AccountId: 011433970860
ContactId: 1c8fb7ed-e416-4b35-bbe8-79d1ff581df6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291230 ms
Total Talk Time (AGENT): 115083 ms
Total Talk Time (CUSTOMER): 104105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1c8fb7ed-e416-4b35-bbe8-79d1ff581df6_20250505T16:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, y'all phone service keep cutting out. I was talking to someone about my policy, um, retiring on the end of this month and I wanna get my, uh, my payment through my checking my checking account, but I got cut off.
[AGENT][NEUTRAL] OK, yeah, seemed like the call dropped just then too. OK, um, let me.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] No, I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The lady was talking to him. She said something about Monroe City School hadn't sent in a payment for.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] April, I think she said of May, whatever.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, what's going on with this phone service?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, y'all having phone service problem?
[AGENT][NEUTRAL] No, we haven't had any.
[CUSTOMER][NEGATIVE] Or something going wrong with the phone, y'all keep getting cut off.
[AGENT][POSITIVE] Yeah, I've, I've, uh, been here for 3 hours. I haven't had any issues.
[AGENT][NEUTRAL] Are you in a
[CUSTOMER][NEUTRAL] Well y'all, you're.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Are you in a spotty area, maybe with your service?
[CUSTOMER][NEUTRAL] No, it's, I'm in my house.
[AGENT][NEUTRAL] Is it on a landline or a cell phone?
[CUSTOMER][NEUTRAL] Cell phone, but I've been talking on the phone, but now I hadn't have a drop call but with y'all.
[AGENT][NEUTRAL] OK, huh, I'm not sure. Um.
[AGENT][NEUTRAL] OK, I just need to verify your birthday, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] And you said you're retiring at the end of the month?
[CUSTOMER][NEUTRAL] Yes, [PII] is my official last day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you're one to find
[CUSTOMER][NEUTRAL] She said something about.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I want to start paying it out of my checking account.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] But Monroe City Schools supposed to send in this month.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I won't be leaving until uh [PII]. Well, officials [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, we haven't gotten notification of your cancellation yet or that you're retiring. When we do, we will send information on how you can continue the plan if that's an option. So are you wanting some information about that? Um, customer service could help.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna keep, I'm gonna keep, I'm gonna keep my plan. They said I can keep it, but I have to pay it out of my own account.
[AGENT][NEUTRAL] OK. Well, we can't set up anything until you're until we actually receive your retirement dates that you're that you're um leaving.
[AGENT][NEUTRAL] So are you wanting to check on, yeah, so we can't we can't set anything up until then?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, because we haven't received any notification yet.
[AGENT][NEUTRAL] So do you, are you wanting to check on maybe what the premium might be? I, there's not really much we could do at this point.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Tell me.
[CUSTOMER][NEUTRAL] She told me 4250.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, once we receive.
[CUSTOMER][NEUTRAL] So are you guys
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you guys gonna send me a letter or what?
[AGENT][NEUTRAL] Yes, yes, we'll send you a letter, so when you, when you retire and when we get notification from the school district, then we'll send you a letter and then we'll tell you, hey, you can, you can continue this policy if you like, and here's the um steps on how to do that.
[CUSTOMER][POSITIVE] OK, yeah, I'm gonna keep it.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] But I've just got to wait on them like.
[AGENT][POSITIVE] Yeah, just look out for that when it gets closer to your retirement date once you retire because we, we generate those within usually within a week so you should get that within a week or so, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. Anything else I can help with, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well, I hope you have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye.