AccountId: 011433970860
ContactId: bf06dea1-0759-4da6-a57f-fc59f9ec58ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547179 ms
Total Talk Time (AGENT): 276133 ms
Total Talk Time (CUSTOMER): 293785 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/bf06dea1-0759-4da6-a57f-fc59f9ec58ce_20250403T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII], and I'm calling. I received an email requesting the portability documents completed again, but.
[CUSTOMER][NEUTRAL] Uh, first of all, I had I had already submitted that with the EFT and I'm just wondering what happened if why am I need to redo them. I do see that the form is different than the original letter, so I just, I'm just a little confused now, um.
[AGENT][POSITIVE] OK, I can help you with that, Miss [PII].
[CUSTOMER][NEUTRAL] And another, and another thing is, you know that uh I just, in checking over the stuff, I, I noticed that the previous letter had been dated since December, but I, I just got it in March.
[AGENT][NEUTRAL] Oh goodness. OK. So Miss [PII], do you, do you have your policy number or certificate number?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yes, it's uh it's 02535584.
[AGENT][NEUTRAL] Thank you. I'll pull your information up. We'll do a, uh,
[AGENT][NEUTRAL] Quick verification.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And then we will, I [PII] or [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm sorry, where I got [PII] from. Goodness. All right.
[AGENT][POSITIVE] My goodness.
[CUSTOMER][POSITIVE] I don't know, but that's a cute name.
[AGENT][MIXED] It is a cute name, but it's not the correct name.
[AGENT][NEUTRAL] OK, I do apologize, Miss [PII]. May we, may we verify your date of birth and then your address, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And address is [PII].
[AGENT][NEUTRAL] Thank you, ma'am, and the last bit of information, may we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] OK, uh, phone number [PII].
[CUSTOMER][NEUTRAL] [PII] that's my cell and my work is [PII].
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] 6, wait, wait, [PII].
[AGENT][NEUTRAL] We just need your per your personal number.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, but I don't know which one was on there, if it was that one or the, or my, my work number. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] And that's the number you're calling from your work number. OK, alright, wonderful. And your cell, your, your personal phone number again was [PII].
[CUSTOMER][NEUTRAL] [PII]. That's it, yes, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. We do have that backwards in here. We have, OK, so it should be [PII].
[CUSTOMER][NEUTRAL] Wait, wait, it's, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry [PII].
[AGENT][NEUTRAL] OK, no, no, you're fine. You're fine. All right, so the last thing, I know, I could not tell you my cell phone number.
[CUSTOMER][NEUTRAL] I just don't call myself.
[AGENT][NEUTRAL] Oh, OK, so Miss [PII], can we verify your email address that we have on file for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Wonderful. So that is what we have and let me see what is, what is happening here with your information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I give you my personal email as well?
[AGENT][NEUTRAL] So let me go back to that screen real quick.
[CUSTOMER][NEUTRAL] Is there room for it?
[AGENT][NEUTRAL] OK. Well, we can only put one email, um, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you change it?
[AGENT][POSITIVE] Yes, ma'am, we can.
[CUSTOMER][NEUTRAL] Yeah, OK. So, being that it's, it's not gonna be part of the group, I'd rather have it on my personal one.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] It's um it's [PII].
[AGENT][NEUTRAL] Alright, that's [PII] I'm a little behind you.
[AGENT][NEUTRAL] OK, so your first name?
[CUSTOMER][NEUTRAL] It's my name, my name [PII].
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Alright, thank you. [PII]. Well, [PII] and you say it much prettier than I do [PII]. OK, we do have that updated in our system now, um, to show your, your personal email. A lot of people would prefer their personal email, so that's perfectly fine.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, and being that it's, I'm over [PII], so you never know.
[AGENT][NEUTRAL] Well, I'm right on your heels, so.
[CUSTOMER][NEUTRAL] Might as well.
[CUSTOMER][NEUTRAL] I might as well
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh my gosh, OK, I just received a letter. I see you talked with someone back in March just received letter. She is sending in her paperwork.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] Yeah, and I, I don't understand why I just received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, apparently you were mailed the wrong portability information. I do see here where it says that uh they emailed you the correct portability forms.
[CUSTOMER][NEUTRAL] Yes, and that's what I received today. OK, so then I just redo it?
[AGENT][NEUTRAL] Yesterday.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEGATIVE] Please, yes, so apparently you were sent out the wrong forms.
[CUSTOMER][NEUTRAL] OK, OK. Back in, well, I, I don't know, the, the previous ones I submitted. And I have, you know, and because, because by the time I real I opened it, I had already thrown away the original envelope. So then, when, and really when I saw this email is when I went back, I pulled out my copies and I go, why was it dated [PII]?
[AGENT][NEUTRAL] Back when I heard it was originally sent, yes, ma'am.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] If I had just, I just received it in March, so I couldn't go back to the envelope to to look for the stamp date on it.
[AGENT][NEUTRAL] Yes, ma'am. I unders.
[CUSTOMER][NEUTRAL] So but I don't know what happened, but anyway, we can, we can still do it.
[AGENT][NEUTRAL] It looks that way since uh the person who handles it is the one who emailed you the corrected portability form uh and Miss [PII], I will tell you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, because I called, uh huh, mhm.
[AGENT][NEUTRAL] No, I was not. I'm sorry, I was gonna give you an email address where it's much faster and you'll have someone to correspond with and you'll know that you that it was received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you know, you just complete it and email it back to us. OK, it's [PII]
[CUSTOMER][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A team and put the at sign.
[AGENT][NEUTRAL] And then [PII] and that's [PII].
[CUSTOMER][NEUTRAL] OK, OK, and um the cost is 1837?
[AGENT][POSITIVE] That's correct. Yes, I am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] OK, well let me yeah let me complete it and let me send it back.
[AGENT][NEUTRAL] And like I say, now you're welcome to email it, I mean, mail it in, but it will take much longer.
[CUSTOMER][NEUTRAL] No, I'll, I'll email, yeah, I think the prior ones because I did call and I talked to [PII] and he's the one that told me go ahead and send it to care team.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I did, and, and like I say, I never thought that it was, I mean, I knew that it was gonna go back to January, because that's when the other one ended.
[CUSTOMER][NEUTRAL] But I had not realized that it was dated that far back.
[AGENT][NEUTRAL] Mm, it was just, I don't either, but I do apologize for all the confusion, but hopefully we will get you taken care of just sooner than later.
[CUSTOMER][NEUTRAL] Hm, I don't know what happened, but something, yeah.
[CUSTOMER][POSITIVE] OK, OK, and let I'll, I'll, yeah, I'll submit it today. Thank you so much.
[AGENT][POSITIVE] OK, wonderful. Well, thank you for calling APL. You as well, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nice talking to you.
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] OK. Well, thank you for calling AP and you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too thank you bye bye take care bye bye.
[AGENT][POSITIVE] Thanks, ma'am. Bye-bye. You too.