AccountId: 011433970860
ContactId: d8414fad-6e3e-4f44-879b-6192686822df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1357329 ms
Total Talk Time (AGENT): 235897 ms
Total Talk Time (CUSTOMER): 237995 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d8414fad-6e3e-4f44-879b-6192686822df_20250117T14:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I talked to [PII] yesterday and um I had sent my portability election form in. I emailed it on the [PII] and I had called after that. Somebody verified that they did receive it. She looked yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And said that she couldn't find it and I emailed it again and she said I would get an email confirmation which I didn't and she said she would call me back yesterday late in the day if she didn't receive it she was going to look for it I didn't get the email and I didn't get a phone call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK. What's your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] What email address will the email come from?
[CUSTOMER][NEUTRAL] It would have come from [PII].
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number would be 253-5805.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Verify your date of birth and your complete mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment and what time did you email the portability document on yesterday?
[CUSTOMER][NEUTRAL] Um, let, let me get into my email and look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] that's Eastern time.
[AGENT][NEUTRAL] OK, so it'll be one hour time. One moment.
[AGENT][NEUTRAL] Or actually [PII] our time.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII], verify the email address you sent that to?
[CUSTOMER][NEUTRAL] I sent it to, let me get back in there, care team at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that is the right one.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Few more minutes.
[CUSTOMER][NEUTRAL] Oh, that's fine. I just sent it to my work or to my home email.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I wonder if I should send it from that.
[CUSTOMER][NEGATIVE] I don't know if there was an issue with it coming from, but it was weird when I sent it on the [PII], I called a couple days later and somebody verified that you did receive it, but then when I talked to her yesterday, she couldn't find it.
[AGENT][NEUTRAL] Right, let's see.
[AGENT][NEUTRAL] Do you remember who you spoke with the first time that confirmed a receipt?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just sent it again from my personal email, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give it just a few seconds.
[AGENT][NEUTRAL] To come through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What did you put in the subject line?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] Port APL portability documents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just helps me track it because we get, you know, quite a few emails.
[CUSTOMER][NEUTRAL] 00, I'm sure I'm sure.
[CUSTOMER][POSITIVE] Completely understand.
[AGENT][NEUTRAL] Thanks for your patience. I'm just trying to give it some and then I'm still going back from yesterday's emails.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] And it's not encrypted, is it?
[CUSTOMER][NEGATIVE] It shouldn't be.
[AGENT][NEUTRAL] OK. I just, yeah, probing.
[AGENT][NEUTRAL] Spell out the email address for me that you sent it to.
[AGENT][NEUTRAL] Again,
[CUSTOMER][NEUTRAL] Spell it
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on, let me get back in and I just got out of it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][POSITIVE] No worries, no rush.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Her personal email is not. OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It usually does not take this long to receive it.
[CUSTOMER][NEUTRAL] That is strange.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] I did not see it in uh as we were kind of sitting here looking through yesterday's emails.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I wanna hold the line because.
[CUSTOMER][NEUTRAL] Well if you're like I am the second you hang up you get another phone call.
[AGENT][NEUTRAL] I want
[AGENT][NEUTRAL] Well, no, I wanna make sure that we get it. I mean that's why I wanna hold the line because that's you're sending it to the correct email team.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then we're sending it from two different places, two different emails is weird that you're not getting it, yeah.
[AGENT][NEUTRAL] And two different email addresses. Mhm.
[AGENT][POSITIVE] I'm gonna give it some more time.
[AGENT][NEUTRAL] I think that's it. Give me a second. You send it as urgent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if I did or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, it's from 3 blonds and watch TV.
[AGENT][NEUTRAL] [PII] voila. I'm fixing to send this to the appropriate area right now. Give me a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What station are you listening to?
[CUSTOMER][NEUTRAL] Oh, I'm, it's K 99.
[AGENT][POSITIVE] OK, I like that music. OK.
[CUSTOMER][NEUTRAL] Out of [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know, we're almost through January. Seemed like it was just the first on yesterday on [PII]. It is.
[CUSTOMER][NEUTRAL] Isn't that crazy?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] I know my grandma used to always tell me the older you got the faster time went and I was like yeah whatever but she was so right.
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] Cheap, exactly.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Did you receive an email indicating that we received it?
[CUSTOMER][NEUTRAL] Um, would that have been from today, my
[CUSTOMER][NEUTRAL] Three blondes email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or would that have, you said yes?
[AGENT][NEUTRAL] There's an automated message that you should have received. It's automated, and I, I wanna confirm that as well just, just for SA.
[CUSTOMER][NEUTRAL] And that would have come to the three blondes.
[AGENT][NEUTRAL] The email address that you sent it from.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] The one today or the one from yesterday?
[AGENT][NEUTRAL] Actually, actually, this is from Three blondes and it's dated, your email is dated today.
[AGENT][NEUTRAL] So this is the first one. OK.
[CUSTOMER][NEUTRAL] OK, and no, I did.
[CUSTOMER][NEGATIVE] I did not get a confirmation.
[AGENT][NEUTRAL] OK, so this is actually the first one that you sent to this morning.
[AGENT][NEUTRAL] Because it's from 3 blondes. I think the other one was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the only one I sent from 3 blondes with today.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The other ones I sent from [PII].
[AGENT][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEGATIVE] And, and no, I have not gotten a confirmation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 3 bonds is the one that we have on file. OK, I'm with you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, that's my personal email and no I have not gotten a confirmation.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I sent you another one you'll probably receive the automated one shortly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, I did receive this.
[AGENT][NEUTRAL] OK, now that one is for me.
[AGENT][NEUTRAL] Or from the care team and so you should receive another one it's an automated one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] How long do these usually take to get processed?
[AGENT][NEUTRAL] Now our turnaround time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Where did that go?
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Then we can bring you um.
[CUSTOMER][NEUTRAL] Dollar off.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Fresh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just a few more minutes.
[CUSTOMER][POSITIVE] Oh, no problem. I appreciate your help.
[AGENT][NEUTRAL] I want to get completely taken care of.
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] One county
[CUSTOMER][NEUTRAL] What art and deep water conditioning can solve that with premium water.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so I have submitted that document to the appropriate person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or area
[AGENT][NEUTRAL] And I've sent you a receipt of um.
[CUSTOMER][NEUTRAL] one
[AGENT][POSITIVE] An email showing that we did receive it and so you should be good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][NEUTRAL] And I've documented, you're welcome and I've documented your file that we've submitted it to the appropriate area for handling.
[CUSTOMER][POSITIVE] OK, I appreciate your help. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Ms. [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] And bye bye.