AccountId: 011433970860
ContactId: f22cb01e-cb78-4126-8d0f-7054bd67cefd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370299 ms
Total Talk Time (AGENT): 169289 ms
Total Talk Time (CUSTOMER): 113813 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f22cb01e-cb78-4126-8d0f-7054bd67cefd_20250326T14:19_UTC.wav
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[AGENT][POSITIVE] Good I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I just received, uh, a,
[CUSTOMER][NEUTRAL] Um, mail information it was asking for bank address, electronic fund transfer as well as.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, signature and all that stuff, but it said product to port. I'm not really sure what that means.
[AGENT][POSITIVE] Well, I can certainly help you with that.
[CUSTOMER][NEUTRAL] On this letters.
[AGENT][POSITIVE] That's not a problem at all. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I have a certain number. Is that the same thing?
[AGENT][NEUTRAL] Yes, sir, that's it. Yes, sir.
[CUSTOMER][NEUTRAL] 02558407.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Can you verify your mailing address and a good callback number?
[CUSTOMER][NEUTRAL] Um, billing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and uh what was the other question?
[AGENT][POSITIVE] A good callback number in case the call is disconnected.
[CUSTOMER][NEUTRAL] Uh, a good call back number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And then finally, do you mind verifying your email address? Are you still with [PII]?
[CUSTOMER][NEUTRAL] I am. It'll be [PII].
[AGENT][NEUTRAL] OK. We have
[AGENT][POSITIVE] Perfect. Thank you. I appreciate that verification.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now, the letter that you received, if you want to continue this this policy is called a portability form.
[AGENT][NEUTRAL] And that would be if you continue this cancer policy on your own, since it is no longer offered through Higginbotham.
[CUSTOMER][NEGATIVE] Oh, so this is no longer offered that's what this letter is for.
[AGENT][NEUTRAL] That's correct. If you want to continue the policy on your own, you would just complete that information. Now, um, and then the
[AGENT][NEUTRAL] Payment would come from you.
[AGENT][NEUTRAL] Not through Higginbotham.
[CUSTOMER][NEUTRAL] How much is it a month?
[AGENT][NEUTRAL] Well, I can transfer you to our customer service department for that additional information if you don't mind holding one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right. If you'll hold just one moment, Mr. [PII]. It's been a pleasure to assist you. One moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's me again.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm doing good. How about yourself? Get it done.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's, it's been a morning. I can tell you already.
[AGENT][POSITIVE] Girl, I, it's like yesterday and today, the calls have been so hm, interesting, would be a good way to describe it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I do have a Mr. [PII] on the line. He's with sorry, he is with Higginbotham and he is calling regarding a portability letter he received, and I explained what it was. He wants to know what the premium would be if he continued.
[CUSTOMER][NEUTRAL] Alright, what's the policy number?
[AGENT][NEUTRAL] His policy number is 2558407.
[AGENT][NEUTRAL] Mr. [PII] and I have verified all of his information.
[CUSTOMER][NEUTRAL] OK, what's the area code?
[AGENT][NEUTRAL] Area code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII] is this callback number.
[CUSTOMER][NEUTRAL] No, that's different from what you just gave me.
[AGENT][NEUTRAL] The policy number is 2558407.
[CUSTOMER][NEUTRAL] Oh, I wrote it down for the phone number.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] I'm with you, girl.
[CUSTOMER][NEUTRAL] I told you it's in the morning.
[AGENT][POSITIVE] I love it. I feel like I'm not alone now. Thank you, [PII].
[CUSTOMER][NEUTRAL] What's what's the call back again.
[CUSTOMER][NEUTRAL] That's why I said what's the area code?
[AGENT][NEUTRAL] I was like, why is she asking that, but OK, I'll give it to her.
[CUSTOMER][NEUTRAL] That's OK. [PII] with the rest of it.
[AGENT][POSITIVE] Oh my goodness. Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. I'm ready thank you.
[AGENT][POSITIVE] All right. Let me get him on the line. Thank you, [PII]. We're gonna survive this day, I promise, somehow. I hope you have a good day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I hope so.
[AGENT][POSITIVE] Thanks, [PII]. Take care. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I do have [PII] on the line. She's going to assist you further with that information. Have a wonderful day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Good morning Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing well, yourself?
[CUSTOMER][POSITIVE] I'm good thank you for asking um she was stating that you needed to know how much your.