AccountId: 011433970860
ContactId: 0f6e6fe7-987f-470d-bd9c-feb7691503d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263519 ms
Total Talk Time (AGENT): 100204 ms
Total Talk Time (CUSTOMER): 82649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0f6e6fe7-987f-470d-bd9c-feb7691503d9_20250108T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. It's [PII]. Um, I have a cancer policy through my employer, and I retired the end of December. So I need to see if I can set that up for an automatic bank draft or where uh what I need to do.
[AGENT][NEUTRAL] OK, yeah, to continue the policy continue the policy on.
[CUSTOMER][NEUTRAL] On that.
[CUSTOMER][NEUTRAL] Yes, if that's possible.
[AGENT][NEUTRAL] OK, absolutely. Let's take a look. Do you have your policy number by chance, [PII]?
[CUSTOMER][NEUTRAL] Um, certificate number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01918686
[AGENT][NEUTRAL] OK, thank you so much. Let me just pull this up. Have you gotten anything from us in the mail about um
[AGENT][NEUTRAL] Continuing the policy.
[CUSTOMER][NEUTRAL] No, do I need to wait on that?
[AGENT][NEUTRAL] No, no, no, I was just curious if you had gotten anything from us yet. I just thought I'd ask, no worries, um, if I could just verify please, [PII] for security your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][POSITIVE] Thank you so much and then the email address on file is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], so I need to get somebody on the line over in customer service that deals with actually continuations of policies so um let me get them on the phone and they can discuss setting up payment and then of course with the premium and all that will be, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't mind at all.
[AGENT][POSITIVE] Thank you so much. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] F.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good, thanks. I have an insured on the line. Her name is [PII] and she would like some information about continuing on her policy. Um, she retired in December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Her policy number is gonna be 252-488887.
[CUSTOMER][NEUTRAL] Let me pull that up quick.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] No, OK, good, and I did ask her just I don't know if this matters. I asked her if she got anything from us. She says she hasn't gotten a portability letter or anything yet, so.
[CUSTOMER][POSITIVE] OK, alright, I will get one to him.
[AGENT][POSITIVE] Alright, here she comes. One second. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, good morning, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] was saying that you were wanting to continue your policy.
[CUSTOMER][NEUTRAL] Yes, um, I retired as of the end of December and I wanted to check on, uh, continuation of my policy.
[CUSTOMER][NEUTRAL] OK, I can um get the portability forms mailed out to you.