AccountId: 011433970860
ContactId: 1a26afbc-442b-4b73-ab49-422fba88e228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364700 ms
Total Talk Time (AGENT): 91562 ms
Total Talk Time (CUSTOMER): 45927 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1a26afbc-442b-4b73-ab49-422fba88e228_20250422T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need to check on my policy.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with the policy. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have your policy number, Miss?
[CUSTOMER][NEUTRAL] I think it's 747-496.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, email is [PII].
[CUSTOMER][NEUTRAL] Address is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, thank you. And how may I assist you with the policy, Miss?
[CUSTOMER][NEUTRAL] I need to confirm my beneficiary is [PII].
[AGENT][NEUTRAL] OK, let me see if we have one listed. One moment.
[AGENT][NEUTRAL] Let me pull the documents of the policy, OK? Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you mind holding for me? I'm just gonna go through this paperwork and see if I can find a beneficiary listed, OK?
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. OK, I did not find a beneficiary listed anywhere in the policy, the application or the documents on the policy.
[AGENT][NEUTRAL] Um, we do have a form, um, this is a cancer policy, but we do have a form that you can fill out to add any dependents if you need to do that. Um, do you need me to send that by email or you can find it through our website, which one would be best for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is my cancer policy.
[AGENT][NEUTRAL] Yeah, this is your cancer policy.
[CUSTOMER][NEUTRAL] OK, I was thinking it was a life insurance.
[AGENT][NEUTRAL] Oh no, it's not a life insurance, it's your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I don't need to add any dependents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you would like to leave somebody, you can uh just in case they need to submit claims after or anything like that, but if you don't, it's fine because it's just a cancer policy, it's not a life policy, so it's not like really required. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Goodbye.