AccountId: 011433970860
ContactId: 09cb2647-12ef-45c7-8896-27c5d28e2da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277059 ms
Total Talk Time (AGENT): 108103 ms
Total Talk Time (CUSTOMER): 99563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/09cb2647-12ef-45c7-8896-27c5d28e2da0_20250506T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, this is [PII], and I need to talk to the lady that, uh.
[CUSTOMER][POSITIVE] Handles the withdrawal automatic withdrawal from my checking account.
[AGENT][NEUTRAL] OK, let's start with your policy number.
[CUSTOMER][NEGATIVE] I don't have one. I ain't got one in my hand here.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you Mr. [PII]. Let me take a look at this and see what's going on. Can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty. I'm, we're gonna need to get that updated. We have a different address. What was that again?
[CUSTOMER][NEUTRAL] Well, well, well, what address you got [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah I just leave that there.
[AGENT][NEUTRAL] OK. And uh can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And is [PII] still a good email address?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty, Mr. [PII], thank you very much. OK, um, so we have your policy. We don't do any kind of bank draft on your policy. It's payroll deducted. So you would need to go through your employer.
[CUSTOMER][NEUTRAL] Uh, who's the, uh, who's the, uh, uh, people that handle that?
[AGENT][NEUTRAL] Uh, UTBA.
[CUSTOMER][NEUTRAL] To take the I take the.
[CUSTOMER][NEUTRAL] Yeah, let me do you have their number?
[AGENT][NEUTRAL] Um, yeah, let me look. I do believe I can also transfer you over there. Um, do you want me to transfer you to your TBA? Alright, perfect. Hang on one second.
[CUSTOMER][POSITIVE] Yeah, that'd be nice.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] Hey, let me give you a quick question.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, uh,
[CUSTOMER][NEUTRAL] Do I have to go through this group policy to get that big discount or I've been with you for a while now.
[AGENT][NEUTRAL] To get what kind of discount?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You know what I'm paying now for the uh policy.
[AGENT][NEUTRAL] Um, that would be something that, um, that UTBA would, would handle. We don't, we don't, um, we don't offer any kind of like discount or anything like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well let me ask you what's my normal payment they send you?
[AGENT][NEUTRAL] Um, your monthly premium with us for this policy is 19851.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][POSITIVE] Boy oh boy.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] That don't sound good at all.
[CUSTOMER][NEUTRAL] You know what I pay them?
[AGENT][NEGATIVE] Um, I have no clue.
[CUSTOMER][NEUTRAL] 2:32.
[AGENT][NEGATIVE] Oh God. Well, you probably have another policy. It just is not with us.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, I had one for 25,000 for my grandson [PII].
[CUSTOMER][NEUTRAL] I don't know if it's still is with you or not.
[AGENT][NEUTRAL] Um, this policy is a group term life term life policy, and, uh, it does look like [PII] is listed on this policy.
[CUSTOMER][NEUTRAL] Yeah, as a beneficiary.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Alright, well, if you connect me over there I'll tell you you got a problem. They're supposed to take the money out today and they ain't did it yet.
[AGENT][POSITIVE] OK, yeah, let me get you over there to them and they can assist you a little bit further, OK?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] All right, dear, thank you.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, sir. Hang on one second, OK?
[CUSTOMER][NEUTRAL] Yeah