AccountId: 011433970860
ContactId: c3b265cb-82ab-4e3f-8c4e-29e4916aeca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211919 ms
Total Talk Time (AGENT): 65906 ms
Total Talk Time (CUSTOMER): 112649 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c3b265cb-82ab-4e3f-8c4e-29e4916aeca7_20250325T19:42_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I was calling because I, um, spoke with a lady by the name of [PII] last, um, Friday, um, because about my continuation of my cancer insurance since I'm no longer with my employer, and she was gonna get back to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, about that, and she had also asked me to send an email, um, from our benefits department because, uh, they said they sent the paperwork in y'all that y'all never got it and stuff like that. So, um, I was just wondering if there's any update on my coverage.
[AGENT][POSITIVE] Sure, I'll be happy to assist you with that. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Um, I, I looked at my email, I can get it for you.
[AGENT][NEUTRAL] If not, I can look it up by your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's so funny. I just got an email from you guys.
[AGENT][NEUTRAL] Oh really? while we're on the phone?
[CUSTOMER][NEUTRAL] Yeah, like
[CUSTOMER][NEUTRAL] Yes, like, OK, but I'll give you the policy number anyway. It's 2534099.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] What is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII] sales.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying your current mailing address and email?
[AGENT][NEUTRAL] I'm sorry, your phone number.
[CUSTOMER][NEUTRAL] So the mailing.
[AGENT][NEUTRAL] Yeah, mailing address and email apologize.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] [PII] and the email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so let me check.
[AGENT][NEUTRAL] And so did you receive uh an email that is funny because she just sent it um an email with the correct correct portability forms.
[CUSTOMER][NEUTRAL] Uh, maybe that's what they sent me. I haven't. I was, I'm driving, so I didn't, uh, look at it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that a bit
[CUSTOMER][NEUTRAL] OK, yes, it says portability election form.
[CUSTOMER][NEUTRAL] OK, so I guess I just need to fill that out and get that to you guys?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, so I guess everything was, um, was good. Yeah, I just wanted to make sure, I guess I just had perfect timing with calling you. That's crazy. All right.
[AGENT][NEUTRAL] That was serving. How's that for service, right?
[CUSTOMER][NEUTRAL] I know, right? There you go. You, you knew what I needed before I even asked, um, but no, I will fill that out and send that to you as soon as I get home.
[AGENT][NEUTRAL] All right, that'll be fine. Just, you can email it back to us and that'll be fine.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I will. Perfect, thank you so much.
[AGENT][POSITIVE] Uh thank you, Ms. [PII]. It's such a pleasure to assist you. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Well thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.