AccountId: 011433970860
ContactId: f176ae04-6fe6-4cbe-80d2-3571b4351f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263100 ms
Total Talk Time (AGENT): 105875 ms
Total Talk Time (CUSTOMER): 103731 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f176ae04-6fe6-4cbe-80d2-3571b4351f2b_20250117T22:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes I'm [PII]. I got a, uh, thing from y'all. I don't really know what it is. That's what I'm trying to find out. Uh, it's a, uh, let me see what it says.
[CUSTOMER][NEUTRAL] Um, well, uh, my name's [PII]. Maybe you can pull it up. We talk about it, see what it, what it consists of.
[AGENT][NEUTRAL] Alright, let's see. Do you don't have a policy number, Miss?
[CUSTOMER][NEUTRAL] Uh, it says I guess certificate number.
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] OK, 0223375.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0223375.
[CUSTOMER][NEUTRAL] 77775
[AGENT][POSITIVE] 775. Thank you. I appreciate that. And Miss [PII], can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] We have an ISD email on file. Do you mind verifying that as well?
[CUSTOMER][NEUTRAL] A what? an email?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Hey, it's [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] And you received something in the mail?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, it says, uh, your public life insurance company APL offers a portability benefit. It's the option to take uh certain employee benefits where you should retire or change employers.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what is it what is this consist of? I mean.
[AGENT][NEUTRAL] This is your uh critical illness policy that you have with APL.
[AGENT][NEUTRAL] And you have an option to continue on your own.
[CUSTOMER][NEUTRAL] OK, is that
[CUSTOMER][NEUTRAL] Is that through our
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] It is with the school? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, is the school not gonna do it anymore or what?
[AGENT][NEUTRAL] It doesn't look like it now. I can transfer you to customer service if you would like additional information.
[CUSTOMER][NEUTRAL] Well, um, just, just tell me, tell me, tell me why I got this, and is there, is there cash value to my policy or what?
[AGENT][NEUTRAL] Well, that would need to go through customer service, but I can transfer you to a representative that can assist you further.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Thank you. One moment, please, ma'am.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're very welcome. One moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got policy number 223.
[AGENT][NEUTRAL] 3775
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She received a portability letter and she has questions.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You ready for I verified all of your information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I know. I wonder why she got it, um, because it's on [PII], she received a portability letter.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] It's been canceled since September.
[AGENT][NEUTRAL] I saw that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Oh, it was just lapsed in January. That's why, OK.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] All right, thanks. Have a great weekend. Enjoy your Monday. One moment.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I do have [PII] in our customer service department. She's going to assist you further. Have a great weekend.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK