AccountId: 011433970860
ContactId: 8049f1fc-0411-4fec-8d1a-fbfe0c937b31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382779 ms
Total Talk Time (AGENT): 105708 ms
Total Talk Time (CUSTOMER): 126128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8049f1fc-0411-4fec-8d1a-fbfe0c937b31_20250520T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Just, just 1 2nd, please.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I thought it would take longer. I, I was starting to move about a hot dog. So, my name is [PII]. My name is [PII], and I'm retiring from the city of [PII].
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] But I want to uh
[CUSTOMER][NEUTRAL] Continue with the
[CUSTOMER][NEUTRAL] Of life insurance that I have to American Public life now I have electronic funds transfers page in front of me.
[CUSTOMER][NEGATIVE] But I just didn't want to talk to somebody before I send all this in.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Add the
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And you said it was for a life insurance policy, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And [PII] was the first name, [PII].
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And you have a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so once they notify us of your retirement, we'll send you information on, um, porting the policy. When are you retiring?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] And when like I said, I have, I have, I have a form here from APL. It's called electronic funds transfers.
[CUSTOMER][NEUTRAL] That I filled out and I'll, I'll, I guess I'll put main name count and routing number and all that.
[CUSTOMER][NEUTRAL] Somewhere.
[CUSTOMER][NEUTRAL] But, but I just, I, I, I, will I still be able, well my question is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What rate will I be paying? Will I, can I keep on, am I still under the group rate?
[CUSTOMER][NEUTRAL] Or am I having to
[CUSTOMER][NEUTRAL] Beales, well, that's my question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the policy that we've got you under, it's a cancer policy. Are you wanting to continue that policy?
[CUSTOMER][NEUTRAL] OK, y'all got the cancer policy. All right. uh.
[CUSTOMER][NEUTRAL] I can't remember which one. Yes, uh, I wanna continue that if I can keep it on the group radar or find out what the rate will be.
[AGENT][NEUTRAL] OK, um, let me get you transferred over to our customer service department. They might have some insight on the rates, but typically what happens is when we get notification from your employer, uh, we'll send out information on how to, um, continue the policy, but, um, let me get you transferred over to customer service is that OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got an insured on the line. He is fixing to retire this Friday, and he had questions about supporting his coverage and what the new rate could possibly be if we had any insight on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can help him with that. Um, what is that policy number?
[AGENT][NEUTRAL] Policy number is 415677.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, Tad is it [PII]?
[AGENT][NEUTRAL] [PII], I think he said [PII], um, and then I've got, I verified him. Uh, callback number is [PII].
[CUSTOMER][NEGATIVE] hurt
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then um I'll, are you ready for him?
[CUSTOMER][POSITIVE] Yes, yes, thank you.
[AGENT][POSITIVE] OK, I'll introduce you and then I'll release them on the line. uh, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line and she's gonna assist you with your questions, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hi. Hi, this is [PII] customer service. How are you today?