AccountId: 011433970860
ContactId: 05746ec6-307f-4814-8e78-f95edb8b4dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225500 ms
Total Talk Time (AGENT): 73183 ms
Total Talk Time (CUSTOMER): 86362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/05746ec6-307f-4814-8e78-f95edb8b4dad_20250605T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII], and I recently retired from Monroe City Schools.
[CUSTOMER][NEUTRAL] And I need to um I need to change my billing.
[CUSTOMER][NEUTRAL] Direct deposit from my checking account.
[AGENT][NEUTRAL] OK, do you have your
[CUSTOMER][NEUTRAL] So, but I need my parents.
[AGENT][NEUTRAL] Give your pulse
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I, no, that's what I need my policy number so I can mail this form in.
[AGENT][NEUTRAL] Oh, OK, uh, I can.
[CUSTOMER][NEUTRAL] I have the electronic so.
[AGENT][NEUTRAL] Um, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Last name [PII] So [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And then a good contact number, telephone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So the policy number you'll want to write on that form is 972214.
[CUSTOMER][NEUTRAL] Let me ask you this, I, I retired on [PII].
[CUSTOMER][NEUTRAL] Uh, so do I need to mail this in now, or because I will be getting paid, uh, I will get a check, and I think she said in in payroll that I will be getting a check from him up until August. So will this continue to come out up until August or what? Or do I need to be on this now?
[AGENT][NEUTRAL] Um, I mean, you can mail it now, we still got you active, so they told you your benefits would continue until August, is that right?
[CUSTOMER][POSITIVE] Well, I'll still get a check from my little city, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I see.
[AGENT][NEUTRAL] Yeah, because we don't have you terminated yet we still show that you're part of the group.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so do I need to mail this now or wait until August to start, uh, to mail this so we can start taking out in August or what?
[AGENT][NEUTRAL] Um, I would contact your human resources and ask them when will your benefits terminate, and then based on that, yeah, so if, if they're, if they're not gonna terminate until August, you would wait until then, but if they're supposed to terminate in June, then you could send it now. I just, we don't have a termination on file yet, so it makes me think maybe they're gonna they might continue them through August but check with your HR and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right then. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too