AccountId: 011433970860
ContactId: d02c415f-aed3-49b1-9067-bc04b9a979c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659340 ms
Total Talk Time (AGENT): 128011 ms
Total Talk Time (CUSTOMER): 149048 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d02c415f-aed3-49b1-9067-bc04b9a979c9_20250603T15:42_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], my name is [PII] with policy 16048, and I just have a question about a, a, um, employee.
[AGENT][NEUTRAL] Sure, it is 16048, is that right?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Tell me your name again please [PII].
[CUSTOMER][NEUTRAL] So like all packaging [PII].
[AGENT][POSITIVE] Yes, you can
[CUSTOMER][NEUTRAL] Um, I have an employee, [PII]. Can you check to see, uh, is, first of all, I guess, is this, um, benefit portable like if an employee terminates, are they able to take it with them when they leave the company?
[AGENT][NEUTRAL] And let me just verify that I've got the right group first. Yes, ma'am, I can help you with that. What's the name of the group, ma'am?
[CUSTOMER][NEUTRAL] Um, I'm sorry, what the company name is Flexall Packaging, and the employee is [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What what is your?
[CUSTOMER][NEUTRAL] She's been terminated since [PII].
[CUSTOMER][NEUTRAL] So I'm just curious to know if because I'm gonna delete her but I want to know did she possibly like continue paying or?
[AGENT][NEUTRAL] OK, let me pull up her old policy.
[CUSTOMER][NEUTRAL] Like is this is this benefit portable?
[AGENT][NEUTRAL] It's a meddling policy, let me check.
[CUSTOMER][NEUTRAL] Uh yes, it is a Medli 44F3.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], OK, I found it. What's her date of birth? Can you verify her?
[CUSTOMER][NEUTRAL] Um, [PII] hold on sweetie.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] That's what we
[AGENT][NEUTRAL] Yes, ma'am. I do see that it is the medley.
[AGENT][NEUTRAL] Let me get your callback number. I forgot to get that just in case we get disconnected. What's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I place you on a brief hold for just a moment, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] in [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey I'm good how are you?
[AGENT][POSITIVE] I am good, sweetie. I've got um a lady she's calling about a policy on one of her employees want to know if it's portable after they uh retire if they can carry it.
[AGENT][NEUTRAL] It's 9647142.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] [PII], where's her name, and I can just tell her yes or no if you want me to. I don't know.
[AGENT][NEUTRAL] I don't think that
[CUSTOMER][NEUTRAL] OK, so this is new for us because we're taking over customer service so I'm gonna see if I can do this, uh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I know, yeah, you're, I don't think that I guess we can ask um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm pulling up the um policy right now. Apparently, we're supposed to be able to.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See if it's portable from here. Hold on one second.
[AGENT][NEUTRAL] But.
[AGENT][POSITIVE] Yes ma'am, I, I'm gonna take your time because I told her I was gonna have to find out, so you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second, the certificate.
[AGENT][NEUTRAL] You sure you're fine.
[CUSTOMER][NEUTRAL] [PII], do you mind if I place you on just a brief hold?
[AGENT][POSITIVE] Not at all, [PII]. Thank you.
[CUSTOMER][NEUTRAL] I'm gonna have to ask for this one. OK, hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] hello, [PII].
[AGENT][NEUTRAL] Thank you, hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm so sorry. Let me, um, do you want to tell her we'll call her back cause I don't know and I
[AGENT][NEUTRAL] She, she, it's OK. I know, it's all new, um, she hung up. That's fine. I'll let her know. No, it's fine. You have to find out for her. You don't feel bad. Yeah, um.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Well, I'm gonna see cause uh I don't know. Apparently, we're supposed to be able to see from the policy, sir.
[AGENT][NEGATIVE] I don't think that is good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know, but I can find out and um I can let you know.
[AGENT][NEUTRAL] That's fine. Yeah, just let me know. That's fine. Yeah, just send me a message and I'm gonna call her back that for for a long way we're, we're still researching. I'm gonna call. I'll let her know that we're still researching it. So just shoot me an I am when you get a chance, OK? That's fine, not a problem.
[CUSTOMER][NEUTRAL] You want me to send you a message?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you. I'm so sorry. I'm writing in the chat waiting for a response, looking.
[AGENT][NEGATIVE] Uh, not sorry.
[AGENT][POSITIVE] Don't be sorry, girl, we got this. It's insane. We're gonna make it that. It's OK.
[CUSTOMER][NEUTRAL] It's a bit crazy.
[AGENT][POSITIVE] You're good. I'll call her back right now. I'll let her know. I'll let her know, OK?
[CUSTOMER][NEUTRAL] All right. Well, I'll send you a team's message once I figure it out.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sounds great. Thank you so much, OK? All right, bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. You're welcome. Bye-bye.