AccountId: 011433970860
ContactId: f987a3c2-5109-466f-b673-b613c907539d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345809 ms
Total Talk Time (AGENT): 111325 ms
Total Talk Time (CUSTOMER): 198948 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/f987a3c2-5109-466f-b673-b613c907539d_20250127T16:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I retired in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I received a um.
[CUSTOMER][NEUTRAL] Form in the mail from ATL. It was the electronic funds transfer form um and it was, uh, I guess it's telling me if I wanna keep my coverage as being a retiree, I can, but I had already contacted y'all back on [PII] and I had already filled out this form and sent it to you already.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, can I take a look at that for you? Do you have your policy number?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, OK, um.
[CUSTOMER][NEUTRAL] Hold on just a minute, is that gonna be hold on.
[CUSTOMER][NEUTRAL] Is it on the is it the start number that's on this form?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK. 00731226.
[AGENT][POSITIVE] Thank you, let me get that pulled up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And Ms. [PII], would you mind verifying for me, please, your
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you and I do just need to verify a couple other pieces of information, is that OK?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] Perfect, can we verify your mailing address pretty please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Perfect and then lastly it's just that email address on file.
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][POSITIVE] Perfect thank you thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm actually looking at where uh I pulled up on my phone where I had emailed it to y'all on [PII] electronic funds transfer form.
[AGENT][NEUTRAL] OK perfect so I do see where we got that form but there should be another letter of portability form where you agree that you wanna keep the coverage and it's both of those documents we need.
[AGENT][NEUTRAL] Did you get that portability one in the mail too because typically they'll send both forms together.
[CUSTOMER][NEUTRAL] Oh, OK. I
[CUSTOMER][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] Yes, yes, yes, OK, so I need to fill out this, uh, port coverage and then I can just um scan it and email it back to you.
[AGENT][POSITIVE] Yes, absolutely, and it looks like we already have the banking information in there so you don't even need to send that to us just that portability portion saying that you do wanna keep the coverage.
[CUSTOMER][POSITIVE] OK good
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yes, and it was supposed to bank draft out on uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, once they get that portability letter and they know you wanna keep it, they they'll they'll end up it will backdate the January payment and then you'll come in right on the right time of the month for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they'll, so you're saying they'll go ahead and take out as soon as I get this back to y'all, they'll take out the [PII] and then I'll be on schedule for February, is that what you're saying?
[AGENT][POSITIVE] That's yes that's how I understand it correct.
[CUSTOMER][NEUTRAL] OK, OK, I will, uh, get this, um, let me see if there, let me make sure I know where I'm supposed to send it to.
[CUSTOMER][NEUTRAL] I'm gonna scan it on my phone.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I need and I need to email it to you I guess.
[AGENT][NEUTRAL] Email is the best way to send information because that way.
[AGENT][NEUTRAL] You, it's just instant, you know what I mean?
[CUSTOMER][NEUTRAL] Yes, and I, and I have a copy of it too here. OK, so, uh, let me see where did I send this to?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Uh, a care claim, is that it?
[AGENT][NEUTRAL] Yes, that's it. [PII].
[CUSTOMER][NEUTRAL] And [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I'm right. I've got it on my phone. OK, it's gonna be this afternoon before I can get it because I'm on my way to an appointment right now, but I will, um, I'll, I'll get it filled out and um.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] And I'll scan it and email it let's say.
[CUSTOMER][NEUTRAL] I guess product support.
[CUSTOMER][NEGATIVE] I'm just gonna put cancer and yeah, it's all on here, everything I need. OK. It says employer name. Do I need to put who I work for with her school board?
[AGENT][NEUTRAL] I would, yeah, just that way they have all the information they need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] Perfect and then Miss [PII], if you find yourself needing anything else, you just give us a call and we'll be happy to take care of you.
[CUSTOMER][NEUTRAL] OK, I, I will.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll get this back to you today then. Thank you.
[AGENT][POSITIVE] All right, it's my pleasure. Thank you for calling and you have such a wonderful day.
[CUSTOMER][POSITIVE] Yes, you too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.