AccountId: 011433970860
ContactId: e2f39128-a4ad-4a9d-9bad-c8ff7f01eb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174679 ms
Total Talk Time (AGENT): 59860 ms
Total Talk Time (CUSTOMER): 70625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e2f39128-a4ad-4a9d-9bad-c8ff7f01eb90_20250512T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I am fixing to retire. I have your policy through my school, and I was wondering, would I be able to keep it when I retire and how much would it cost me?
[AGENT][NEUTRAL] OK. Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Is this it? 00727026?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yes, that's it. And can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] You have a good callback number, Ms. [PII], in case we are disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I just need two more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get you over to our customer service department they'll be able to tell you if you can continue the plan and what it could potentially cost um do you mind if I get you transferred over to?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] on the care team. I've got an insured who's fixing to retire, and she'd like to know, is her plan portable and what it could potentially cost?
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Policy number is 727-026.
[CUSTOMER][NEUTRAL] And what's the insured's name?
[AGENT][NEUTRAL] Insured name is [PII].
[AGENT][NEUTRAL] And I verified her. Callback number [PII].
[CUSTOMER][NEUTRAL] And the callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. I'm ready for.
[AGENT][POSITIVE] OK, I'm gonna introduce you and then I'll release the call. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got [PII] on the line and she's gonna assist you with your questions, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good afternoon Ms. [PII]. How are you?