AccountId: 011433970860
ContactId: 65323223-5d44-46a8-80b4-6b2798702501
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 838190 ms
Total Talk Time (AGENT): 282608 ms
Total Talk Time (CUSTOMER): 384343 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/65323223-5d44-46a8-80b4-6b2798702501_20250521T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Yes, I want to find out about uh if there's um a possibility of portability of my coverage uh after retirement.
[AGENT][NEUTRAL] OK, um, let's see, and your name is and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, I don't have the policy number I can tell you the, uh, the school district I work for. Um, my name is [PII].
[CUSTOMER][NEUTRAL] And they just told me to call this number um and I work for Brenham ISD.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh-huh, [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can't find your group uh do you have happen to have the group number?
[CUSTOMER][NEUTRAL] Uh, no, I don't, but hold on, I can try to call. Let me call on the school phone and see if I can get [PII] to give me one, just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can go by your social, Ms. [PII], if you don't mind.
[CUSTOMER][NEUTRAL] OK, I can give you that, uh-huh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Let's see, and Ms. [PII], verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the uh I think the the email should be right now. I'll be changing that soon but it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you wanna change it?
[CUSTOMER][NEUTRAL] Well, oh, my, yeah, my email, yeah, if I'm, if I'm able to, um, you know, continue to have my insurance, I'm gonna have to change it to my personal because I'm retiring.
[AGENT][NEUTRAL] Right, uh, and
[CUSTOMER][NEUTRAL] And so that that email will no longer exist.
[AGENT][NEUTRAL] And this is for your cancer policy? Oh, well, I do show you have.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one quick moment. I might have transferred to someone in customer service, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Alright, thank you so much. Give me one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], [PII], how are you doing?
[CUSTOMER][POSITIVE] Hi [PII]. I'm good. How are you?
[AGENT][NEGATIVE] Trying to keep this headache from getting stronger.
[CUSTOMER][POSITIVE] Oh girl, get you some caffeine.
[AGENT][NEUTRAL] I know. I'm drinking coffee, but shoot, I might need another cup. It's like right in the back of my head. I was like, jeez, I might have taken a leave or something.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I cannot stand the headaches, but anyway.
[AGENT][NEUTRAL] Um, I have an insured on the phone. She said she's retiring soon and wants to know if she can support her policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what's the policy number? I'll check.
[AGENT][NEUTRAL] 254-424-44.
[AGENT][NEUTRAL] Maybe I need to eat something.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, no. [PII], uh, 252424-4.
[CUSTOMER][NEUTRAL] Oh wait, I had too many 4s. OK, 252. I put 254. OK, hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 252-424-4
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my husband's off today, so he's up front. I can smell him cooking bacon.
[AGENT][NEUTRAL] Oh gracious. That would make me so hungry if I smelled bacon.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That or I know my mother-in-law is probably making spaghetti, uh.
[CUSTOMER][POSITIVE] Uh, it is making me pretty hungry.
[AGENT][NEUTRAL] And then every time she cooks uh spaghetti, well, you know, cooking the onions and the bell peppers together.
[AGENT][NEGATIVE] That smell makes me so hungry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I was like, Jesus, I can, I don't know how it whips through the kitchen and comes all the way in the garage where my office is. I was like, Jesus, that smells so good.
[CUSTOMER][POSITIVE] Yeah, I have a small house so like pretty he could probably hear me in the kitchen right now.
[CUSTOMER][NEGATIVE] Right, let's see. I do believe this is horrible. It's a cancer policy and it's [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My brain is foggy. I can't remember. We was talking about baking and I can't remember what I was trying to do.
[AGENT][POSITIVE] She, I get mesmerized by bacon too. That's why I need to make some bacon. Let me start eating breakfast in the morning. I don't if you ever tried it. My friend, um, she was a temp with us a long time ago, and she used to bring to work these bagel sandwiches, and it's so freaking good. It's like, uh,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Frying an egg, bacon, cheese on a bagel.
[AGENT][POSITIVE] And it's so filling, you only need one, and it's so easy to do. Just like cook the bacon or whatever sausage or bacon, and then you fry your egg while your bagel has cheese on top. It's in the oven while it's browning, and then you just put it all together in the sandwich and it is so filling. You only need half of it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It does sound good.
[AGENT][POSITIVE] It is so good. It's so filling.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Days. OK, I'm gonna have to be one.
[CUSTOMER][POSITIVE] Uh, I usually just do the little, um, ready-made little bitty sausage biscuits from Tennessee Pride.
[AGENT][NEGATIVE] Yeah. Oh God, I haven't eaten one of those in forever.
[CUSTOMER][POSITIVE] The, uh, little ones in the pack. Yeah, that's usually what I do. Oh my gosh, I love that. That's usually what I do when I'm home alone. Um, so he's just start a new job where he's gonna be working Monday through Friday so he won't be home many days when I'm working, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] Um, but yeah, and I made some, this Sunday, me and my mom sat down and I had went to [PII]'s and got peanut butter and grape jelly and we made homemade uncrustables.
[CUSTOMER][POSITIVE] And oh my gosh, I love those things too.
[AGENT][NEGATIVE] [PII] refused. My son refused to eat at PB and J. like, what kind of kid are you?
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEGATIVE] He just, he's just like, no, no.
[AGENT][NEGATIVE] Someone he's gonna have to, someone's gonna have to introduce it to him and then, well, I would, but I'm not gonna buy him if he's not gonna eat them.
[CUSTOMER][POSITIVE] I still love those things.
[AGENT][NEGATIVE] He's so picky about what he eats.
[CUSTOMER][NEUTRAL] Right. Well, they're so expensive, so I ordered the little cutter tool off Amazon and I just went to Sam's and got some peanut butter and grape jelly. So like I think I spent $20 on everything that I could probably make 3 times as much.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Than what I would have bought in the store. So yeah, it's, yeah, anyway, and they taste the same so.
[AGENT][POSITIVE] I would like to make, I would like to make homemade stuff. I think that would be kind of cool though.
[AGENT][NEUTRAL] But if it's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know. It sounds like work.
[CUSTOMER][POSITIVE] It, it was, but it was fun, me and my mom did it together and we kind of like worked together. Um, she would uh put the stuff on the bread and then I would cut them because she wasn't very good at cutting them. She, she was getting the crust on some of them and when you do that, they won't close very well. So yeah, she, um she started just doing the peanut butter and jelly and I would cut them so we um we just had a good time sitting down doing it, so, yeah.
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] That sounds good.
[AGENT][POSITIVE] I'm gonna have to do apple. I can, I don't, I'm not a big fan of grape jelly. I love apple.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, girl like grapes. Yeah, we tried strawberry, but I accidentally got strawberry preserves instead of strawberry jelly, um, because I wasn't paying attention. So, um, we did a few of them in strawberry, but she took those with her because I don't really like, I like strawberries, but I don't like strawberry jam. Um, I'm just strictly grape.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I like, um, I had, and my husband likes strawberry as far as putting on biscuits, you know.
[CUSTOMER][NEUTRAL] But, um,
[AGENT][POSITIVE] And I found this strawberry rhubarb at Kroger's. It's so good.
[CUSTOMER][NEGATIVE] Mhm. Yeah. I, I just don't like it.
[AGENT][POSITIVE] It's delicious.
[CUSTOMER][NEGATIVE] I don't like it. Mama wants to try it with marmalade next time too, so I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I don't like marmalade.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, my niece does, uh, ever since she watched the movie [PII], she was crazy about Marmalade and yeah, I don't know.
[AGENT][NEUTRAL] Marmalade
[CUSTOMER][POSITIVE] Anyway, um, yeah, yeah, she loves that little bear, so, um, yes, this policy is portable. Uh, did she say when she's retiring?
[AGENT][NEUTRAL] She didn't
[CUSTOMER][NEUTRAL] She works for the school, so yeah, it'll usually the school pays through this summer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so she'll actually be retired probably after summer ends and then uh she should get a letter to continue this.
[AGENT][NEUTRAL] So it's an automatic letter that's sent to them, right?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I believe so. I'm trying to pull up.
[CUSTOMER][POSITIVE] But I can also get.
[CUSTOMER][NEUTRAL] Uh, I can get [PII] to go ahead and send her one out. It's one of those that the.
[CUSTOMER][NEUTRAL] Um, the new cancer policies that we, um.
[CUSTOMER][NEUTRAL] Had to switch over back in like September and October and they're on a they'll be on a trust when she ports it so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she has to sign a specific form.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Support it, so I don't know if that goes out automatically or if we just send it so I'm just gonna go ahead and get [PII] to send her one.
[AGENT][NEUTRAL] OK, so you mean just tell her, uh, uh, portable letter will be sent out to her?
[CUSTOMER][NEUTRAL] Yeah, just go ahead and tell her I'll get I'll put in a request for [PII] to send one out.
[AGENT][POSITIVE] OK awesome [PII] thank you madam.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] Have
[AGENT][POSITIVE] Have fun with your crustables.
[CUSTOMER][POSITIVE] I will, I'm gonna make some more this weekend.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][POSITIVE] Um, Ms. [PII], thank you so much for holding. Um, I just spoke with a care, um, a care team customer service rep, and they're gonna send out a letter to you because typically what will happen is, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, usually, a letter is automatically sent out, but she's already gonna send a request, so it could be sent out to you as far as um how to port your policy.
[CUSTOMER][NEUTRAL] Oh, OK, so she'll just mail that to me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][POSITIVE] No, that's it. I appreciate you reaching out to them.
[AGENT][POSITIVE] Absolutely. And you have a fantastic day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, you do the same. You're welcome. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye.