AccountId: 011433970860
ContactId: 07481f40-3e80-478e-936a-a60a782f5a33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232320 ms
Total Talk Time (AGENT): 50027 ms
Total Talk Time (CUSTOMER): 59809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/07481f40-3e80-478e-936a-a60a782f5a33_20250507T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I had called like a week ago concerning the cash value on a uh mm insurance policy and uh someone told me that uh they would send me the information and I had to go to the notary and get it notarized and I was calling to find out what was the status of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I do see here, um, let's see.
[AGENT][NEUTRAL] Um, do you happen to have the policy number on hand so we can look at it?
[CUSTOMER][NEUTRAL] No, ma'am, but I have my uh social security number.
[AGENT][NEUTRAL] Oh, sure, we can use your social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, is it for [PII]?
[CUSTOMER][POSITIVE] Yes, I'm getting the cash at your offer, my son.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, we would probably have to use his social security number since it will be on his policy because I unfortunately I do not have.
[AGENT][NEUTRAL] Happen to see um the policy for him under you.
[CUSTOMER][NEUTRAL] Oh, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So, uh, they want me here this time.
[CUSTOMER][NEUTRAL] You don't know but so.
[CUSTOMER][NEUTRAL] I played it.
[CUSTOMER][NEUTRAL] Hold on a minute.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean you take this because this is with my ex and Social security know.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] I can call you back now.
[AGENT][NEUTRAL] Oh