AccountId: 011433970860
ContactId: a5b47247-941f-41f1-9720-8397abb46455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292190 ms
Total Talk Time (AGENT): 115019 ms
Total Talk Time (CUSTOMER): 99493 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a5b47247-941f-41f1-9720-8397abb46455_20250206T19:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I had, uh, talked to somebody up there to get paperwork sent to my address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've just retired. I just retired.
[CUSTOMER][NEGATIVE] And they were supposed to send it and they hadn't received anything yet.
[AGENT][NEUTRAL] Hm. OK, let's take a look.
[CUSTOMER][NEUTRAL] And that was like 3 weeks ago.
[AGENT][NEUTRAL] I'm sorry about that, [PII]. Do you have a policy number I can take a look?
[CUSTOMER][NEUTRAL] Uh, I don't have one right now, but just you pull up my name properly.
[AGENT][NEUTRAL] OK. Yeah, I can take a look here. Give me just one second.
[AGENT][NEUTRAL] You said your first name is [PII]?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] [PII]. I go by [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I was with these text telephone.
[AGENT][NEUTRAL] And then if I
[AGENT][NEUTRAL] Could I just verify, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir, and then I just need to verify the address we should have on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got your policy pulled up here. What paperwork were they sending out to you?
[CUSTOMER][NEUTRAL] Uh, well, I don't work for ES6 no more, so in order for me to pay your payment, you have to send it to my address.
[CUSTOMER][NEUTRAL] That's what they were supposed to do.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Continuing on.
[CUSTOMER][NEUTRAL] Billing uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, it was all recorded.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's, it's kind of weird, you know, that that that that she didn't go through what she's told me she was gonna do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean,
[CUSTOMER][NEUTRAL] Because I, I sat there, this is when I was sitting in my office before I retired. I went because I knew it was gonna have to get it changed over, so I called and got it, you know, headed towards, you know, so I retired on the [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hm, all right, well, I, yeah, I'm so sorry about that. Let me get somebody on the line that deals with the continuing on of policies and the paperwork, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And all that so I've got all your information here. Let me get them on the line do you mind if I place you on a hold?
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I don't think he's a special group, is he?
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you sir?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have an insured on the line and he is calling because I guess he said he called a few weeks ago about getting some paperwork to continue a policy. He's retired and he says he hasn't gotten it. I was wondering if you could help him maybe with that.
[CUSTOMER][NEUTRAL] Sure, what's his policy number?
[AGENT][NEUTRAL] His policy number is 711968.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Should come up um for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm showing this policy is active.
[AGENT][NEUTRAL] Yeah, I do too. Um, he's retired.
[CUSTOMER][NEUTRAL] Now it is on cou.
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] He's retired with the employer and I didn't, I checked notes. I didn't see any notes that he had called for portability like to continue it on, but that's basically what he's needing.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I can get that for him. Go ahead and transfer him.
[AGENT][POSITIVE] Awesome OK and just so you know he does go by [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Here he comes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good.