AccountId: 011433970860
ContactId: af9bb34f-6540-4352-abf9-6434698120de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266959 ms
Total Talk Time (AGENT): 104162 ms
Total Talk Time (CUSTOMER): 122401 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/af9bb34f-6540-4352-abf9-6434698120de_20250219T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] It's [PII]. uh, I have Miss [PII] on the phone. She is with group. Oh gosh, let me go back to the front.
[CUSTOMER][NEUTRAL] 895.
[CUSTOMER][NEUTRAL] Because [PII], who's our contact person, is going to be, and she wants to know if when, when somebody retires, do you guys automatically send out the paperwork for them to support their policies.
[AGENT][NEUTRAL] OK, you're gonna have to start over you, uh, you're breaking up and I only got 3 numbers of the group number.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, I'm sorry, the group number is 893 5.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] 8935.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Who's on the phone?
[CUSTOMER][NEUTRAL] [PII]. She's also on the invoices.
[AGENT][NEUTRAL] OK, and what's going on?
[CUSTOMER][NEUTRAL] [PII], who's the contact person.
[CUSTOMER][NEUTRAL] is retiring.
[CUSTOMER][NEUTRAL] And she wants to know about porting the policy for Ms. [PII].
[AGENT][NEUTRAL] OK, well, the termination will need something in writing.
[CUSTOMER][NEUTRAL] OK, I'm gonna let you go ahead and talk to her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the callback number is uh the one that's showing up is a good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thanks [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] with Gulf Coast Chemical.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you need our group number?
[AGENT][POSITIVE] No, ma'am, I have it. What can I help you with today?
[CUSTOMER][NEUTRAL] OK, [PII] is on the policy. She's the only one that has a policy, and she has retired.
[CUSTOMER][NEUTRAL] So I'm just seeing if when the March bill comes in if we.
[CUSTOMER][NEUTRAL] You know, market terminated or do we terminate it now and then the invoices go directly to her so the policy can continue?
[AGENT][NEUTRAL] Um, so what we'll need is we'll need something in writing letting us know that uh she is no longer active on the policy, and once we get that we'll make the um documentation in our system and um if it's a policy that can be uh continued on its own she'll get that paperwork in the mail.
[CUSTOMER][NEUTRAL] OK. Does she need to call in as well?
[AGENT][NEUTRAL] No, it can't be done over the phone we'll need something in writing.
[CUSTOMER][NEUTRAL] OK, do I email it or do I have to mail it in?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, an email is fine. It would need if you're the contact on file, you'll need to be the one that emails us and lets us know that she is retired.
[CUSTOMER][NEUTRAL] OK, what is the email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is where it's [PII].
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] At aMpublic.com.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, obviously my name's on the invoice so I, I guess I'm OK to send in this email? or does it need to come from somebody else?
[AGENT][NEUTRAL] What do you mean you're, I have.
[AGENT][NEUTRAL] I have [PII] as the contact person on file.
[CUSTOMER][NEUTRAL] OK, she's the only one that has the policy, but the invoice comes to me.
[AGENT][NEUTRAL] Yeah, it's got it's got attention [PII] but um she is still listed as the contact person so either way um I understand that she's the only one on the policy but it would need to come from her email.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Unless, I mean, has she already retired?
[CUSTOMER][NEGATIVE] She doesn't work here. She doesn't have an email.
[AGENT][NEUTRAL] OK, then it's fine if it comes from you.
[CUSTOMER][NEUTRAL] Yes, as of as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good.
[AGENT][POSITIVE] All [PII], [PII], is there anything else I can help you with today? All [PII].
[CUSTOMER][NEUTRAL] That's what I needed. I'll send out an email.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alrighty, well, you're welcome and thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.