AccountId: 011433970860
ContactId: 104c9253-9ef2-4b9d-a51c-b6502cc092fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235320 ms
Total Talk Time (AGENT): 93080 ms
Total Talk Time (CUSTOMER): 97051 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/2025/03/10/104c9253-9ef2-4b9d-a51c-b6502cc092fd_20250310T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to say the status of this policy.
[AGENT][NEUTRAL] I'm just needing to check eligibility.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, yeah, I can check that for you. What was your name?
[CUSTOMER][NEUTRAL] It's gonna be under [PII].
[AGENT][NEUTRAL] OK and uh what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] And I've got the policy.
[CUSTOMER][NEUTRAL] My name is [PII] at Simple to Insure Agency.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's AR-21059.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so that's not going to be one of our policy numbers, [PII]. Um, they don't begin with any letters or anything like that. Uh, do you maybe have his social? I'm sorry.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] I've got the original policy in my hand, but it, it, it was done in the [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, so that's why I've got 2 and, and I've got another one that that's not.
[CUSTOMER][NEUTRAL] Coming up uh at a different company but you know it was done the same time at the same time as this one.
[CUSTOMER][NEUTRAL] Do you have like a
[CUSTOMER][NEUTRAL] Email address or something fax number where I could send this policy to get some clarity on it.
[AGENT][NEUTRAL] Sure, um, well, I'd like to try to find it. Um, you said his name was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me try searching just using his name give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what kind of policy this was [PII]?
[CUSTOMER][NEUTRAL] Life insurance.
[AGENT][NEUTRAL] It was for life. OK. Do you have his date of birth?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK, well,
[AGENT][NEGATIVE] I thought maybe I found him, but it doesn't look like it. It's not gonna be him.
[AGENT][NEUTRAL] Do you have his social that I could search that way?
[CUSTOMER][NEUTRAL] Mm, let me see if it's on. I think it is on the death certificate. Hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yeah, it is. It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I did not get a result with that social, um, OK, yeah, if it has the what the document that you're looking at, if it does say American Public Life, um, then yeah, you're more than welcome to send that to us. Um, I do have an email let me know when you're ready. I'll give that to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, hang on just one second, let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, so [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] All right. Sorry, I couldn't help more. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] That's OK. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.