AccountId: 011433970860
ContactId: 3fee7d56-d67e-4d3c-a6f2-7032fa5c414b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198389 ms
Total Talk Time (AGENT): 68552 ms
Total Talk Time (CUSTOMER): 53822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3fee7d56-d67e-4d3c-a6f2-7032fa5c414b_20250512T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm calling, um, I retired from the school district and I was calling to see how I could uh keep my cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can see if I can assist you with that. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you happen to have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am. I don't have, I don't have that in front of me.
[AGENT][NEUTRAL] OK, that's fine and spell your last name for me again. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you ma'am, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And verify your date of birth and mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK. And let me see if I can get a customer service rep and they can verify if you're able to support the policy. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], um, this is [PII] from care team. I have an insured on the phone. She says she retired from her job and she just want to know if she, if Lord word to her today, and she's wanting to know if she can keep her policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, I can.
[AGENT][NEUTRAL] But it looks like it terminated.
[CUSTOMER][NEUTRAL] All right. Uh, what is the policy number?
[AGENT][NEUTRAL] Uh, 242-252-2.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It was a while ago.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you. And I've added her callback number in the system, just in case.
[CUSTOMER][POSITIVE] All right. Mhm. Thank you.
[AGENT][POSITIVE] Thank you. Have a great one.