AccountId: 011433970860
ContactId: e88a09f8-9699-4d6c-abc8-3cabdd85fa7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372970 ms
Total Talk Time (AGENT): 110083 ms
Total Talk Time (CUSTOMER): 226640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e88a09f8-9699-4d6c-abc8-3cabdd85fa7a_20250403T21:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. We're in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm good. I have an insured on the line. His name is [PII] and he's um wanting some information about continuing importing his policy.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Is 02.
[CUSTOMER][NEUTRAL] 459-943.
[AGENT][NEUTRAL] OK and this callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I do see in the notes he did say he did call in January and spoke to somebody about this and they said that they were gonna send him the portability letter and then he's reaching out today because he's like I haven't gotten anything I checked on base for any correspondence I just didn't see anything so.
[AGENT][NEGATIVE] Yeah, they, they, they're way behind on getting everything in on base what I've been told.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEGATIVE] It makes it hard for us.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Well, yeah, to know and he's like, you know, I definitely wanna keep, he's like they told me I could keep my accident and he really wants to keep it so he's just, you know, uh, that's why he was following up because he hadn't gotten anything yet.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm the one that said I will send in the method of payment letter.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, I know I ordered it.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And that was on [PII]. Alright, oh, what was that policy number again? I, I clicked out at 2459943. OK, I'm ready.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No worries, here he comes.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm doing all right. How about yourself?
[AGENT][NEUTRAL] I'm good. Um, [PII] was stating that, um, you haven't received your, your method of payment letter yet to continue your policy?
[CUSTOMER][NEUTRAL] No, ma'am, I haven't. No ma'am.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] And uh we really wrong uh were you the one I spoke with last time by chance?
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know you said that I could still keep my my uh my accident portion of it. I couldn't do the critical I was well, well understood about that and everything like that, but my my poor wife.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've been through a whole stew because that company I was working for, like I said, swapped everything out on this and this, that and other, well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, they, they swapped out my life insurance also to an undercarrier.
[CUSTOMER][NEUTRAL] And my life insurance policy went from a payment of $20 a week to $55 a week.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] And then they told me I can't, I can't, I can't do nothing about this until November. Well, I don't work for this company anymore.
[CUSTOMER][NEGATIVE] But I mean y'all are so diligent and taking care of everything that my wife fell out the first time. I've still got, I've still got stuff at the house and then she fell down and had surgery and everything that I've never even claimed from back in October.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I need to know what I need to do. I still want to keep a policy, I mean.
[CUSTOMER][NEUTRAL] I'm just with you, ma'am. I don't know what to do what I'm trying to say. If you can walk me through it or tell me what to do or what I've got money. I've got credit card. I can do whatever I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, I, I would need to send you the letter so you can fill out the form, uh, and I'll, I'll get that ordered for you right now. Let's see.
[CUSTOMER][NEUTRAL] OK. One thing about it, I'm not, I'm not blaming on my wife by any means. I've been doing quite a few hours and I've been out of town working back and forth and this that and the other. And like I said, she, she does the best she can with the way she is right now at the present time, but I'm at home every day now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I check the mail every day and she does her best to put it on the cop, I mean on the living room table for me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just, I just have not seen anything. It's my only portion, my problem. I'm sorry.
[AGENT][NEUTRAL] That's OK. Um, I'm ordering it as we speak and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You should get it probably sometime next week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And 3.
[AGENT][NEUTRAL] I will get that off in the mail to you and.
[CUSTOMER][NEUTRAL] And whenever I find.
[CUSTOMER][NEUTRAL] Um, whenever I finally get all my paperwork and everything back on her from the surgery and everything else that happened last year, she was still covered by the policy then.
[CUSTOMER][NEGATIVE] I have to order paperwork now send everything in the codes and everything else.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Uh yes, sir. You can still file the claim even though, you know, the policy is canceled at at the moment, uh, because it was active, you know, when she got injured.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And see that's like, that's why I tried telling these people at the company. I said y'all just can't drop this on me and they drop it on everybody, OK. It wasn't just me. I'm keep on saying me, me, me, me, it wasn't just me. It's everybody in the home. And my poor wife is still going to physical therapy on her wrist ever since she's had the surgery. She's still going to physical therapy two times a week now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is into the 4th month of it.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] And that's about this whole situation.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. OK. Well, I do have that ordered for you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I just need to take this by myself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh just once you get it, fill it out.
[CUSTOMER][POSITIVE] I definitely appreciate like that.
[CUSTOMER][NEGATIVE] I'll do it and send it straight back.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][NEUTRAL] What's your name, ma'am?
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, ma'am, that's gonna take care of it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got that ordered in.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] Alright, and you have a good weekend. Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] You too, ma'am. Be safe. Thank you very much. Bye-bye.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] You bet bye bye.