AccountId: 011433970860
ContactId: 1eac7722-4956-4f4f-982c-964e6237c387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435940 ms
Total Talk Time (AGENT): 128073 ms
Total Talk Time (CUSTOMER): 176965 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1eac7722-4956-4f4f-982c-964e6237c387_20250516T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], my name is [PII], and I'm fixing to retire from the Monroe City School Board, and I'm filling out my paperwork for my insurance stuff to be drafted out of my own checking account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um so I'm filling that I have my policy numbers at the bottom of the sheet where it says electron electronic funds transfer it has APL policy number but I have like 3 policies.
[CUSTOMER][NEUTRAL] Do you know what I'm supposed to put there?
[AGENT][NEUTRAL] You have 3 policies?
[CUSTOMER][NEUTRAL] Yeah, I have intensive care. I have the, I guess the hospital indemnity and a cancer policy.
[AGENT][NEUTRAL] You might need to put all three of them in there. Uh, can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and can I have one of those policy numbers and we'll see what we um what all you're doing, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 586002.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check on that.
[CUSTOMER][NEUTRAL] I think one to this.
[AGENT][NEUTRAL] Can you verify your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK and a phone number that you have on file with us?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I, I shit, I don't know, maybe an old home farmer I ain't had in years. I don't know. Try [PII]. I, I don't know what you call it.
[AGENT][NEUTRAL] It's, it's that one.
[AGENT][POSITIVE] And it's that one you're good, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, yeah, I do see you're active with us and then let me see all of you. I can pull up all of them right here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I have
[AGENT][NEUTRAL] Yes, we have a few. Um,
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] What, what are you filling out, your retirement?
[CUSTOMER][NEUTRAL] So I have more
[CUSTOMER][POSITIVE] Yes ma'am, the, um, to have the electronic funds transfer for you all.
[CUSTOMER][NEUTRAL] Is there another one on there too?
[CUSTOMER][NEUTRAL] Or is it just 3?
[AGENT][NEUTRAL] Uh, yeah, I see 3. I see 3.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] For that question I'm going to send you to.
[AGENT][NEUTRAL] Let me see, hold on, I just wanna double check real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm gonna transfer you to customer service and they'll be able to help you because I don't wanna give you the wrong information and they are the ones that will be able to eventually transfer you and put you in to where you can pay for that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just need to, um, OK, OK, that's fine.
[AGENT][POSITIVE] Yeah, I, I, I, I don't fill out those forms so I don't wanna give you the wrong information and then it end up being OK.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL care team. I have a [PII], I honestly can't pronounce her last name on the line. She is fixing to retire and she's trying to um fill out some paperwork for us to be able to change her mode of payment from her employer to herself, and I don't know quite the question she is asking because she's wanting to change her mode of payment.
[CUSTOMER][POSITIVE] OK, OK, yes, I can help her with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I verified her and
[CUSTOMER][NEUTRAL] What is that?
[CUSTOMER][POSITIVE] Oh, thank you. OK.
[AGENT][NEUTRAL] She has 3 policies with us.
[CUSTOMER][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I, I have one of them.
[CUSTOMER][NEUTRAL] OK. One is just that.
[AGENT][NEUTRAL] OK. Uh 586.
[AGENT][NEUTRAL] 002.
[AGENT][NEUTRAL] And do you want her callback number?
[CUSTOMER][NEUTRAL] Uh, please, just in case.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. All righty, thank you.
[CUSTOMER][POSITIVE] Oh, just uh, OK, I'm ready whenever you are.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Alright, I have [PII] from customer service on the line and she is going to be able to help you with that.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright thank you so much have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in customer service. um, now [PII] was just telling me that you are wanting to change your policies to an individual, um, so that you can pay those on your own. Well, I, I'm fixing to retire from Monroe City Schools.
[CUSTOMER][NEUTRAL] [PII], but my checks will be paid. I'll get a check from under those cities to um the end of August, but I'm just filling out my retirement paperwork, electronic funds transfer to send out to all my insurance companies, and it says down here y'all ask for a policy number, but I have 3 policies and I wasn't sure what I'm supposed to put there.
[CUSTOMER][NEUTRAL] OK, um, do list all three of them just to be sure that um we, you know, catch all of those because it looks like you were intensive care.
[CUSTOMER][NEUTRAL] Um, and then cancer and hospital indemnity.
[CUSTOMER][NEUTRAL] Yes ma'am, I have 3, yes ma'am.
[CUSTOMER][NEUTRAL] Um, do you have all of those policy numbers? I do, yes ma'am, right here on this, OK.