AccountId: 011433970860
ContactId: e5b98c35-b19d-420a-9b8b-669711e17e79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381660 ms
Total Talk Time (AGENT): 132928 ms
Total Talk Time (CUSTOMER): 144095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e5b98c35-b19d-420a-9b8b-669711e17e79_20250129T14:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I talked to several people yesterday. My name is [PII]. They transferred me to customer service, so you might wanna transfer me back there. I don't know the number that's to there.
[AGENT][NEUTRAL] OK, um, do you remember who you were speaking to or you just got um different personal?
[CUSTOMER][NEUTRAL] I had an Emma.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, I talked to an Emma. Now [PII] may be the one that transferred me. I don't know.
[AGENT][NEUTRAL] Mm OK. All right.
[CUSTOMER][NEUTRAL] No, [PII], [PII].
[AGENT][NEUTRAL] OK. All right, thank you. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number so I can give it to [PII]?
[CUSTOMER][NEUTRAL] I do not know the policy number. You have to go by my social security.
[AGENT][NEUTRAL] OK, bear with me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can go ahead with the social.
[CUSTOMER][NEUTRAL] Buddy. [PII]. No.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] You'll get down.
[CUSTOMER][NEGATIVE] Get down.
[AGENT][NEUTRAL] OK, let me do the verification. Um, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] OK. My date of birth is uh [PII]. I live at [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Perfect, thank you. OK, let me just go look it up.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] One of these.
[AGENT][NEUTRAL] All right, let me go ahead and get customer service. I'm gonna try to get Ms. [PII], but if I don't, I'll go ahead and get somebody in that area, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, I'm good, thank you. Um, I have a member on the line that she's calling about her portability and it looks like um she spoke to uh several of us yesterday, yeah, yesterday, and I see that you made a note saying looking.
[AGENT][POSITIVE] So I guess you're working on it, so it's good that I got you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So let me give you the policy number. It's 23845554.
[CUSTOMER][NEGATIVE] Yeah, I think I was running out of time when I got to her.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't wanna do it on this one, but I did it anyways 238-4554.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yes, Ms. [PII], and the notes is indicated that Miss [PII] was supposed to call her back, but I mean, I'm pretty sure that um it's not enough time for her to call her back, probably. I'm not sure. But yeah.
[CUSTOMER][NEUTRAL] He was supposed to
[AGENT][NEUTRAL] She's calling.
[AGENT][NEUTRAL] Um, I see a note from [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did she said that she's gonna call her back or something like that once it's, uh, I don't know.
[CUSTOMER][NEUTRAL] Yes, she put in a hub. I remember that.
[AGENT][NEUTRAL] Yeah, but yeah, I'm pretty sure, I mean, it's too early, um, so I'm not sure why she's calling back, but she is calling back and she has to be transferred to customer service.
[CUSTOMER][POSITIVE] Alrighty then thank you.
[AGENT][NEUTRAL] You're welcome. I did verify all the information. The callback number is the same one in the system, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Here she comes. Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Ms [PII] on the line. She's gonna assist you from here. She's in the customer service department.
[CUSTOMER][NEUTRAL] You too. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Here she's
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Good morning Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm OK.
[CUSTOMER][NEGATIVE] Except for this mess I got myself in.
[CUSTOMER][NEUTRAL] Alright, well, um, so said that you wanted to, uh, port your policy, um.
[CUSTOMER][NEUTRAL] Yeah, I talked to several people yesterday and uh [PII], I had said that it needs to be ported I guess that's the word that makes sense to me. I don't know any of these terms, OK?
[CUSTOMER][NEGATIVE] Um, but what has happened is apparently we had a couple of incidences in the family. Uh, his brother had a stroke in [PII]. We're up there over a month, came back, his nephew died. We went back up to the funeral and somehow I didn't get all of the information from you guys and I assumed because I retired in [PII] I believe from the school system and I sent in all the information for the bank.