AccountId: 011433970860
ContactId: be0154cc-6914-4e24-a072-d47fd41817b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243500 ms
Total Talk Time (AGENT): 98849 ms
Total Talk Time (CUSTOMER): 96574 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/be0154cc-6914-4e24-a072-d47fd41817b3_20250328T16:31_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII], and I received a letter, the policy owner's request to port coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you need my er number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, please ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And Miss [PII], do you mind verifying your date of birth and what is a good callback number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] phone number [PII].
[AGENT][POSITIVE] Perfect. And what is your email address and current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My personally, my first and last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now we have your looks like your work email on file.
[CUSTOMER][NEUTRAL] Yeah. And that's OK. You can continue to use that. [PII].
[AGENT][POSITIVE] OK, and I'll be happy if you ever want to update that to your personal, we'll be happy to take care of that for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and my mailing address is [PII].
[AGENT][NEUTRAL] All right, thank you. And you received that portability letter asking if you want to continue your cancer policy?
[CUSTOMER][MIXED] Correct, but it doesn't say how much the premium is.
[AGENT][NEUTRAL] OK, well what I can do, Miss [PII] is I can transfer you to our customer service department. I believe that that premium will stay the same.
[CUSTOMER][MIXED] OK, but it was a payroll deduction.
[AGENT][POSITIVE] Yes ma'am. I, I tell you what, let me get you to a customer service representative and they can assist you with that. That OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. One moment for the transfer. It's been a pleasure to assist you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey, [PII]. Happy Friday.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, I have policy number 253.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5396 [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can never say that last name. She received a portability letter and wants to know what the premium would be.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I verified all of her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm and the callback number is it the same um the one she's calling from? Alright.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] All right. You can go ahead and send her over.
[AGENT][POSITIVE] All right, thank you. If you'll bear with me just one moment. Let me get her on the line. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, [PII]. One moment.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line in customer service and she'll assist you further. Hope you have a great weekend.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Hello, how are you doing today?
[CUSTOMER][NEUTRAL] I'm well