AccountId: 011433970860
ContactId: 17abe203-603a-4709-8b3a-037d56154495
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145039 ms
Total Talk Time (AGENT): 56472 ms
Total Talk Time (CUSTOMER): 75274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/17abe203-603a-4709-8b3a-037d56154495_20250225T16:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my name is [PII] and I found some old
[CUSTOMER][NEUTRAL] Life insurance policies and I'm not sure I have the right company.
[CUSTOMER][NEUTRAL] Um, but the name of the company is American Preferred Life in [PII], but the number on the policy is no longer valid. Is this, are you part of this? Are you are?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, um, we're American public life and we're out of [PII], um, for older policies and [PII] for the newer policies.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] OK, um, so you're probably not the same company that these policies are on.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Do you have a policy number and I could actually search and see if I can find it.
[CUSTOMER][NEUTRAL] Yeah, these are really really old um one of them 6066, 1 of the policy number on this first one is 6066.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh shoot, let me get this other one out.
[AGENT][NEUTRAL] Let me look and see if I can find that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] That first one did not pull up in my system.
[AGENT][NEUTRAL] What was the other policy number?
[CUSTOMER][NEUTRAL] OK, and then the other one is 5756.
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] And what is the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. That
[AGENT][NEUTRAL] That one didn't pull up either, ma'am.
[CUSTOMER][NEUTRAL] OK, well, thank you for trying. uh, are there any other companies that might, that you could think of that I might could try?
[AGENT][POSITIVE] You're so very welcome.
[AGENT][NEUTRAL] I would, um.
[AGENT][NEUTRAL] Try to Google that, that name and the address.
[CUSTOMER][NEUTRAL] That that's how I got your number.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's what I would do.
[AGENT][POSITIVE] That's what I would do too.
[CUSTOMER][POSITIVE] OK. Well, I'll, I'll keep trying and. OK, well, thank you so much. All right. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You have a blessed day. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.