AccountId: 011433970860
ContactId: c65cdc25-bb93-4b0c-9fa4-09a83af83a81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347839 ms
Total Talk Time (AGENT): 154236 ms
Total Talk Time (CUSTOMER): 157333 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c65cdc25-bb93-4b0c-9fa4-09a83af83a81_20250205T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I uh spoke with [PII]. Well, I didn't speak with her. She left me a message yesterday. I had, um, coverage through our union and found out last week that I could port that coverage and um I got the.
[CUSTOMER][NEGATIVE] from the union I emailed them in that day and apparently I hadn't heard back so I called yesterday to follow up and apparently y'all had not received them and so I'm I'm flying right now and so I don't have access to my computer to resend all of that but she told me to I'm gonna resend it when I get home this evening but I I my I didn't speak with her. I was in the air when she called and she left me a very nice detailed message, but at any rate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] My ques my question, sorry, my question is, um, is this gonna affect, I know the deadline was the [PII] for the um forms to be sent in. Is this gonna affect my ability to continue on with the coverage?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, um, actually, Ms. [PII], if you and I can make sure that you get the help that you need, if you can give me your call back number just in case the call gets dropped and your policy number that you had with us.
[CUSTOMER][NEUTRAL] OK, my, um, call back number is [PII] and the policy number I know it.
[CUSTOMER][NEUTRAL] I usually have to go into the portal and look it up, but I thought I jotted it down yesterday.
[CUSTOMER][NEUTRAL] Um, I did not. It's 217. Let me look in the portal real quick if that's OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, or if you wanna give me your social security number I can pull it in that way too.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I'll give you that it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have you. Um, can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am, and then I'll also need for security reasons for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] You should have uh address is [PII] and uh the email is [PII].
[AGENT][NEUTRAL] OK, thank you and then the number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah, that's the only number I have.
[AGENT][POSITIVE] OK, OK, thank you, Miss [PII]. I appreciate you verifying your policy for me. So what I'm gonna do is I'm gonna go ahead and transfer you on over to customer service so that they can answer your questions about porting your policy. They're the ones that receive the paperwork and they're the ones that that work for the policy support.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right, and that's who I called, that's who I called yesterday and that's who called me back, but you know, I, like I said, she said, go ahead and she said, go ahead and send everything in again when you get home, but I'm like, OK, well, if it's, if it's a mute point, why bother?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][POSITIVE] Right, I understand. I understand so I'm gonna get you some help and get you some answers. It's gonna be a brief hold while I transfer you on over to them.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hey, I've got, um, Ms. [PII] on the phone.
[AGENT][NEUTRAL] Her policy number is 2170749.
[AGENT][NEUTRAL] She spoke with [PII] yesterday about um supporting her policy.
[AGENT][NEUTRAL] Um, she said that she mailed in the portability paperwork.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To the care team email on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she doesn't want her policy to lapse, so she resent the part apparently when she talked to somebody yesterday, nobody received the port paperwork, so she was gonna send it in again, but she wanted to see if she can still port her policy or is it a mute point.
[CUSTOMER][NEUTRAL] Um, no, she, she can go ahead and send it in. Uh, we have premiums up until January. Hold on just a second.
[CUSTOMER][NEUTRAL] You know, with these [PII] policies we're still getting those in where people are saying that they sent them but we didn't get it.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][POSITIVE] Well, I'm gonna let her talk to you and you can give her the good news because she's
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She really wants to keep her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thanks and her callback number is the number that's showing up if we get disconnected.
[CUSTOMER][POSITIVE] OK, all right, thank you, ma'am.
[AGENT][POSITIVE] OK. All right. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm