AccountId: 011433970860
ContactId: a1000e48-081c-4ada-b30b-b6bc94a9e84b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155000 ms
Total Talk Time (AGENT): 60221 ms
Total Talk Time (CUSTOMER): 73448 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a1000e48-081c-4ada-b30b-b6bc94a9e84b_20250108T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] over in customer care. How are you doing this morning?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good thanks. I have an insured on the line. Her name's [PII] and she would like some information about continuing on her policy. Um, she retired in December.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Her policy number is gonna be 252-488887.
[AGENT][NEUTRAL] OK let me pull that up quick.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] No, OK, good, and I did ask her just I don't know if this matters. I asked her if she got anything from us. She says she hasn't gotten a portability letter or anything yet, so.
[AGENT][POSITIVE] OK. All right. I will get one to her.
[CUSTOMER][POSITIVE] Alright, here she comes. One second. You're welcome.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, good morning, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] was saying that you were wanting to continue your policy.
[CUSTOMER][NEUTRAL] Yes, um, I retired as of the end of December and I wanted to check on, uh, continuation of my policy.
[AGENT][NEUTRAL] OK, I can um get the portability forms mailed out to you um and you will just need to fill those out and send them back in. I can mail them or email them or both. It's up to you.
[CUSTOMER][POSITIVE] Mailing would be fine. That would be great because my employer, my last premium was taken out of my December paycheck. So you either, you may have that already or you may not, but um I would like to get that started as soon as possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I'm showing we've already received January's premium.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, so we've got till.
[CUSTOMER][POSITIVE] Oh, that would be awesome. I didn't know how that worked. I didn't know if it was what came out of my check in December was for December or if it was for January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Looks like it was January. Alright, I will get those out in the mail to you today. It just like I said, just fill them out and send them back in and we can get it taken care of for you.
[CUSTOMER][POSITIVE] Oh great, great.
[CUSTOMER][POSITIVE] Oh thank you, that's awesome.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, Miss [PII] Goodbye.