AccountId: 011433970860
ContactId: b784ad7e-0cf6-42f9-935e-99dea7ad8cfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170660 ms
Total Talk Time (AGENT): 67544 ms
Total Talk Time (CUSTOMER): 73807 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/b784ad7e-0cf6-42f9-935e-99dea7ad8cfb_20250314T21:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I got a letter stating that there's possibly an insurance policy, American Public Life Insurance Company to do a portable benefits, portability benefits.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have a, it says I guess a certification number.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] 02551641.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And may I have your date of birth and mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Uh, [PII]. It's [PII]. And what else was the other thing?
[AGENT][NEUTRAL] The email?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] We have your work email because this is through your work.
[CUSTOMER][NEUTRAL] OK, what company? Because I've had a couple in the past couple of years.
[AGENT][NEUTRAL] Um, citrus County school board.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So then what is this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so it looks like um,
[AGENT][NEUTRAL] The group is, uh, is gonna terminate with us and we're giving you an option to continue the policy with us for accident. This is an accident policy that you have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I don't wanna continue it. So what's that mean?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And you don't need to do anything if you don't want to continue, it's just gonna terminate once the group terminates.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I was kind of confused because it, it says an electronic funds transfer.
[AGENT][NEUTRAL] Oh, yeah, that's if you wanted to continue. Mhm.
[CUSTOMER][NEUTRAL] And it was
[CUSTOMER][NEUTRAL] OK, yeah, now.
[AGENT][NEUTRAL] Yeah, OK, yeah.
[CUSTOMER][NEUTRAL] And that's all that is.
[AGENT][NEGATIVE] That's all it is. You don't have to do anything. If you don't want to continue, you just disregard that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, ma'am. That was it.
[AGENT][POSITIVE] All right, well, you have a good afternoon and good weekend.
[CUSTOMER][POSITIVE] Yes thank you have a nice weekend.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.