AccountId: 011433970860
ContactId: 93b61b43-f2e7-4cf1-af85-304fc4f8010e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268929 ms
Total Talk Time (AGENT): 122624 ms
Total Talk Time (CUSTOMER): 100627 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/93b61b43-f2e7-4cf1-af85-304fc4f8010e_20250530T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I have um.
[CUSTOMER][NEUTRAL] Of life insurance policy and an accident policy through my employer and I'm retiring today is my last, today is my last day and I'm retiring and I need to see what I need to do about taking that with me after I have retired from my job.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], um, I can help you with porting your policy. Um, may I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's area code [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is one of your policy numbers?
[CUSTOMER][NEUTRAL] I don't have either of my policy numbers. I've actually cleared my desk out and taken everything home. Can I give you like my social or?
[AGENT][POSITIVE] Oh blessed. OK.
[AGENT][NEUTRAL] Yes, sir. You can give me your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your policies real quick.
[AGENT][POSITIVE] And congratulations on your retirement.
[CUSTOMER][POSITIVE] Well, thank you so much. It's been a long time coming.
[AGENT][POSITIVE] You're very welcome. Yes, we all work for that. We all can't wait until that day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know it.
[AGENT][NEUTRAL] OK. Let's um.
[AGENT][NEUTRAL] All right, sir. Let's verify your date of birth.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] Um, thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know my email address?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, it's, uh, I think what you have is I think it's [PII] and that's gonna be changing also if that's what you have.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I have an Outlook email.
[CUSTOMER][NEUTRAL] OK, you have [PII].
[AGENT][NEUTRAL] Yes sir and then the phone number, yes sir, and the phone number that you gave me to call you back on, sir, is that your cell phone number?
[CUSTOMER][NEUTRAL] OK, good. I've already changed that then.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me look at the notes here.
[AGENT][POSITIVE] Alright, Mr. [PII], I'm gonna go ahead and transfer you now on over to customer service so they can help you with uh porting the policy, OK? And I'll let them know you've already verified with me so you don't have to go through that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, OK.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um Mr. [PII] on the phone.
[AGENT][NEUTRAL] His policy number is 2212794.
[CUSTOMER][NEUTRAL] Hang on, girl. Hang on. Hang on. I'm sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, don't be sorry. Take your time.
[CUSTOMER][NEUTRAL] It's all these screens are tied up right now, give me just a second. Let me find one. OK.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] All right, what's the number?
[AGENT][NEUTRAL] 221-279-4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He is calling because he's off group, um, he's retiring today and he wants to support his policies.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright you can send him over.
[AGENT][POSITIVE] And he's all verified and the number he's calling from is a good number.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK, no idea.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.