AccountId: 011433970860
ContactId: 417be3d2-8fc3-4c71-bad1-fce9b72acd0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205339 ms
Total Talk Time (AGENT): 20520 ms
Total Talk Time (CUSTOMER): 54887 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/417be3d2-8fc3-4c71-bad1-fce9b72acd0d_20250609T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I'm calling in reference. I had um a cancer insurance uh with you all through my, my job and I'm retiring and I called on the [PII] and they said they were gonna mail me a form uh so I can have uh the portability, uh, you know, of my, uh, insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, uh, to be able to continue it outside of your employer, correct?
[CUSTOMER][NEGATIVE] Yes, yes, uh-huh, and they were saying I could keep, you know, I could like keep my premium and things, but I needed to fill out the form, you know, before, um, my last payment was coming out of my check and, uh, so I, I never received anything in the mail so I didn't know what I.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, I'm sorry, when did you say that you had called for that?
[CUSTOMER][NEUTRAL] What I needed to do.
[CUSTOMER][NEUTRAL] I called like [PII].
[AGENT][NEUTRAL] Oh [PII], OK, got you, yeah, we'll go ahead and get that pulled up um and we'll take a look and see where that might be at if I need to resend it, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Yeah, go somewhere else.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No, not that I know of.
[CUSTOMER][NEUTRAL] Because we had literally just emptied it before we left, so that's all we can say.
[CUSTOMER][NEUTRAL] friend
[CUSTOMER][POSITIVE] Exactly we're all find out for pregnant too.
[CUSTOMER][POSITIVE] Funny.
[CUSTOMER][NEUTRAL] there