AccountId: 011433970860
ContactId: 1a02b8cf-76bf-411c-8b1e-83b78b8e13fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257309 ms
Total Talk Time (AGENT): 108170 ms
Total Talk Time (CUSTOMER): 97013 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1a02b8cf-76bf-411c-8b1e-83b78b8e13fd_20250328T18:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, um, I need some information. I'll give you my policy number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 749372.
[AGENT][NEUTRAL] OK, and what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], uh, before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Oh sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much for that. What can we help you with today?
[CUSTOMER][NEUTRAL] I need an like an updated declaration page or a declaration page on my policy.
[AGENT][NEUTRAL] OK, let's get that pulled up. um, I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Hotmail account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I'm so sorry, could you repeat the first part of that, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, I appreciate that. I just wanted to verify that there was not supposed to be another end there. OK, thank you so much for that. Got it. OK, I appreciate you verifying all of that. OK, so I do have, let's see this entire I can send this to you uh via email or I can mail a paper copy to you or I could do both, uh, what would you prefer?
[CUSTOMER][POSITIVE] Correct, yeah.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I'd like both if you wouldn't mind.
[AGENT][NEUTRAL] Oh, of course. Alrighty, I will get that sent to you and then, uh, did you want me to just send it to this, uh, Hotmail that we've got on file for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, yes, so this policy that I have, it's a term policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe so. Let me see. I just had it up. No, give me just a moment, sorry.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] OK, yes, uh, renewable and convertible term life, uh, yes.
[CUSTOMER][NEUTRAL] OK, and it expires when?
[AGENT][NEUTRAL] Effective date, let's see.
[AGENT][NEUTRAL] So it was a 20 year policy and the effective date I've got was
[AGENT][NEUTRAL] Well, this one is showing [PII], but I don't think so.
[AGENT][NEUTRAL] Oh there we are, yeah, [PII]. OK, that's what I thought.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So that would be 20 years, so, uh, [PII].
[CUSTOMER][NEUTRAL] [PII], it expires?
[AGENT][NEUTRAL] Yeah, this is a 20 year uh policy.
[CUSTOMER][NEGATIVE] OK, and then um do then they automatically stop taking the money out of my account?
[AGENT][NEUTRAL] At that point, uh, yes.
[CUSTOMER][NEUTRAL] OK. They'll notify me.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Oh, OK, alright, thank you for your help I really appreciate it.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that, that's good. I appreciate your time.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Awesome, yes, ma'am. I hope you have a great weekend. Thank you.
[CUSTOMER][NEUTRAL] And you also. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.