AccountId: 011433970860
ContactId: 1559aed6-d997-43ba-9711-3fe9851ef9b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269339 ms
Total Talk Time (AGENT): 59549 ms
Total Talk Time (CUSTOMER): 173702 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/1559aed6-d997-43ba-9711-3fe9851ef9b2_20250418T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, Miss [PII], my name is [PII]. I received a telephone call from you saying something about insurance and I don't know what, what is it? ACL? What is that exactly?
[AGENT][NEUTRAL] Um, this is your life policy.
[CUSTOMER][NEUTRAL] OK, which one is that?
[AGENT][NEUTRAL] On your husband.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and uh ACL I don't, I didn't know I had an ACL. I don't see it.
[AGENT][NEUTRAL] A APL, APL.
[CUSTOMER][NEUTRAL] ATL.
[AGENT][NEUTRAL] Yes ma'am. Uh, I had a message to call you on your policy, um.
[CUSTOMER][NEUTRAL] OK, hold on the phone.
[CUSTOMER][NEUTRAL] ATL. Let me see if I can find it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I believe it was on your husband, if I'm remembering right.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] ATL.
[AGENT][NEUTRAL] A P as in Paul.
[CUSTOMER][NEUTRAL] APL. I still know 78 APL oh American Public Life. I'm sorry. OK. I, I think I have, I think I have that one. I think I do. Um, it's a, it's a point, can, can you talk to me about it, [PII]? I'm sorry.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh-huh. I'm, I'm trying to pull up the policy now.
[CUSTOMER][NEUTRAL] OK. All right. I think.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And can you verify his um date of birth and address, please?
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] You're wanting to know the cash value on the policy. Was that correct or?
[CUSTOMER][NEUTRAL] No, well, someone, someone already gave me that, so I don't know why they had you to call me back or whatever. I think the cash, the cash value is $9,494.
[AGENT][NEUTRAL] No, that's the face amount.
[CUSTOMER][NEUTRAL] The face mask, OK. Well, what is the cash back?
[AGENT][NEUTRAL] The cash value right now is 2000.
[CUSTOMER][NEUTRAL] What is it? 2 what?
[AGENT][NEUTRAL] Since there's
[AGENT][NEUTRAL] 2000.
[CUSTOMER][NEUTRAL] 2000. OK. Alright, I can remember that. OK, well, that's what I was needing to know, knowing too also that this is a whole life, so I don't have to worry about that.
[AGENT][NEUTRAL] Cause it
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] The reason why I'm doing all of this is because we have insurance with another company and uh somehow we were misled and thinking that we had something that we don't have. And that was my husband's age. The policy is gonna go up to $500 per month and, and being retired and that kind of thing, we cannot afford that. And we've been paying on this since, we've been paying on this since, oh, like [PII].
[AGENT][NEUTRAL] No, uh uh.
[CUSTOMER][NEUTRAL] And we both of us together, we pay about $30,000 so which means we're gonna lose all of that. And I said, I'm trying to just put some other things in place or whatever, so I guess next time I'll read the fine print a little bit better and know what I'm getting myself into.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] But uh I'm just gonna leave that, I'm just gonna leave it like it is, and if I should need to go in and get something, I will get back with you. But thank you so very much for calling me. I appreciate it and I'm sorry I didn't get it right. I just, uh, I wrote it down hurriedly and then I have all this in front of me and I just, just got past me for some reason or the other. But I thank you for your time and your effort.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All right. And thank you, Ms. [PII] and you have a great day.
[CUSTOMER][POSITIVE] OK. Thank you very much. All right, you too. Bye-bye.
[AGENT][POSITIVE] Thank you