AccountId: 011433970860
ContactId: 3cbe5138-304f-4310-bd9e-b41c9bcb9b4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344720 ms
Total Talk Time (AGENT): 127560 ms
Total Talk Time (CUSTOMER): 112848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3cbe5138-304f-4310-bd9e-b41c9bcb9b4b_20250609T17:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and um I have a policy, um, with you guys through Brenna ISD. I'm retiring and I would like to find out if I could still keep that policy.
[AGENT][NEUTRAL] OK. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Well, all I have is that it's policy one like on my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know all that.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address for me, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Um, my address is [PII], and my email is um [PII].
[AGENT][NEUTRAL] OK, and do you wanna keep that email address?
[CUSTOMER][NEUTRAL] No, I'm gonna have to change it because I'm retiring so.
[AGENT][NEUTRAL] OK, uh, what email address would you like to have?
[CUSTOMER][NEUTRAL] I have to get.
[CUSTOMER][NEUTRAL] OK. So it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][NEUTRAL] OK, and is that your cell number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK. Uh, what, uh, have, uh, have you already retired or you will be retiring soon?
[CUSTOMER][NEUTRAL] It's my retirement, it my all of all of this with the group ends [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah give me one quick moment please.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] I do believe there's a portability rider to where you can keep the policy and what typically happens is once we receive information from the group showing that you are no longer active, they automatically will send out a letter as well as um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what is it called? Electronic funds transfer like a form that you would need to fill out so it can be.
[AGENT][NEUTRAL] Premium can be deducted.
[AGENT][NEUTRAL] But I am still looking to see if there's portability.
[CUSTOMER][NEUTRAL] OK. Well, see, I had a, the only thing, see, I had originally told them that I wasn't going to keep any of my any of my supplementals.
[CUSTOMER][NEUTRAL] And see then I changed my mind, so they.
[CUSTOMER][NEUTRAL] That's why I'm just calling you all myself because I'm like huh let me just.
[AGENT][NEUTRAL] Uh, yes, ma'am. I do show, like I said, you do have a portability rider. So once we receive information showing that you're no longer with the group, it's something that is automatic that they will automatically send out to you to where you can, um, they're giving you options on being able to keep the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, you're saying your company will do that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, OK, OK, I got you, I got you. OK.
[CUSTOMER][NEUTRAL] OK, so I just need to wait on that.
[AGENT][NEUTRAL] Uh, yes, ma'am. So, uh, yes, or, uh, well.
[AGENT][NEUTRAL] Uh, let me double check and see cause um see give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it's something that they will automatically send, um, it's a continuation form, yes, ma'am. So I guess it really won't start until after you've retired that's when we'll receive that information and then I'll send that out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Perfect. OK, I'll wait on that then. I appreciate it.
[AGENT][POSITIVE] Uh, yes, ma'am, and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] OK thank you you too bye.
[AGENT][NEUTRAL] Right.