AccountId: 011433970860
ContactId: cf7c4fa3-345d-4c41-82ce-3c751a7a780e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334910 ms
Total Talk Time (AGENT): 99997 ms
Total Talk Time (CUSTOMER): 56177 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/cf7c4fa3-345d-4c41-82ce-3c751a7a780e_20250617T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm with Whitman ISD.
[CUSTOMER][NEUTRAL] And uh I'm retiring on [PII] and I wanna keep my cancer insurance, and I wanted to uh set it up for direct billing.
[AGENT][POSITIVE] OK, I can help you with that [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, 903.
[CUSTOMER][NEUTRAL] 9262505
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have one.
[CUSTOMER][NEUTRAL] We don't have cards.
[AGENT][NEUTRAL] Yeah, OK, is it alright if I look it up by your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] My last four digits are.
[CUSTOMER][NEUTRAL] You need the whole number?
[AGENT][NEUTRAL] I'll need the whole thing.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Um, I don't know if I change it, but it's [PII].
[AGENT][POSITIVE] Yes ma'am, that's the one that we have is that the correct one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here, one moment.
[AGENT][NEUTRAL] Did you get a letter in the mail from us yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment while I look into your policy and see what we need to do, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, it looks like, so you are still with them currently, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like whenever um
[AGENT][NEUTRAL] You're no longer with them.
[AGENT][NEUTRAL] Uh, you will tell them, you'll let your HR department know that you want to put your policy, so they'll stop the payroll deductions, um, and they will contact us letting them know that they quit paying us for your premium and then from there you should be getting a letter from us, APL.
[AGENT][NEUTRAL] Um, and it'll be, uh, I think a one page form on wanting to continue your policy where you'll be able to enter in all of your information that you would like from the date of that letter to you, you have, I believe 30 days um to support your policy, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you'll let your employer know that um you wanna put your policy and that um and then they will need to contact us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] All right, well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's fine. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.