AccountId: 011433970860
ContactId: df553791-cbe8-4b7f-b921-c509b7c2732a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250800 ms
Total Talk Time (AGENT): 106935 ms
Total Talk Time (CUSTOMER): 127501 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/df553791-cbe8-4b7f-b921-c509b7c2732a_20250508T14:11_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], this is over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Alright, thank you. I've got a member on the line who said that she had uh called back in January February about uh continuing this policy. Her spouse was retiring, um, and that she was going to get uh a form sent to her but she never got it. I do see a note from [PII] from [PII] that the forms were ordered through a letter writer, um, but she's saying she never got them, so I don't know if they just need to be resent or if maybe those can be emailed to her.
[AGENT][NEUTRAL] Alright, um, what is the policy number?
[CUSTOMER][NEUTRAL] That is 753-817.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, this can be emailed to her. I can um take her call and um advise that I will be emailing them in a few minutes.
[CUSTOMER][POSITIVE] OK awesome I appreciate your help. Are you ready for her now?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, yes, I can hear you. Can you hear me?
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Yes, Ms. [PII]. All right, this is [PII] in customer service and I was just advised that you requested the um the portability documents were requested, but they have not been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, I can work on the portability letter really quick and um just manually type it and email it um to the email address that we have on file. Um, once it is received, it can, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What can you tell me what that email address is by some chance?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I thought that we had an email. We do not have an email. Is there any specific email that you would like me to add?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII] or just one?
[CUSTOMER][NEUTRAL] Yeah, no, [PII], yeah, [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And now [PII] mentioned that the policy is still current, um.
[CUSTOMER][NEUTRAL] I guess maybe I should have my husband check with the state to see if that that fee is still coming out of his check is um.
[AGENT][NEUTRAL] Mm, mhm.
[CUSTOMER][NEUTRAL] But in the meanwhile still send me those documents in case because you know we want to, you know, retain the policy with y'all.
[AGENT][NEUTRAL] Yes, yes, um, I, uh, I don't see that it is current. I last payment received was back in March.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK. All right.
[AGENT][NEUTRAL] So it is behind almost, yes, 32 to 3 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, sorry, can you repeat back to me the email please just to make sure I have it correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much. And I will go ahead and work on that um portability letter for you and then you should be receiving it in about 15 to 30 minutes. It could be less.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. All right. I'll have him, uh, you know, look out for it. OK. Thank you so much. All right, bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. All right. Thank you. You have a nice day. Bye.
[CUSTOMER][NEUTRAL] You too.