AccountId: 011433970860
ContactId: 34af3582-24cd-42f0-b785-fc46f84a4032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293709 ms
Total Talk Time (AGENT): 106760 ms
Total Talk Time (CUSTOMER): 115363 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/34af3582-24cd-42f0-b785-fc46f84a4032_20250620T15:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is uh [PII]. I just got disconnected. I wasn't sure if I was talking to you. Um, I was gonna see about continuing my, um, cancer policy after retirement.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have a feeling you're gonna ask me that. I don't.
[AGENT][NEUTRAL] OK, um, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and last name is [PII].
[CUSTOMER][NEUTRAL] Sorry, I'm watching my grandbaby here.
[AGENT][NEUTRAL] And then you said your first name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Uh give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think uh uh.
[CUSTOMER][NEUTRAL] Uh oh, I can't get mad, you know, I'm on the phone.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] OK, [PII] and then my email is [PII] is the one I need to use.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if you've seen my old one.
[AGENT][NEUTRAL] Uh, no, that's what we have, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we haven't received a termination yet. Um, when do you retire?
[CUSTOMER][NEUTRAL] OK, so, uh, June is my retirement, so I probably covered through August.
[AGENT][NEUTRAL] OK, so what happens is when it gets closer to August, um, your account will terminate when we receive that from your employer and then look out in the mail, um, you'll get a letter in the mail that'll give you information about continuing your policy.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, but we, we can't send it until we get that term date, so.
[CUSTOMER][NEUTRAL] OK. Do you?
[CUSTOMER][NEUTRAL] OK, do you have like an estimate of how it'll be a month approximately?
[AGENT][NEUTRAL] Um, I don't know.
[AGENT][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] I think I pay like 17.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah right now I've got 1938, um, I don't have uh information on how much that is, but I can put in a request for that, um, to have somebody call you or email you back um with that information. um, which communication method would you prefer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I guess you can send it through the mail or you can can you text it to me or I don't check my email a whole lot.
[AGENT][NEUTRAL] Um, we can
[AGENT][NEUTRAL] Um, we can email or call.
[CUSTOMER][NEUTRAL] OK um I guess email it to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll put that.
[CUSTOMER][NEUTRAL] But is it typically?
[CUSTOMER][NEUTRAL] Around that price or does it go up quite a bit?
[AGENT][NEUTRAL] Um, I'm not sure. Um, our customer service department determines what the premiums are, uh, so I, I'm not sure if it, if it goes up or not, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I'll get that request put in, and is there anything else I can help with today? Oh, let me, uh, let me confirm something here. I saw on your address.
[AGENT][NEUTRAL] It's got [PII] Should we, should we spell that out?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, you might want to it's [PII].
[AGENT][NEUTRAL] OK. I didn't know if that was working.
[AGENT][NEUTRAL] Um,
[CUSTOMER][MIXED] It, I mean, Amazon has no problem finding us, so, but yeah, when we first went it was an issue, but now I think we're on the map.
[AGENT][NEUTRAL] OK, [PII]. Is [PII] one word?
[CUSTOMER][NEUTRAL] Um, it has a space between it, so [PII] and then [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I updated that just in case there's any issue at all on.
[AGENT][NEUTRAL] Uh, OK, I got that updated and then we will email you at that Yahoo account, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.