AccountId: 011433970860
ContactId: cf46adab-caf6-4401-9e77-262bbbeac03d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260540 ms
Total Talk Time (AGENT): 106375 ms
Total Talk Time (CUSTOMER): 96488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/cf46adab-caf6-4401-9e77-262bbbeac03d_20250103T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm calling, and I don't know, uh, do you need my group number?
[AGENT][NEUTRAL] Uh, are you calling for yourself or are you calling for your group?
[CUSTOMER][NEGATIVE] Yes. No, for myself. No for myself.
[AGENT][POSITIVE] OK, Miss [PII], yes ma'am, um, can I get your call back number just in case the call gets dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] Thank you so much. And then what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, let's see. 223-39 is my group number.
[CUSTOMER][NEUTRAL] I don't know about my policy number.
[AGENT][NEUTRAL] Do you see an inpatient certificate number or an outpatient certificate number?
[CUSTOMER][NEUTRAL] Mm, no, the thing about it is that, uh, uh, I'm retiring from the school district and they gave me this paperwork that I could use to call if I wanted to continue my cancer, uh, insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, Ms. [PII]. What is, um, let me get your social security number and that'll pull your policy in for me.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, let me look up your policy for you real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And then also, can you verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII] and I think the email it has is [PII].
[AGENT][NEUTRAL] It looks like I have your um school district email address.
[CUSTOMER][NEUTRAL] OK. My, my school district address is uh [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me.
[AGENT][NEUTRAL] So let me look up, see your policy.
[AGENT][NEUTRAL] OK, um, Miss [PII], what I'm gonna need to do is I'm gonna transfer you now on over to customer service, uh, so that they can help you as far as being able to support your policy, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'll let them know that you've already verified all of your information, so you will not have to go through that process again.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Alright, you're welcome you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I got you twice today.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, I've got Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Her policy number is 253.
[AGENT][NEUTRAL] 4717.
[AGENT][NEUTRAL] And she is calling because she wants information on porting her policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And give me just a second to pull it up.
[AGENT][POSITIVE] And she's all verified and everything, and I'm sorry that call disconnected earlier.
[CUSTOMER][POSITIVE] You're good. I was able to, to catch her.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And is the callback number um the same one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, got it.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][POSITIVE] Thank