AccountId: 011433970860
ContactId: d906c630-42f0-4d20-8506-421a9cbc3712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178869 ms
Total Talk Time (AGENT): 83478 ms
Total Talk Time (CUSTOMER): 72861 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/d906c630-42f0-4d20-8506-421a9cbc3712_20241231T16:48_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] Hi, my name is [PII]. I was on a group plan that's ending today, and I still haven't received the portability info yet.
[AGENT][NEUTRAL] Well, I can help you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yeah, they gave me a policy of 253-580-5.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And your email and phone number please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And your email made me smile.
[CUSTOMER][POSITIVE] I'm glad.
[AGENT][POSITIVE] I like that.
[AGENT][POSITIVE] I love things like that.
[CUSTOMER][NEUTRAL] Well, when
[AGENT][NEUTRAL] Let's see, I, I don't know why, but it made me think of the Golden Girls all of a sudden.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][MIXED] Well, it's funny our girls were little when we, when we first got it and my husband said 3 blondes and a fat guy, but that was too long.
[AGENT][POSITIVE] I love it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, that's, that's darling. Let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Looks like.
[AGENT][NEUTRAL] That was actually sent.
[AGENT][NEUTRAL] Yesterday
[AGENT][NEUTRAL] The portability forms and it looks like it was emailed to your email. Can you check that real quick?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I never got it.
[CUSTOMER][NEUTRAL] You said it was sent yesterday?
[AGENT][NEGATIVE] The 30, [PII], that's today. I am so sorry. I'm rushing the year and it's, I shouldn't be doing that.
[AGENT][NEUTRAL] That's on today about [PII], just a little while ago.
[CUSTOMER][NEUTRAL] Oh, I haven't
[CUSTOMER][NEUTRAL] I haven't checked since then.
[CUSTOMER][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lo and behold, here it is um.
[AGENT][NEUTRAL] How about, how's that for service?
[CUSTOMER][POSITIVE] Yes ma'am, that is awesome service. OK, so then what do I need? I guess I, if I read this I'll figure out what I need to do with it then.
[AGENT][NEUTRAL] That's correct. Just complete the form and return it. Um, you can return it to care team.
[AGENT][NEUTRAL] C A R.
[CUSTOMER][NEUTRAL] OK, does it need to
[AGENT][NEUTRAL] I'm sorry, go ahead. Yeah, you can email it to the care team.
[CUSTOMER][NEUTRAL] Emailed
[CUSTOMER][NEUTRAL] Doesn't need
[CUSTOMER][NEUTRAL] OK, and is that on the the forms?
[AGENT][NEUTRAL] I think it is, but let me give you that email address just in case.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, it is [PII].
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, I'll get that taken care of thank you so much I appreciate your help.
[AGENT][POSITIVE] It's been my pleasure to assist you, Ms. [PII]. Thank you for calling APL. I hope you and your family have a very happy and healthy new year.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.