AccountId: 011433970860
ContactId: df86eacb-bd44-44d1-af1c-8c852e114634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395459 ms
Total Talk Time (AGENT): 156008 ms
Total Talk Time (CUSTOMER): 171008 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/df86eacb-bd44-44d1-af1c-8c852e114634_20250414T15:35_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 [PII], my name is [PII]. I was trying to get my.
[CUSTOMER][NEGATIVE] Coverage ported and I haven't had any response back from the email that I sent.
[CUSTOMER][NEUTRAL] Um, in regards to how to pay for the coverage of sending the paperwork and it's uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number for the policy is 253.
[CUSTOMER][NEUTRAL] 559-888
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] And that was 253-559-88?
[CUSTOMER][POSITIVE] I believe that's correct mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I found it. Um, so there's only 15, but I have you here. I just need you to verify your date of birth and your mailing address and email address.
[CUSTOMER][NEUTRAL] It's 222-70 date of um mailing address is [PII].
[CUSTOMER][NEUTRAL] Email is probably [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so what I'm gonna do is get you over to a customer service. I'm gonna stay on the line and get a rep and then put you two together, but customer service is the department that handles all the reporting, the premiums, terminating and putting the policies together. So they'll be able to um help you with where you are and then do next steps or let you know where they are in that process with the payment.
[AGENT][NEUTRAL] Or so you can make a payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] Alright, before I get customer service on the line, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Alright, hold on one moment and I'll get a customer service rep and I'll explain everything with the porting um as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line. So, so she's like, it sounds like she's in the process of porting. She says she's received the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she sent the, the, you know, the form back to us and she was um trying to see about payment. I, well, let me give you the policy number.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, so it's 253-598-8.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm. And we did, I saw on the note that we did get the letter, I think, I believe it said the [PII]. I, I, I changed screens, but I think it said [PII], we got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, da da da, OK.
[AGENT][NEUTRAL] And so now she's wanting to know, um,
[CUSTOMER][NEUTRAL] I'll find that.
[AGENT][NEUTRAL] Um, about paying with the partying, she's under the impression she needs to make a payment, I guess.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the letter, she mentioned the letter that she sent in.
[AGENT][NEUTRAL] I guess that's the porting form. She's trying to see where, like what she's supposed to put the payment on there. We just ask for like the routing and account number, right? Or is that something different? I didn't even go into it with her because I didn't want to say nothing wrong.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, I get you, but if they wanted like a monthly billing, they should include that information, yes, um, you know, but, but I will definitely, um, talk to her. I'm just looking up that hub request just seeing everything, but yeah, I could speak with her for sure because she can still of course send that to us, you know, if she didn't, so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, no, take your time.
[CUSTOMER][NEUTRAL] Um, yeah, see these, and I, I, I'm just, this is kind of off the, it's not off the subject but kind of, but, um, I have had a couple of these calls like this from this group this [PII] because they um turned coverage with us and these letters are going out so late so I've been confused about it but I'm just going with it, OK, you know, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, like the group is no longer with us?
[CUSTOMER][NEUTRAL] Yeah, they turned coverage 11 effective 11, and they told us in December, so these letters should have gone out at that time, but it looks like they're just now going out because I've had two or three other calls from this group and I'm in my mind I'm like you're too late, but then they say they just received the form. I'm like, well, OK then, you know, but yeah, but I'm sorry, I didn't mean to get off on that but I can definitely speak with her.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] No, that's fine, because that will help us on the call.
[CUSTOMER][NEUTRAL] Yes, cause it seems like it's too late, but if they are just now getting these forms, then it's not, you know.
[AGENT][POSITIVE] We got to honor it, right. Mhm.
[CUSTOMER][NEUTRAL] Yes, yeah, so I don't understand that part, but, you know.
[CUSTOMER][NEUTRAL] But that's OK.
[CUSTOMER][NEGATIVE] Yes, and I see why she thinks she needs to make a payment because she does need to catch it up whenever her other one gets issued. OK, I'll shut up. I can talk to her.
[AGENT][NEUTRAL] You're fine. All right. Hold on, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].