AccountId: 011433970860
ContactId: 0e51fceb-ba75-49c6-8c97-9338a9f110df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247699 ms
Total Talk Time (AGENT): 107767 ms
Total Talk Time (CUSTOMER): 111645 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0e51fceb-ba75-49c6-8c97-9338a9f110df_20250206T19:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I am good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm good thank you um I have an insured on the line and he is calling because I guess he said he called a few weeks ago about getting some paperwork to continue a policy he's retired and he says he hasn't gotten it. I was wondering if you could help him maybe with that.
[AGENT][NEUTRAL] Sure. What's his policy number?
[CUSTOMER][NEUTRAL] His policy number is 711968.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should come up um for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sure this policy is active.
[CUSTOMER][NEUTRAL] Yeah, I do too, um, he's retired.
[AGENT][NEUTRAL] Now it is on.
[AGENT][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] He's retired with the employer and I didn't, I checked notes. I didn't see any notes that he had called for portability like to continue it on, but that's basically what he's needing.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I can get that for him. Go ahead and transfer him.
[CUSTOMER][POSITIVE] Awesome, OK, and just so you know he does go by [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Here he comes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh good afternoon [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Uh, she was saying that you were retiring and wanted to continue your policy. Is that correct?
[CUSTOMER][NEUTRAL] Right, I'm already retired.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I called about 3 or 4 weeks ago.
[AGENT][NEUTRAL] Oh, OK, well.
[AGENT][NEUTRAL] Let's see, I don't have any notes in here where we received the call or anything, but I can get those forms out in the mail to you, um, just fill those out and send them back.
[CUSTOMER][NEUTRAL] And that kind of wild.
[CUSTOMER][NEUTRAL] Yeah, I was just, it's kind of wild that you know because she, she told me that she would send me the paperwork and everything, uh, to my address to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah. I, I apologize for that. Yeah.
[CUSTOMER][NEUTRAL] You know, I figured, um, if I don't do something well then I'll you'll probably go ahead and default on me.
[AGENT][NEUTRAL] Right. Uh-huh.
[CUSTOMER][NEUTRAL] Try try to avoid that, you know, but.
[AGENT][NEUTRAL] All right. Well,
[CUSTOMER][NEUTRAL] So yeah, uh.
[AGENT][POSITIVE] I'll get those ordered for you and they, they'll go out in the mail tomorrow. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What's uh what's my total?
[AGENT][NEUTRAL] Uh, it's $38 per month and all, all your options and everything will be in the letter, um.
[CUSTOMER][NEUTRAL] Per month?
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well just send it to me I guess that way we can get things keep it going.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. Now, I do show, she gave me your heart disease and stroke policy. I do show you have a cancer policy, a cancer lump sum policy, an intensive care policy, and an accident policy. So you'll receive a letter on all five of those, uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What's the total on on file?
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I think it was 168 or something.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] In 30 days.
[AGENT][NEUTRAL] 164 97.
[CUSTOMER][NEUTRAL] Yeah, I was thinking the co op was paying y'all. I'll call them to find out, but I think they were paying y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Once, uh, every, every, every other week 100 bucks.
[CUSTOMER][NEUTRAL] So it's 164 you said?
[AGENT][NEUTRAL] Yes, 164.97 per month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, if you can get the paperwork head this direction.
[AGENT][POSITIVE] I certainly will. I'll get them ordered right now. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright thanks thanks.
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL Mr. [PII], and you have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Mhm. Thank you.