AccountId: 011433970860
ContactId: e41c36d1-5fe2-4d24-b165-272735a03ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236880 ms
Total Talk Time (AGENT): 109852 ms
Total Talk Time (CUSTOMER): 71143 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e41c36d1-5fe2-4d24-b165-272735a03ed6_20250227T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and I have a just a quick question I hope.
[AGENT][NEUTRAL] OK, do you have a policy with us?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII] that's my cell phone number.
[AGENT][NEUTRAL] Thank you, and one moment while I uh look up, get to a screen where I can look up your policy number. Thank you.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you already verified your name. What's your physical mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information and last piece of verification would be the email address we have for you on file.
[CUSTOMER][NEUTRAL] Mm, it should be [PII].
[AGENT][NEUTRAL] Yes, yes, that's right, you use that one. OK, and what's your question? Would you like your policy number?
[CUSTOMER][NEUTRAL] Unless I use my work email, OK.
[CUSTOMER][NEUTRAL] I actually I think I'm in there right now. Will it show me on my stuff on my yeah, I'm in there. Uh, my question is.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I were if I were to retire at the end of the school year, can I still keep my uh my policies, my cancer policy and everything?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I believe so, but I would have to get your customer service for them to uh assist you with that, uh, and, and so that's the only question that you have today?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][POSITIVE] OK, well, let me get you over to customer service and they'll be able to further assist you with that, OK, Miss [PII]? And since there's nothing else I can help you with, just hold the line for the next, uh, representative, which will be customer service, and I'm gonna explain to them what you need, and you won't have to verify any information again either, OK? And thank you for calling APL. You have an awesome day and hold on, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the accounts department. I have policyholder [PII] on the line. Her policy number is 252.
[AGENT][NEUTRAL] 8920. Ms. [PII] has already verified all of her information, name, date of birth, physical address and email. She's calling in today because she wants to know after she retires, can she continue this policy?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number is, she gave me a cell phone number so it's not the number that's showing up. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, I got all her information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Here she comes. You have a good one, OK?
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, how are you