AccountId: 011433970860
ContactId: 0cdc1d2d-9f03-40a7-8db2-4eeade18d40d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363559 ms
Total Talk Time (AGENT): 120127 ms
Total Talk Time (CUSTOMER): 141436 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0cdc1d2d-9f03-40a7-8db2-4eeade18d40d_20250530T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes how you doing?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] Um, so I was just, hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, I can hear you now.
[AGENT][POSITIVE] Yeah, what can we help you with today?
[CUSTOMER][NEUTRAL] Um, yes, I was just given this number, um.
[CUSTOMER][NEUTRAL] Yes, I was given his number because I, I always told my father possibly have um a policy with you guys. Can I just give you his information you can verify it or not.
[AGENT][NEUTRAL] OK, I'm sorry, you said you were, uh, calling in regards to your father's policy with us?
[CUSTOMER][NEUTRAL] Yes, I was told that he might have one with you guys, um, so I was just calling to see if you can verify that and also how do I go about it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me know when you're ready.
[AGENT][NEUTRAL] OK, sure, what was your name please? I'm sorry.
[CUSTOMER][NEUTRAL] Well, my name is, uh, first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. um, so do you have a policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I can give you all of his information.
[AGENT][NEUTRAL] Do you have his social by chance?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] And what was his name?
[CUSTOMER][NEUTRAL] Same name as mine. I'm a junior.
[AGENT][NEUTRAL] OK. Gotcha.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] [PII], I think I see you listed under one of these policies. What was your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect OK uh are you able to verify the address that we have on file?
[CUSTOMER][NEUTRAL] And then you might do you see my, do you see my sister?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I've got a different address, um, [PII].
[CUSTOMER][NEUTRAL] Do you have, do you have a blue oh no that's his address, that's his address, not mine, we live in a different house. Oh his address. Oh, OK, yeah. And.
[AGENT][NEUTRAL] Yeah, yeah, yes, if you wouldn't mind verifying that.
[AGENT][NEUTRAL] Sorry. Yes, please. Sorry.
[CUSTOMER][NEUTRAL] I'm OK.
[CUSTOMER][NEUTRAL] [PII]. Oh wait, the [PII] address. I'm sorry, wait, that's, that's a new address. I'm sorry. I'm sorry. Hold on one second, one second.
[AGENT][NEUTRAL] Um, I've got
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, the job address or his home at that time?
[AGENT][NEUTRAL] Um, his, his mailing address that we've got, um, it doesn't look at the physical address in [PII].
[CUSTOMER][NEUTRAL] Oh let me get his wall.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] If he moved, I have to find his old address because he moved.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it, is it, uh,
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, one second, I have his wallet here. Let me see if I you said [PII]?
[AGENT][POSITIVE] You're, you're OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] That's a crazy one.
[CUSTOMER][NEUTRAL] Oh, I
[AGENT][NEUTRAL] Um, if you're able to, [PII], are you able to verify the email address we have on file for him? It's a [PII] account.
[CUSTOMER][NEUTRAL] Let me see if I ever email. I don't usually email my dad, um.
[CUSTOMER][NEUTRAL] One second, I, I can't wrap my email. Wait, actually I might can. Hold on one second, one second. I might can.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Uh, do you have the [PII]?
[AGENT][NEUTRAL] That's it, yes sir, yes, thank you so much for verifying all of that. OK, so I will say uh he did have three policies with us, however, none of them are currently active uh they all terminated in [PII] at various states.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So it's there's nothing, nothing within them or anything.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] So it's like no money within them or nothing.
[AGENT][NEUTRAL] No, um, so they are all inactive. Um, he had a dental policy terminated [PII], um, a limited indemnity medical plan that terminated [PII], and then he did have a term life policy that terminated, uh, [PII], all of last year.
[CUSTOMER][NEUTRAL] OK, alright, so you can't do anything with those.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] Yeah. All right. OK then. All right, thank you.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right well thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you bye bye.