AccountId: 011433970860
ContactId: 86d2b841-8c6a-4498-85f3-2493121b1c19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280579 ms
Total Talk Time (AGENT): 85833 ms
Total Talk Time (CUSTOMER): 143117 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/86d2b841-8c6a-4498-85f3-2493121b1c19_20250131T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling because uh I have, I have y'all's insurance with my company at Kearns Independent School District, uh, but I retired in um [PII], and I would like to set up my individual policy.
[AGENT][NEUTRAL] OK, no, sure, um, may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, let me see what I have policy policy number 22426.
[AGENT][NEUTRAL] Is that the group number or the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, let's see, policyholder is Kearns Independent School District. It says policy effective date and then policy number. Uh, I have a certification number.
[AGENT][POSITIVE] Yeah, let me have that one, please.
[CUSTOMER][NEUTRAL] OK, 01625371.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mailing address [PII]. Email [PII].
[AGENT][NEUTRAL] Perfect, thank you. OK, um, let me go ahead and get customer service on the line so that they can give you information about porting your policy or keeping your policy, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you? Hey.
[AGENT][NEUTRAL] I'm good, thank you. OK. Um, I have a a member on the line that, um, she's calling because she has retired and she wants to support the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, your policy number is 1625371.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, Ms. [PII], and I fully verify her the callback number is the same one in the system.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome. Are you ready for her?
[CUSTOMER][NEUTRAL] Uh yes, yes. Yes.
[AGENT][NEUTRAL] I think there's a new number. I don't know if you need that one or you already have it pulled up.
[CUSTOMER][POSITIVE] OK, I do have it. Thank you for saying that.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] All right. OK. All right, well, here she comes.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] Have a good day. You're welcome. So.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. Um, now, so I was just telling me that you're retired and you want to keep your policy.
[CUSTOMER][NEUTRAL] Yes, OK, now a couple of things I, I will need to send you some paperwork to fill out and it's basically just sign in saying that you want to keep the policy, but I can mail that to you or I can email it just either way you want to receive it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Probably mail it.
[CUSTOMER][NEUTRAL] To me, how would I get it back if you emailed it to me? Uh, now you could you know, it does have to be signed, so if I email it you would have to scan it back in and email it back or if you could print it out.