AccountId: 011433970860
ContactId: 5cfbf1df-60da-4e9a-bd64-f8fa1db1fe75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254440 ms
Total Talk Time (AGENT): 94329 ms
Total Talk Time (CUSTOMER): 73382 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/5cfbf1df-60da-4e9a-bd64-f8fa1db1fe75_20250528T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because I'm retiring from uh Fort Worth ISD and I wanted to know how I could continue with the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely, we can take a look at getting that policy continued for you. What was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] Uh, OK. Hold on, let me see if I have it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] On this document.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright and then just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you and it looks like it is through your employer.
[CUSTOMER][NEUTRAL] Uh, the email address?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, yeah. Uh, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that.
[CUSTOMER][NEUTRAL] And I I need to give you a different one.
[AGENT][NEUTRAL] Sure, yeah, we can get that updated as well um I can go ahead and change that if you'd like. What was a good, uh, what's a good email address for you?
[CUSTOMER][NEUTRAL] Can I give me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so first name last name no [PII], anything like that [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got it. OK, I will go ahead and get that updated, um, and then if you don't mind [PII], I'm gonna put you on a brief hold and get you over with our customer service department. They will go over this policy with you and uh look at getting this uh continued for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright of course one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Doing good thank you. I've got a member on the line uh she said she's gonna be retiring soon and just wants to look into, uh, continuing her policy with us.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] That is 025271887.
[CUSTOMER][NEUTRAL] And her callback number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK thank you hold on let me find a screen here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got so much stuff up.
[CUSTOMER][NEUTRAL] 187.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, I've got it.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm bye.