AccountId: 011433970860
ContactId: f86954ea-c3f2-4840-9af4-7d283f36edb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393220 ms
Total Talk Time (AGENT): 213161 ms
Total Talk Time (CUSTOMER): 135475 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f86954ea-c3f2-4840-9af4-7d283f36edb3_20250226T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a member on the other line that needs some help with continuation. She said that uh [PII] was supposed to be emailing her something, but she hasn't received it. I didn't see anything in the notes though, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she's needing help with reporting her policy over.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] It's 162.
[CUSTOMER][NEUTRAL] 5371.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, this policy is paid today is 2023.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy you pay today is um.
[AGENT][NEUTRAL] September [PII].
[CUSTOMER][NEUTRAL] Hold on, let me go back to the other screen. That's just the one she gave me. She may have had a recent one. Hold on.
[AGENT][NEUTRAL] Oh, OK, I do see the recent one. I got it.
[CUSTOMER][POSITIVE] You got it. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can go ahead and take her.
[CUSTOMER][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello Miss [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm doing OK.
[AGENT][POSITIVE] Sounds good. All right. I am looking here and I was just advised that you need assistance with reporting your policy. Is that correct?
[CUSTOMER][NEUTRAL] That's correct. I talked to someone there named [PII] yesterday about 3 something, and she was supposed to email over the policy because there's a deadline. I have to have everything done by [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And I never got that email from her to do that. I've been talking to y'all since the January on this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Miss [PII], what I'm gonna do is I will work right now, um, really quick with that um letter and I will be emailing to you. Um, let me see if we have an email. I guess we do. I will just confirm it. Um, what would be the good email to use? Is it the one that we have it? OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] And then the [PII] [PII].
[AGENT][POSITIVE] All right, perfect. Um, I do see it here in the system. Thank you very much. Um, I will work on that, um, portability letter for you really quick. Um, it will take me about 2, 10 to 15 minutes to have it ready and I will email it to you.
[AGENT][NEUTRAL] Um, if you don't happen to receive it, um, you can give us a call really quick, um, and, um, we can see what's going on, but you should receive it in about 10 to 15 minutes. Does that sound good?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, what is the phone number to reach y'all?
[AGENT][NEUTRAL] Um, that will be uh customer service.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] That will be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Alright, so about 15 minutes I should have something from you on that.
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] So I uh sign it and give you all the information and uh.
[CUSTOMER][NEUTRAL] Um, maybe take a picture of it and
[CUSTOMER][POSITIVE] Send it well, anyway, I'll try to figure out how to get it back to y'all.
[AGENT][NEUTRAL] Um, yes, the document that I will be sending to you is a PDF, uh, that you can fill out um on a laptop or a computer, um, so you will need a device that will be compatible like or able to fill out the form. It will have the bank draft in case you want to um us to take the premium for your policy on a monthly basis.
[AGENT][NEUTRAL] or if you decide to send the check um quarterly, semi annually or annually, um you can avoid filling out that piece of information and then there will be some portability forms that you will need to sign.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can print it out and fax it to us. I can give you the fax number if that works, um, or you can just fill it out electronically and email it back to us. I will provide the, uh, the email you have it to return it back to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will the fax number be on the letter or whatever you send me?
[AGENT][NEUTRAL] Um, let me look at it really quick. I do believe it does have that piece of information, but if it doesn't, I will include it in the email for you.
[CUSTOMER][NEUTRAL] OK, and then when I, when I, OK, after I would send it to you or get it back to you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, can you let me know you've received it?
[AGENT][NEUTRAL] Um yes, so the email it will go to, um, it will have an assigned person, so that person will be reaching out back to you once it is received and processed. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, I'll just wait for your email. Thank you.
[AGENT][POSITIVE] Alright, I will work really quick on it and it should come from um [PII].
[CUSTOMER][NEUTRAL] Mainly what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm mhm. Bye-bye.
[AGENT][NEUTRAL] Bye bye.