [PII] over in customer service. She's actually typing up your letter right now to send over to you, so she said that um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK. I just wanted to make sure I was like, oh, because I just changed the email address. Let me make sure it's fine. I, I, I, I, I mean that's, you know, obviously she's working on it as I said, my concern was like, oh, did I like make you know, just making sure I got put in correctly since I just changed it. OK, sounds good. I'll wait for it. I'm sure it'll get to me sometime tonight. OK, well thank you so much. I do appreciate you for checking on that for me.
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[AGENT][POSITIVE] OK. Sounds good either.
[AGENT][POSITIVE] My pleasure. Have a blessed day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye