AccountId: 011433970860
ContactId: fec24c4b-de68-4f01-b153-481d7366c5c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290079 ms
Total Talk Time (AGENT): 109653 ms
Total Talk Time (CUSTOMER): 82779 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/2025/04/04/fec24c4b-de68-4f01-b153-481d7366c5c8_20250404T18:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and my company had a um group policy with you that was terminated, and I received some information in the mail to continue the policy. Um, I sent in the information for the bank draft and and all of that, but I haven't heard back from you that my policy will be continuing. Can you help me?
[AGENT][NEUTRAL] Uh, sure. Um, can I get your policy number?
[CUSTOMER][NEUTRAL] Yes, I have a certificate number. Does that help?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 02535572.
[AGENT][NEUTRAL] OK, just need to verify a few pieces of information. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] Um it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like I have an old, um, probably an old work address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what your work email was?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, do you wanna get that changed to your current email?
[CUSTOMER][NEUTRAL] I do, please, uh huh.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Thank you. Let's get that changed. OK, so you said [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct. Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see if we received. Do you know when you sent that?
[CUSTOMER][NEUTRAL] Yes, I sent it on [PII].
[AGENT][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It looks like we've just mailed out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] A form to complete.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] You should be getting that. That was sent on [PII], so that was two days ago. You should be getting it in the mail in the next day or two.
[AGENT][NEUTRAL] Um, there's a, yeah.
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] What what is what is the form?
[AGENT][POSITIVE] It's a portability election form so it will have some information you need to complete um just your name, social address, telephone, etc. and then you'll sign sign that form. So once you receive that, if you have any questions about it, please don't hesitate to give us a call back and then we can um go over that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have the form that I mailed to you the electronic funds transfer are you showing that you received that?
[AGENT][NEUTRAL] Um, let's see, so we received, let me show what I got.
[AGENT][NEUTRAL] I got yeah.
[AGENT][NEUTRAL] Yes, we do have the electronic funds transfer, um, but there's an additional form to complete so you can just disregard the electronic funds transfer form because it's included too, but there is the application form so again just complete that when you receive it and then get that back to us and then we can get that um continued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you for your help.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.