AccountId: 011433970860
ContactId: d19b5cb8-b628-4c25-85a6-09474ff8951f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143820 ms
Total Talk Time (AGENT): 70232 ms
Total Talk Time (CUSTOMER): 43264 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/d19b5cb8-b628-4c25-85a6-09474ff8951f_20250528T17:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing good thank you. I've got a member on the line uh she said she's gonna be retiring soon and just wants to look into, uh, continuing her policy with us.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] That is 025271887.
[AGENT][NEUTRAL] And her callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on, let me find a screen here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I got so much stuff up.
[AGENT][NEUTRAL] 187.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, I've got it.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Just fine. How are you?
[AGENT][NEUTRAL] I'm good. Um, [PII] was saying that you were going to retire and wanted to continue your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, um, I do have some forms that I'll need to send to you. Uh, you would just need to send, uh, fill them out and send them back. Uh, the premium and everything will stay the same, it's $25 per month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll, I'll get those out in the mail to you. Is there anything else that I can help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] No, that's it. I didn't know it was gonna be that simple.
[AGENT][NEUTRAL] Oh, well, that's good. All right, and uh I can email those to you or mail them or both. It's up to you which way you want it.
[CUSTOMER][NEUTRAL] Uh, can you do both? Yeah, do both.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and your email is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's OK.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][POSITIVE] Alright, well I will get those to you this afternoon, um, and thank you for calling APL you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK. You too. Thank you.
[AGENT][POSITIVE] Mhm. All right. Thank you, Ms. [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.