AccountId: 011433970860
ContactId: 96ef72b9-a223-43ef-b081-e1f1449ad4be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190050 ms
Total Talk Time (AGENT): 125869 ms
Total Talk Time (CUSTOMER): 51843 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/96ef72b9-a223-43ef-b081-e1f1449ad4be_20250304T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] on the care team. How are you today?
[AGENT][NEUTRAL] I'm fine, Ms. [PII]. How are you, sweetie?
[CUSTOMER][NEUTRAL] Oh, I'm all right, sluggish.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEGATIVE] Really, just trying to wake up and I can't do it.
[AGENT][NEUTRAL] It's [PII], girl. [PII].
[CUSTOMER][POSITIVE] It's [PII] my gosh, yes, that is absolutely right.
[AGENT][NEUTRAL] There are no other days in the week. It's just [PII].
[CUSTOMER][NEUTRAL] No, none
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's amazing. OK, so I've got, yes, I've got a member on the line who, uh, she just wants to, uh, support her policy. She's gonna be retiring soon.
[AGENT][NEUTRAL] What you got?
[AGENT][POSITIVE] OK, we can do that, I hope.
[CUSTOMER][NEUTRAL] Is that too. It's a bit of an older one.
[AGENT][NEUTRAL] What's that?
[AGENT][NEUTRAL] Oh, what's that number, dear?
[CUSTOMER][NEUTRAL] 7071777
[AGENT][POSITIVE] Thank you, ma'am. Let me
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pull that up real quick and make sure.
[AGENT][NEGATIVE] As soon as I hang up, I'll have the wrong freaking fucking number 707-177. OK, any day now. [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] Yeah, I think she should be able to tra transfer. Good gosh, Kamay. I think she should be able to do that. I put Miss [PII] on through and I'll do my best to help her. Thank you, dear.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thanks, Ms. [PII]. I hope you have a great rest of your day. Bye.
[AGENT][NEUTRAL] You too, [PII]. Bye.
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am fine, thank you, ma'am. So Miss [PII] tells me that you're wanting to continue with your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, thank you. Well, we can help you with that. Um, we'll get you the, uh, information, uh, mailed out to you to continue with your policy. You can, the only way to do monthly is by bank draft draft, otherwise you can be billed quarterly, semiannually or annually.
[AGENT][NEUTRAL] And uh I will tell you once the your once Custer County notified us that you are, are you retiring?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I was gonna say once they notified us that you are retiring this information would have automatically been sent out to you anyway.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so we will get that out to you and um just complete that information and return that back to us and we will get you taken care of.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so you're gonna put it in the mail, OK.
[AGENT][POSITIVE] Yes, ma'am. We'll get that out to you just as soon as we can.
[CUSTOMER][NEUTRAL] OK, all right, and.
[AGENT][NEUTRAL] Kind of look for it within 5 to 7 business days.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I don't think so.
[AGENT][POSITIVE] OK. Well, thank you for calling APL, Miss [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.