AccountId: 011433970860
ContactId: 8b8a6d0b-cf68-4219-8c89-341e11570954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626320 ms
Total Talk Time (AGENT): 204231 ms
Total Talk Time (CUSTOMER): 133093 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/8b8a6d0b-cf68-4219-8c89-341e11570954_20250423T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I have received 3.
[CUSTOMER][NEUTRAL] Letters of ATM.
[CUSTOMER][NEUTRAL] And I was all in to see what it was for.
[AGENT][NEUTRAL] OK. What are the letters say?
[CUSTOMER][NEUTRAL] Let me go.
[CUSTOMER][NEUTRAL] It's it uh.
[CUSTOMER][NEUTRAL] Your American public life insurance company.
[CUSTOMER][POSITIVE] And offers a probability benefit.
[CUSTOMER][NEUTRAL] It is an option to earn employee benefits if you.
[CUSTOMER][NEUTRAL] You, you tage employer.
[CUSTOMER][NEUTRAL] If you would like to choose the probability option, your APL plan please complete with low.
[CUSTOMER][NEUTRAL] Along with the electronic funds transfer.
[CUSTOMER][NEUTRAL] Authorization.
[AGENT][NEUTRAL] Alright, Ms. [PII], let me just get a little information from you real quick. What is your social security number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Did you say [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not pulling anything up with that, but that just might be me. Uh, let's see, [PII].
[CUSTOMER][NEUTRAL] I have the number if you want it.
[AGENT][NEUTRAL] Oh, you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Give me that number.
[CUSTOMER][NEUTRAL] Uh 007.
[CUSTOMER][NEUTRAL] 20s app.
[CUSTOMER][NEUTRAL] I X
[AGENT][NEUTRAL] All right, there we go, Ms. [PII]. Let me just get a little bit of information, more information from you here. Let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Would you do me a favor and just verify your mailing and your mailing address and your phone number?
[CUSTOMER][NEUTRAL] on this outfit for street.
[CUSTOMER][NEUTRAL] And my phone number is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, so we're just gonna figure out what these letters mean. I do believe what it is, um, is that it's a portability which means the school board is no longer going to carry this policy and we're giving you the option to um take it on as your own, so it would uh port over to you rather than through them, but let me just make sure of that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Are you retired from the school, ma'am?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] When did you retire?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of this year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, congratulations. All right. So, I believe that's what it's gonna be. Let's see here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm sorry, it's just taking me a moment here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] OK, yes ma'am, so it shows here that you retired and so they're no longer paying um whether through a paycheck deduction or from them they were no longer paying on this policy and what we're giving you the option to do with I believe it would be on the whole life uh insurance that you would be able to um take that policy on yourself.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you would like that option I can get you over to the right department.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Does it have any cash value?
[AGENT][NEUTRAL] I apologize, Ms. [PII]. I wouldn't be able to tell you whether or not it did. I am not sure.
[CUSTOMER][NEUTRAL] Well, who knows?
[AGENT][POSITIVE] But I can get you to the right person that can help you with that.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I apologize, Ms. [PII]. You got the group billing department and I, I work with the group itself, so I'm not, uh, I'm not 100% sure on individual.
[CUSTOMER][POSITIVE] You did good.
[AGENT][NEUTRAL] All right, one moment and I'll get you over to the right person. Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] You did good.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[CUSTOMER][POSITIVE] Hey [PII] doing good how are you?
[AGENT][NEUTRAL] I'm well. I have a Miss [PII] on the phone. She's got uh some letters in the mail about a, a policy that she can with portability, and she's got some questions about it that I just can't answer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, that would go to customer service.
[AGENT][POSITIVE] I apologize. I was thinking everything had to go through the care team. I, I apologize.
[CUSTOMER][MIXED] No, that's OK. So you're OK. It's OK. It's confusing, trust me.
[AGENT][NEUTRAL] All right, let me give them a call.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's [PII] and billing. How are you?
[CUSTOMER][POSITIVE] I am good how are you?
[AGENT][NEUTRAL] I'm doing well. So I have a Miss [PII] on the phone. She um has recently retired and got some letters in the mail about a portable uh policy and she's got a few questions about it.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 720756.
[AGENT][NEUTRAL] And I've got her verified and everything.
[CUSTOMER][NEUTRAL] OK, and what's her call back number?
[AGENT][NEUTRAL] Oh, I did not ask what her callback number was though.
[CUSTOMER][POSITIVE] OK, I will get it. Thank you.
[AGENT][NEUTRAL] Oh wait, I didn't. I her number was, huh, that's right.
[AGENT][NEUTRAL] It is the number on the screen. How did I verify her? I was like I did, I did ask her her number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She might be a little hard to understand, but I'll, uh, I'll get you over to her.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Something about
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] I apologize for that hold. I have [PII] on the phone from our customer service department and she's gonna help you out with those questions you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you and have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye-bye.