AccountId: 011433970860
ContactId: 2c6fd48e-fc03-4db2-b1e5-50ac89c90eae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155479 ms
Total Talk Time (AGENT): 64959 ms
Total Talk Time (CUSTOMER): 74622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2c6fd48e-fc03-4db2-b1e5-50ac89c90eae_20250210T22:58_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is Ka[PII]How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I um have one of your insurance policies through my work, but I recently retired in December and I was told that I would be able to continue the policy through direct pay and so I was calling to set that up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we could take a look at that, uh, getting that policy continued um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] An[PII].
[AGENT][NEUTRAL] OK, and An[PII]can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure 90[PII].
[AGENT][NEUTRAL] Alright thank you do you have that policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][POSITIVE] Oh, that's OK. I can start choosing your special.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 449.
[CUSTOMER][NEUTRAL] 818-352
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] do.
[AGENT][NEUTRAL] All right, An[PII]I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] 12[PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] 61[PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you uh might have been through your employer.
[CUSTOMER][NEUTRAL] Yeah, and it's so it would be an old one, but it's An[PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying all of that. And I'm sorry, what, um, An[PII]what, when did you say that you retired?
[CUSTOMER][NEUTRAL] In December.
[AGENT][NEUTRAL] This last December?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because I'm not showing that this policy has been active since 20[PII].
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] OK, they just sent me a list today of all of the um.
[CUSTOMER][NEUTRAL] Places I needed to contact so maybe it just is on there because I had one.
[AGENT][NEUTRAL] It's possible they had switched.
[AGENT][NEUTRAL] Yeah, you did at one time. I mean you had this policy from uh Se[PII]but I don't have anything more recent than that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. Well, thank you so much for your help.
[AGENT][POSITIVE] Yeah, of course, so there's no more I could do for you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's OK. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.