AccountId: 011433970860
ContactId: a8eb7bee-fa03-4fef-bfd8-e9172f3f30c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239820 ms
Total Talk Time (AGENT): 81575 ms
Total Talk Time (CUSTOMER): 95921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a8eb7bee-fa03-4fef-bfd8-e9172f3f30c9_20250501T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just received a letter from y'all. I'm trying to figure out what it's for.
[AGENT][NEUTRAL] OK. Does it have a policy number on it or do you know your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The card number.
[CUSTOMER][NEUTRAL] Is that uh 02.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 2953
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 0245. I'm sorry, what was the last four?
[CUSTOMER][NEUTRAL] Well, I read it, I read it all, but he can't see. He says it's 02452953.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly I just need your telephone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK, and what, what was the letter regarding? Did it say what it was for or?
[CUSTOMER][NEUTRAL] It says, uh, I'm reading it for him but he can't read the words. It, it says, um, policy requested support coverage. Its American Public Life Insurance Company planning to offer the culpability benefits, probability is, is the option to take showing employee benefits with you should you retired or change employees.
[CUSTOMER][NEUTRAL] If you would like to choose the probability options for your APL plan, please complete the request on the electric refund transfer authorization.
[AGENT][NEUTRAL] OK, looks like, so it looks like the policy ended through your employer and it's just letting you know, do you wanna continue it? If not, you can just disregard the letter.
[CUSTOMER][POSITIVE] Yeah, I would love to continue it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me get you, so our customer service can help, um, get you information on that. So do you mind if I get you transferred over there?
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] on the care team and I've got a member who um wants to get their coverage ported. Um, I wanted to see if you could help them with that.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Uh, policy number is 2452953.
[CUSTOMER][NEUTRAL] And what's the callback number?
[AGENT][NEUTRAL] Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] What was the last 4 again? I'm sorry.
[AGENT][NEUTRAL] Uh, the number, the callback?
[CUSTOMER][NEUTRAL] Yeah, the last four digits.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm ready to speak to Ms. [PII].
[AGENT][NEUTRAL] OK, here you go. Um, I'll, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, I'm gonna introduce you and then I'll release him.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line. She's gonna help you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you. Have a good evening.