AccountId: 011433970860
ContactId: da1d28b1-3111-41d9-a571-32df94751746
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249490 ms
Total Talk Time (AGENT): 91918 ms
Total Talk Time (CUSTOMER): 120789 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/da1d28b1-3111-41d9-a571-32df94751746_20250327T13:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Well, it's our week, isn't it? I don't think I've ever talked to you so much in one week.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's been a good, it's been a wild one. I need to transfer this call to you on policy number 253.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] 5277.
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] I did verify all of his information and updated his email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His callback number?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]. He was calling to make a payment now he did send over his portability letter on [PII] and that was submitted in a hub request to customer service.
[AGENT][NEUTRAL] It's probably the wrong one. Let me look. What's that hub number not let me look real quick.
[CUSTOMER][NEUTRAL] 33212, uh, you know what? that's the one you sent back that didn't have the letter attached now that I remember.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, I know they're sending out the wrong form.
[AGENT][NEUTRAL] On these, so I just wanna make sure while I've got him on the phone, I can let him know that's the wrong form and, and get it to him real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I've got like 6 or 7 of them. 33212.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] Thank goodness I put the hub request in the notes. I always do, and that helps.
[AGENT][NEUTRAL] I don't see it.
[CUSTOMER][NEUTRAL] 33212.
[CUSTOMER][NEUTRAL] When you sent back to me, remember?
[AGENT][NEUTRAL] 3213.
[AGENT][NEUTRAL] Oh, it's in progress.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, I'm almost there.
[AGENT][NEUTRAL] Yep that's the wrong one, OK.
[CUSTOMER][NEUTRAL] Man.
[AGENT][NEUTRAL] I will
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and let me I'll, I'll email him the correct one.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] And and I've got his uh personal email I updated the email to his personal one, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Let me get Mr. [PII] on the line. Thank you. Hold on just a second.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for your patience, Mr. [PII]. I have [PII] on the line um she's going to assist you further and she does understand what you're wanting to do, and I hope you have a wonderful day. Oh, you're the best. You have a wonderful day too. Thank you. Thank you, Mr. [PII], take care.
[AGENT][NEUTRAL] Uh, good morning, Mr. um, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Hey, it's, it's, that's fine. It's [PII], that's fine.
[AGENT][NEUTRAL] OK, um, I was looking at your policy and this is our fault but we mailed out the wrong portability forms and I was fixing to have to, to send you the correct forms. Is there any way that I can email those to you and you can get those back to me real quick?
[AGENT][POSITIVE] And I can get it all set up.
[CUSTOMER][NEUTRAL] Um, yeah, sure.
[CUSTOMER][NEUTRAL] OK, yeah. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, she just updated my email. I had [PII] that works or my [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Which would you prefer me to send it to?
[CUSTOMER][NEUTRAL] [PII], I'm, I'm in my windows right now so that I'll receive it.
[AGENT][NEUTRAL] OK, I will get that right to you and.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Once we get that set up, then we can um call you back and get.
[AGENT][NEUTRAL] For the pain.
[CUSTOMER][NEUTRAL] OK, that sounds good. Thank you. Do I need to speak to someone specifically or just call back for customer service or is there a direct number?
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh, no, just call back to the customer service and they can help you.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Goodbye.