AccountId: 011433970860
ContactId: 1d1f0d7c-4101-4032-b314-475153c631dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508130 ms
Total Talk Time (AGENT): 107819 ms
Total Talk Time (CUSTOMER): 100264 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/1d1f0d7c-4101-4032-b314-475153c631dd_20250114T21:48_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII]. I called yesterday, um, someone was supposed to return my call, but I was.
[CUSTOMER][NEUTRAL] Uh, wanted to do a, a loan on my whole life insurance policy.
[AGENT][NEUTRAL] OK and spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] I don't have my policy number with me.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your complete mailing address for me?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your email address for me?
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][POSITIVE] Alright, thank you for that information. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment, OK, [PII]?
[AGENT][NEUTRAL] Did you call on the [PII] regarding this?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking. I'm reading.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sinus drainage. I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah I'm fine, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So let's see, I think there was a request that was submitted when you called and so I'm trying to get an update on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so there was a request that was submitted on yesterday for you, um, and it's still in review, but they, they have it. I see it here.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know how long it'll be before someone contact me?
[AGENT][NEUTRAL] Um, let's see, I would say allow at least 7 to 10 business days. It could be it could be before that time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] About my policy, please call her back because she's made a note to call you back at [PII].
[AGENT][NEUTRAL] Um, any time will be OK for a call back after [PII] Central Standard.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that was just yesterday because she said someone will call me back in 24 hours. Yes, excuse me, so they can call me at any time. That was just for yesterday.
[AGENT][NEUTRAL] 000, OK, OK, got it.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] OK. All right. Got it. OK, very good.
[CUSTOMER][NEUTRAL] Yesterday and yeah yesterday and today.
[AGENT][NEUTRAL] OK, so I will make a note that you called today to follow up on this request and um.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Alright, and did you have any other questions I could assist with today, [PII]? So it has been done. It's it's in there, it's in their area, so that's good. And so we'll just sit tight and let's give them an opportunity to take a look at it.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and the reason I called back is the girl yesterday said 24 hours, so I said, well, make sure, right, so I said, well, it's been over 24 hours. Let me just follow up. So if I knew it was 7 to 10, then I would have waited for them to contact, but OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I totally understand.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I say that because that's our standard, but it could be before then.
[CUSTOMER][POSITIVE] Right, OK, I appreciate it.
[AGENT][NEUTRAL] All right. You're welcome, [PII]. Anything else?
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thanks you too bye bye.