AccountId: 011433970860
ContactId: cc9af42e-34b0-474c-8add-c8953cc86e05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251539 ms
Total Talk Time (AGENT): 96454 ms
Total Talk Time (CUSTOMER): 74879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/cc9af42e-34b0-474c-8add-c8953cc86e05_20250318T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I received a letter from y'all, and I just retired from my work, so I have a certificate number. It says it's for cancer and specific diseases. So I was trying to see what this was, how much it was, and all that. Uh.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, yeah, let's take a look. Happy to help. Do you have the policy number? I can just pull it up.
[CUSTOMER][NEUTRAL] Is that the certificate number? Is that what it is or?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, it's 02535976.
[AGENT][POSITIVE] Alright, thank you so much let me just pull this up here one moment.
[AGENT][NEUTRAL] And then if I could just verify [PII] please your date of birth and address.
[CUSTOMER][NEUTRAL] At [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So yeah, it looks like it was a cancer policy. Did you wanna speak to anybody about continuing it on, like what the cost would be?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number just in case something happens if we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you so much. Let me get somebody on the line that deals with continuing on policies. If you don't mind, I'm gonna place you on just a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] um.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] Good morning, [PII]. This is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well thanks for asking. How about yourself?
[AGENT][NEUTRAL] I'm good as well thank you um I have an insured on the line who has gotten a letter from us, she retired and she just wants some information about porting her policy.
[CUSTOMER][NEUTRAL] OK, what's her policy number and callback number?
[AGENT][NEUTRAL] Um, policy number is going to be 02535976.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her call back is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII], yeah.
[CUSTOMER][NEUTRAL] And she's been verified.
[AGENT][NEUTRAL] Yep, everything is fine, yeah. OK, here she comes. Thank you. One moment. Here she comes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'm ready. Thank you.
[CUSTOMER][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you doing? I am doing well thanks for asking. Got your information.