AccountId: 011433970860
ContactId: 2cf6cd61-857f-4a7f-8c3e-90837f42cb33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373899 ms
Total Talk Time (AGENT): 138298 ms
Total Talk Time (CUSTOMER): 105911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/2cf6cd61-857f-4a7f-8c3e-90837f42cb33_20250113T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Uh, I was just calling to see, uh, um, I, I need to get my American public right to be coming towards my home address instead of my company address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can update
[CUSTOMER][NEUTRAL] And then I was gonna see, see how much see what exactly I have.
[AGENT][NEUTRAL] OK, yeah, we can definitely update your address and everything. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh hang on just a minute.
[CUSTOMER][NEUTRAL] FJ FJ 8192.
[CUSTOMER][NEUTRAL] Do a lot of that.
[AGENT][NEUTRAL] Usually, it usually doesn't have letters in it, um.
[CUSTOMER][NEUTRAL] Just look up [PII].
[CUSTOMER][NEUTRAL] Yeah, because I'm looking at uh what the office sent me which was.
[CUSTOMER][NEUTRAL] What I'm paying for right now.
[AGENT][NEUTRAL] And it would be under you said [PII]?
[CUSTOMER][NEUTRAL] [PII] bears through Eastex Telephone Cooperative.
[AGENT][NEUTRAL] Do you spell, do you spell [PII]?
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then [PII], if I could just verify please your or your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that. And then [PII], what is the address that we should have on file for you as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I think it's going to [PII], um, or to [PII] from [PII].
[CUSTOMER][NEUTRAL] That's where it's been being deducted out of my payroll check, but I retired, so I need to move everything.
[AGENT][NEUTRAL] We actually have a, a [PII] address. Do you know what that would be?
[CUSTOMER][NEGATIVE] I'm tired by.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm yep that's the address we have on file is that the correct one or do we need to fix that?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] It's just that like I said it's been coming out of my payroll um now it needs to come straight to my house I'll pay it.
[CUSTOMER][NEUTRAL] Here.
[AGENT][NEUTRAL] So yeah, the address is correct. Now when you're saying that it's coming directly from your paycheck, are you wanting, are you no longer with that company? are you wanting to just pay for it on your own now?
[CUSTOMER][NEUTRAL] Uh, yes, I retired Friday.
[AGENT][NEUTRAL] Oh, OK. OK. So,
[CUSTOMER][NEUTRAL] Last Friday.
[CUSTOMER][NEGATIVE] Got no
[AGENT][NEUTRAL] Have you gotten anything in the mail from us about continuing it on yet or no?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, it looks like we've got the correct address up there so let me just.
[AGENT][NEUTRAL] OK [PII], so let me get somebody on the line over in customer service that can help you with the continuation of the policy, um, and all that moving forward. Did you have any other questions or concerns before I get them on the line?
[CUSTOMER][NEUTRAL] I know, it's fine.
[AGENT][POSITIVE] Alright, thanks, one moment please.
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] A couple.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey Memory, this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm good, [PII] how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the line. He goes by [PII], and he is wanting some information about continuing on his policy. He retired with this company, he said on Friday.
[CUSTOMER][NEUTRAL] OK. What's his policy number?
[AGENT][NEUTRAL] So the one I located was 460588.
[AGENT][NEUTRAL] But in looking, he's got a few with us, and I apologize. I didn't ask him specifically if there was a specific one.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, and uh did you verify all of the information?
[AGENT][NEUTRAL] I sure did, yeah, he just goes by [PII] instead of whatever the first name is on there. He goes by his middle name, it looks like.
[CUSTOMER][NEUTRAL] OK, and is this callback number the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, you can go ahead and transfer him over.
[AGENT][POSITIVE] Thanks, [PII]. He comes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes. Hi, my name is [PII] in customer service.