AccountId: 011433970860
ContactId: fb47402b-6672-4dd3-af81-f0a4941edfc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439359 ms
Total Talk Time (AGENT): 212901 ms
Total Talk Time (CUSTOMER): 161350 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/fb47402b-6672-4dd3-af81-f0a4941edfc0_20241231T20:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I had a policy through my employer, but they didn't offer it for the renewal that comes up tomorrow, and they said that you guys would be sending us something so we could continue coverage and we would pay directly, but I never received anything so I thought I'd call and see what's up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] It would be my pleasure to check on that for you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] The group number is 18,610.
[AGENT][NEUTRAL] And do you see a policy certificate number? If not, I can look it up by the group.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, let me see what I, just bear with me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You're a take of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and of course it's taking a moment, so bear with me just a second.
[AGENT][POSITIVE] You know what, maybe I can do it by your name. That might be even quicker.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You in [PII]? I mean [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], not not [PII].
[AGENT][NEUTRAL] I don't know why I say [PII] with CO I know [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Let's see here. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just getting everything pulled up.
[AGENT][NEUTRAL] And we have your [PII] email. You wanna keep that one or you wanna change it to your personal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's do my personal.
[AGENT][POSITIVE] I'm ready to update that for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you. Let me check on that real quick for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, if you don't mind holding just one moment, let me get someone in our customer service department to see if they have sent that portability letter for you to complete, and if not, we'll get that taken care of. [PII] with me just one moment, and it's been a pleasure to assist you and not California.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] I hope you have a very happy [PII] Year. One moment, please.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I am good. How are you?
[AGENT][NEUTRAL] I'm trying to do good for about another hour and a half.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] They're like, Lord, have [PII]. Anyway, I'm good, thank you. Um, I have a Miss [PII]. I'm gonna give you one of her policy numbers. It is 199.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 3250.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is with Higginbotham and stating that she has not received a portability form to continue coverage with us and she's calling to check on that.
[AGENT][NEUTRAL] So if you can talk to her now, I did also update her email and edit her phone number, verified her address.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 325.
[CUSTOMER][NEUTRAL] Oh, that's an old policy number you gave me. OK, I've, I've got it. I've got it. I got it. 253.
[AGENT][NEUTRAL] Let me give you her current, her most recent one.
[AGENT][NEUTRAL] Yes, it took me, it, yeah, yeah.
[CUSTOMER][NEUTRAL] 253.
[AGENT][NEUTRAL] She's got the accident and the cancer active.
[CUSTOMER][NEUTRAL] 5699.
[CUSTOMER][NEUTRAL] Oh she does have the other 1993365. I don't know why those letters aren't going out that that goes out from the billing department, but I don't know why they're not.
[CUSTOMER][NEUTRAL] We're getting a lot of
[AGENT][POSITIVE] Yeah, I've gotten calls too and then I saw one where you did it this morning, so I was able to tell her it's on the way.
[CUSTOMER][NEUTRAL] Cows, yeah.
[CUSTOMER][NEUTRAL] Oh, I bet that was the one she wanted to continue the HR and HR can't be continued. I, I tried to call her the other day, but
[AGENT][NEUTRAL] In fact
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't know, this was a different one. This one was, yeah. In fact, I had her email and this, um, I was trying to look for her name. And yeah, I don't remember which one it was.
[CUSTOMER][NEGATIVE] Never
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yep, yep, yep, [PII], mhm, yeah, she was so cute, yeah, and she said, let me take look, there it is. I said, how's that for service.
[CUSTOMER][NEUTRAL] Yeah, I emailed it to her.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] So that worked really good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Well, Miss [PII] is just as nice, so I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, let me get her on the line. If I don't talk to you again, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hope your ear is filled with much sun and sun and salt water.
[CUSTOMER][NEUTRAL] I know we're going to the beach in July, so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm going sometime. I just don't know we.
[CUSTOMER][NEUTRAL] 7 months from now.
[AGENT][POSITIVE] Oh, well, you have a [PII] and let me get Miss [PII] on the line. Thank you.
[CUSTOMER][POSITIVE] You too. OK, thanks.
[AGENT][POSITIVE] This [PII], thank you for your patience. I have [PII] on the line in customer service and she's going to assist you further and have a happy and safe [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm good. How are you? I'm good. Um, she was stating that you were wanting to continue the accident and cancer policies. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I was looking into it to see what it would cost because I wasn't, I didn't receive anything and I don't know.
[CUSTOMER][NEUTRAL] How come and I just thought of it today and I thought, oh dear, so I better follow up. Yes, ma'am. Uh.