AccountId: 011433970860
ContactId: 26e9205b-8e5a-4e77-98c2-a81a0560ebed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231270 ms
Total Talk Time (AGENT): 79739 ms
Total Talk Time (CUSTOMER): 73748 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/26e9205b-8e5a-4e77-98c2-a81a0560ebed_20250505T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] I'm retiring as of [PII].
[CUSTOMER][NEUTRAL] And from Monroe City schools and I need to give you a banking account to draft my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cancer insurance wrong?
[AGENT][NEUTRAL] Yeah, yeah, just needing to be able to continue your policy um independently of your employer.
[CUSTOMER][NEGATIVE] Yes, it's no longer gonna come out my paycheck. I have to pay it out my um checking account.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Absolutely we can help you out with that. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have it on me as right now.
[AGENT][NEUTRAL] That's OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And then [PII] I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Awesome, thank you so much for verifying all of that, [PII]. OK, so give me just a moment. I'm just gonna put you on a brief hold while I reach out to our customer service department, uh, so that we can get you, um, help you out with getting this policy ported.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Doing good, thank you. I've got a member on the line who said she's going to be retiring here pretty soon and wants to support her policy.
[CUSTOMER][NEUTRAL] Alright, what is the policy number?
[AGENT][NEUTRAL] That is 765671.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. And has she been fully verified?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right. And do you have a callback number for her?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][POSITIVE] All right, you can go ahead and transfer. Thank you.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.