AccountId: 011433970860
ContactId: ee8c3b42-23ed-49df-a4c8-bb103622dd0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387850 ms
Total Talk Time (AGENT): 174689 ms
Total Talk Time (CUSTOMER): 119462 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ee8c3b42-23ed-49df-a4c8-bb103622dd0f_20250318T14:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well this morning, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm good. Hey, I've got two things that I'm calling for. First of all, I had a group plan and I changed it over to a personal plan and I just got a letter yesterday that saying that I can change it over, um, I can port my coverage and I already done that.
[AGENT][NEUTRAL] All right. Well, let's take a look at that and see. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes, yes, my new one is 258-7794.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And what about your email and phone number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah, I'm showing that your policy is active.
[CUSTOMER][NEUTRAL] OK, so I can just disregard this notice that I got then.
[AGENT][NEUTRAL] It probably is. What was the date of service? I mean, the date that that does it have a date on it?
[CUSTOMER][NEUTRAL] Yeah, it's actually [PII].
[CUSTOMER][NEUTRAL] But its mail date is [PII].
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, the postmark date is [PII], but the letters dated [PII].
[AGENT][NEUTRAL] OK, let me check something real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Just checking something.
[AGENT][NEUTRAL] So it looks like we did receive the.
[AGENT][NEUTRAL] Portability information in January.
[CUSTOMER][NEGATIVE] Yeah, and I've been billed for it. It's been deducted from my checking account.
[AGENT][POSITIVE] Yeah, I'm showing it's active. I, I would.
[AGENT][NEUTRAL] I tell you what, let me just check on it just to make sure because I don't want to tell you to disregard it and then I need something.
[AGENT][NEUTRAL] If you don't mind holding just one moment, let me just verify that, OK? All right, thank you. One moment.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can't hear you. I'll call back. OK, can you hear me?
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] I can hear you.
[AGENT][NEUTRAL] Hey. That's all right, [PII]. Can you just check a policy for me real quick?
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Mhm, yes, I can. What is your policy number?
[AGENT][NEUTRAL] Is policy number 258.
[AGENT][NEUTRAL] 779-4 for [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So she received a portability letter, but she said it was postmarked [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm seeing, I mean that's, that's when she said it was sent that the date on the letter was in December but postmark [PII].
[AGENT][NEUTRAL] So, I was gonna tell her to just disregard it, but because of that post Mar [PII], I just wanted to verify that.
[CUSTOMER][NEUTRAL] OK. Is it for, you said [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She received the portability. Um, her policy is already ported.
[AGENT][NEUTRAL] That's what I thought. But she said the postmark was [PII] of this year, so I was like, let me just check.
[CUSTOMER][NEUTRAL] Yes, um, she can.
[CUSTOMER][NEUTRAL] Um, it was probably male that got behind. I don't know. That's weird, but she can disregard the letter. Um, we already have her documents and her policy is current. Mhm.
[AGENT][POSITIVE] Perfect, perfect. That's what I thought. I just, I don't wanna tell her that and then something, you know, you'd be needing or something, something, no, like, oh, but the lady told me it was all right, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I appreciate you checking.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I did check on that and she said your policy is fine.
[CUSTOMER][NEGATIVE] OK, OK, and the other thing I have requested a copy of my policy to be mailed to me like 3 times and I still haven't gotten it.
[AGENT][NEUTRAL] You still haven't gotten it, OK, I'm gonna take care of that too. Hang on just a second, let me.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And you know if you've got that online account.
[AGENT][NEUTRAL] You can actually click on the policy and it will download your policy documents.
[CUSTOMER][NEUTRAL] Right, I do have that, but I'd like to have a hard copy if you don't mind mailing it to me.
[AGENT][POSITIVE] Absolutely. And just to that address we verified, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'm gonna take care of that for you right now. I put in that request.
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with today? Do you want me to email you a copy as well?
[CUSTOMER][NEUTRAL] If you don't mind, that'd be great.
[AGENT][POSITIVE] Sure, I can do that right now.
[AGENT][NEUTRAL] I'm gonna go ahead and get that off in the email and put a request in to have that mailed to your home address that we verified.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.