AccountId: 011433970860
ContactId: 718f4cf4-5d29-4c25-8fff-537fb84ac4e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175600 ms
Total Talk Time (AGENT): 65206 ms
Total Talk Time (CUSTOMER): 57494 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/718f4cf4-5d29-4c25-8fff-537fb84ac4e3_20250227T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the accounts department. I have policyholder [PII] on the line. Her policy number is 252.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] 8920. Ms. [PII] has already verified all of her information, name, date of birth, physical address and email. She's calling in today because she wants to know after she retires, can she continue this policy?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her callback number is she gave me a cell phone number so it's not the number that's showing up. Let me know when you're ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I got all her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Here she comes. You have a good one, OK?
[AGENT][POSITIVE] Thank you. Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, good afternoon, Ms. [PII].
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] That sounds great. Alright, I was just advised that you would like to have information if you are um able to put your policy with us.
[CUSTOMER][NEUTRAL] Yes, I'm I'm considering retiring at the end of the school year and could I continue my policy, um, if I retire?
[AGENT][NEUTRAL] Alright, and allow me just a second. I'll look through your policy and um verify if we can put this policy with you or not, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I was able to find that you are able to put your policy. Um, would you like me to go ahead already and send that portability letter to you?
[CUSTOMER][POSITIVE] Uh, that, uh, yeah, I don't have if I decide not to retire, I don't do anything wrong just.
[AGENT][NEUTRAL] Mhm, yes, you do not, um, it will just contain the information about what you have to fill out and the premiums that you will be paying and that will be pretty much it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. All right. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] All right, well thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.