AccountId: 011433970860
ContactId: f44ffecf-63d5-4071-ac89-31ad886f0900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236639 ms
Total Talk Time (AGENT): 80789 ms
Total Talk Time (CUSTOMER): 62834 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/2025/05/07/f44ffecf-63d5-4071-ac89-31ad886f0900_20250507T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm a member, I'm um a state of Louisiana employee and I'm gonna be retiring on [PII] and I wanna um continue my coverage.
[AGENT][NEUTRAL] OK, yeah, we could take a look at getting that policy continued. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have uh your policy number?
[CUSTOMER][NEUTRAL] No, I don't. I have my we use social security numbers.
[AGENT][POSITIVE] Sure, that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing
[CUSTOMER][NEUTRAL] But that's gonna change also.
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, we've got it as [PII]. OK, I will get that changed um and then uh if you would, can you verify the email address we've got on file for you? Uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying all of that. OK, so I am going to put you on a brief hold [PII]. I'm gonna reach out to our customer service department uh so that they can get with you on getting this policy continued um independently of your employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Give me just a moment. I'll uh just gonna put you on a brief hold. We'll get right back with you.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a member on the line uh and she is going to be leaving her employer soon she wants to see if she can uh continue her policy.
[CUSTOMER][NEUTRAL] All right. Um, and what is the policy number?
[AGENT][NEUTRAL] That is 944211.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are you ready for her?
[CUSTOMER][POSITIVE] Mhm. Yes, I'm ready for her.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you.