AccountId: 011433970860
ContactId: f2825656-3b51-4dfc-b85f-e7feb9b2686a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218710 ms
Total Talk Time (AGENT): 54990 ms
Total Talk Time (CUSTOMER): 68140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f2825656-3b51-4dfc-b85f-e7feb9b2686a_20250507T14:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I work for the [PII] district.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I'm gonna retire in May so I had a question about.
[CUSTOMER][NEUTRAL] Keeping my cancer policy or letting it go.
[AGENT][NEUTRAL] OK, if you
[CUSTOMER][NEUTRAL] Um, what I was wondering.
[CUSTOMER][NEUTRAL] If I, if I just get it as an individual policy is the price of it gonna go up?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have that with me here.
[AGENT][NEUTRAL] OK, or I can look it up by your name or social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it's pulling it up. Give me one moment.
[AGENT][NEUTRAL] OK, and you said you, it was for a cancer policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get this.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your address and email address?
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[AGENT][NEUTRAL] And email.
[CUSTOMER][NEUTRAL] And my it's um.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and then uh last thing just a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, looks like
[AGENT][NEUTRAL] Uh, looks like this policy terminated 9-1-2024.
[AGENT][NEUTRAL] Um, you might check with your human resources and see if maybe they switched carriers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well this is a current paper she sent me, and I've been paying like 2556 a month.
[AGENT][NEUTRAL] OK, um, they, like I said, they may have changed to a different carrier, not us, um, but we show it terminated back in 91-2024.
[CUSTOMER][NEUTRAL] OK, I'll see what's going on.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you. Bye.