AccountId: 011433970860
ContactId: c5381785-31b6-40f6-b551-38a4c40109dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204929 ms
Total Talk Time (AGENT): 77630 ms
Total Talk Time (CUSTOMER): 93628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/c5381785-31b6-40f6-b551-38a4c40109dc_20250304T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I, uh, um.
[CUSTOMER][POSITIVE] Have uh a counter policy with you guys and I'm getting ready to retire and I wanna know what I, what I need to do to be able to take policy with me when I go when I retire.
[AGENT][NEUTRAL] Sure, sure, being able to continue that policy outside your employer, I can help you with that. Um, what was your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII]. I have my policy number.
[AGENT][NEUTRAL] OK, uh, [PII], first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] OK, 007071777.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then [PII] just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information, [PII]. Give me just a moment. I'm gonna put you on a brief hold while I, uh, get with our customer service department and they'll be able to help you, uh, support this policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] on the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm fine, Ms. [PII]. How are you sweet?
[AGENT][NEUTRAL] Oh, I'm all right, sluggish.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEGATIVE] Really, just trying to wake up and I can't do it.
[CUSTOMER][NEUTRAL] It's Monday #2, girl. Monday #2.
[AGENT][POSITIVE] It #2. 0 my gosh, yes yes, that is absolutely right.
[CUSTOMER][NEUTRAL] There are no other days in the week. It's just Monday [PII].
[AGENT][NEUTRAL] No, none.
[AGENT][POSITIVE] That's amazing. OK, so I've got, yes, I've got a member on the line who, uh, she just wants to, uh, support her policy. She's gonna be retiring soon.
[CUSTOMER][NEUTRAL] What you got?
[CUSTOMER][POSITIVE] OK, we can do that, I hope.
[AGENT][NEUTRAL] Is that too. It's a bit of an older one.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Alright, what's that number, dear?
[AGENT][NEUTRAL] 7071777
[CUSTOMER][POSITIVE] Thank you, ma'am. Let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pull that up real quick and make sure.
[CUSTOMER][NEUTRAL] As soon as I hang up, I don't have the wrong freaking tracking number 707-177. OK, any day now. [PII], is that correct?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, I think she should be able to tra transfer. Good gosh, good mighty. I think she should be able to do that. All right, put Miss [PII] on through and I'll do my best to help her. Thank you, dear.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thanks, Ms. [PII]. I hope you have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too, [PII]. Bye.