AccountId: 011433970860
ContactId: 0ec1105b-5187-4f59-9f9f-218f02eaf0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378040 ms
Total Talk Time (AGENT): 97541 ms
Total Talk Time (CUSTOMER): 72331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0ec1105b-5187-4f59-9f9f-218f02eaf0a8_20250325T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, could you hold on?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, this is [PII] in the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you
[AGENT][NEUTRAL] Am I in [PII]? No, sir.
[CUSTOMER][NEUTRAL] Uh, I, I want.
[CUSTOMER][NEUTRAL] The what now?
[AGENT][NEUTRAL] I thought you were asking if I was in [PII]. I misunderstood you. I'm sorry.
[CUSTOMER][NEUTRAL] I, I'm the [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, I had called previously to get my information to cash in my life insurance policy, and I hadn't received it and I'll check and see if it's been sent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can look into the um life insurance for you and see what the update is. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, the number you have there is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Does this work showing up?
[AGENT][NEUTRAL] Yes, sir. And may I have your policy number?
[CUSTOMER][NEUTRAL] OK, the new policy number I believe is 151851.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, here we go. And I have you here. I just need you to verify your date of birth, your mailing, and your mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Let me see. Do you mind if I place you on just a brief hold so I can look into these notes, actually, I see it right here.
[AGENT][NEUTRAL] OK, um, let me see if [PII] is available. [PII] is the representative that handles whole life policies and cash value. I see she tried to give you a call, um, but she left a message, so let me see if I can get her and connect you two together, OK?
[CUSTOMER][NEUTRAL] Is that is [PII] right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I talked with her back on the [PII] and she's supposed to got me that information.
[CUSTOMER][NEUTRAL] I need to talk to her I guess.
[AGENT][POSITIVE] Right, she's the only one who handles the whole life policy, so I'm gonna try to get her so I can connect you to her, OK?
[AGENT][NEUTRAL] Do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][POSITIVE] Thank you so much for holding. So I was able to reach [PII], so I'm gonna go ahead and transfer you over to her now. Before I transfer you, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I will be out.
[AGENT][NEUTRAL] Alright. Well, thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh oh, I didn't.
[AGENT][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], hold on one moment, OK?
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], how are you today?