AccountId: 011433970860
ContactId: fd8a0fa2-39d5-4912-92bd-8b29670381c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433339 ms
Total Talk Time (AGENT): 90108 ms
Total Talk Time (CUSTOMER): 109751 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/fd8a0fa2-39d5-4912-92bd-8b29670381c2_20250130T20:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] uh.
[CUSTOMER][NEUTRAL] I work for Grand River Dam Authority in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] You hold my, uh, premiums out on my check, but I'm getting ready to retire.
[CUSTOMER][NEGATIVE] And I didn't know how I need to do that to continue with your coverage.
[AGENT][NEUTRAL] OK, alright, we can see what we can do. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] I do not know.
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you. And how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And how do you spell the first name?
[CUSTOMER][NEUTRAL] Uh [PII] or [PII]
[AGENT][NEUTRAL] OK. Let me do a name search and see if I can find you, OK? One moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and may I have your date of birth for security?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, perfect. And I need the mailing address and email address for verification.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] And when you're gonna retire?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me see what we need to do. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No, that's fine, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey, so, I'm fine. How are you?
[AGENT][POSITIVE] OK. I'm good. I'm good, thank you. Um, I have a member on the line that he's getting ready to retire and he wants to support his policy.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, what's his policy number, dear?
[AGENT][NEUTRAL] It's 84077.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, and do you have a callback number? Is that the number that's on there on the little box?
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Um, no, on the, on, yeah, [PII]. I'm like what a box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. OK. All right. I will talk to him. OK, dear. Thank you so much, sweetie. You have a good day. Bye-bye.
[AGENT][NEUTRAL] Alright, so I fully verify him. OK, here he comes. OK. You're welcome, you too, and he's gonna retire in March, OK.
[CUSTOMER][POSITIVE] In March, OK, thank you.
[AGENT][POSITIVE] Here he comes. You're welcome. Thank you for holding and being patient for him, Mr. [PII]. I got Ms [PII] on the line. She's in the customer service department and she's gonna give you instructions, OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You do.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hi, this is [PII] in customer service. I hope you're doing well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK good um she was uh soul was just telling me that that you was gonna retire in March and you wanted to keep your cancer plan.
[CUSTOMER][POSITIVE] Yeah. OK, I'll be glad to help you with that, Mr. [PII]. OK, I show that um.