AccountId: 011433970860
ContactId: 7484b639-da8c-4382-943b-29ce82080101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230960 ms
Total Talk Time (AGENT): 107078 ms
Total Talk Time (CUSTOMER): 71922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7484b639-da8c-4382-943b-29ce82080101_20250219T19:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Gulf Coast Chemical group number 8935.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have one.
[CUSTOMER][NEUTRAL] I have one employee, [PII], who has been on this plan since [PII].
[CUSTOMER][NEUTRAL] And she is retiring.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And and she's retiring from our company so when I get the March bill if I put Terminate on it, it's obviously gonna terminate so we're not gonna have the bill anymore but do you contact and send her the information if she wants to continue?
[CUSTOMER][NEUTRAL] The premiums, how does that work?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, um, and I'm gonna go ahead and transfer you to group billing so they can go over this with you, um, as far as being able to support once she's off the group, it's, uh, but can I verify your information real quick? I'm not showing you're the contact person on the policy. Can you please give me the, um, physical address of your group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] [PII] and my name is on the invoice.
[AGENT][NEUTRAL] In
[AGENT][POSITIVE] OK, alright, so I'm gonna go ahead and transfer you on over to group billing now so that they can help you as far as being able to get Miss [PII] to support her policy. Alright, thank you so much, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] It's [PII], uh, I have Miss [PII] on the phone. She is with group, oh gosh, let me go back to the front.
[AGENT][NEUTRAL] 895.
[AGENT][NEUTRAL] because [PII], who's our contact person, is going to be, and she wants to know if when.
[AGENT][NEUTRAL] When somebody retires, do you guys automatically send out the paperwork for them to port the policy?
[CUSTOMER][NEUTRAL] OK, you're gonna have to start over you, uh, you're breaking up and I only got 3 numbers of the group number.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] The group number is 8935.
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEUTRAL] 893 5.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Who's on the phone?
[AGENT][NEUTRAL] [PII]. She's also on the invoices.
[CUSTOMER][NEUTRAL] OK, and what's going on?
[AGENT][NEUTRAL] [PII], who's the contact person.
[AGENT][NEUTRAL] is retiring.
[AGENT][NEUTRAL] And she wants to know about porting the policy for Ms. [PII].
[CUSTOMER][NEUTRAL] OK. Well, the termination will need something in writing.
[AGENT][NEUTRAL] OK, I'm gonna let you go ahead and talk to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And the callback number is uh the one that's showing up is a good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thanks [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye