AccountId: 011433970860
ContactId: 2ec69662-0591-4d1c-a724-1699f2108ee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203160 ms
Total Talk Time (AGENT): 52293 ms
Total Talk Time (CUSTOMER): 81785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/2ec69662-0591-4d1c-a724-1699f2108ee2_20250513T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I have a policy with you all. I work for um.
[CUSTOMER][NEUTRAL] A school district, shallow water school district, and I am retiring.
[CUSTOMER][NEUTRAL] And so I am calling to find out um about coverage beyond.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You know, my employment.
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Are you the right one to
[CUSTOMER][NEUTRAL] Yes ma'am, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is let me go back 252-2544.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] My birthday is
[CUSTOMER][NEUTRAL] [PII], my address is [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me transfer you to a representative should be able to assist you further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have an insured on the phone. She's stating that she's retiring from her group soon and want to know how to keep, if she can keep her policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. I can sure help her with that. What is the policy number?
[AGENT][NEUTRAL] 252-254-4.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I have verified all her information.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, I have it.
[AGENT][POSITIVE] Awesome, uh, thank you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye