AccountId: 011433970860
ContactId: 2204ac26-1d69-4eec-b759-b35ac6368f07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331779 ms
Total Talk Time (AGENT): 165274 ms
Total Talk Time (CUSTOMER): 88818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2204ac26-1d69-4eec-b759-b35ac6368f07_20250317T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] in [PII].
[CUSTOMER][NEUTRAL] Uh, what's your name, please?
[AGENT][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I have a policy. I want to cash in, please.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Alright, Mr. [PII], um, what is the policy number?
[CUSTOMER][NEUTRAL] OK, it's it's 1 and 500 and 4.
[AGENT][NEUTRAL] Uh, can you repeat the last two digit digits for me, please?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Um, can you repeat the last two digits for me, please? I wasn't able to catch it.
[CUSTOMER][NEUTRAL] 0404.
[AGENT][NEUTRAL] 04 right 15004.
[CUSTOMER][NEUTRAL] 004, yes, I'm the 4th policy holder in the company.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, is this an individual policy or this is the group number?
[CUSTOMER][NEUTRAL] Just as the individual policy number.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The last name is spelled [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Mr. [PII], uh, I'm not being able to find a policy with the new number you provided to me. Um, are you OK if I use you?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 1 and 50s and 4.
[AGENT][NEUTRAL] Yes, um, but I am unable to find it. Um, do you mind if I use your social security number to look it up?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][POSITIVE] Alright, thank you very much and allow me just a minute so I um the system can search it up.
[AGENT][NEGATIVE] It wouldn't even
[AGENT][NEUTRAL] I guess
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find your policy. And um just for verification steps, do you mind um verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] OK, [PII] and that's his address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. I do have here your policy number. Um,
[AGENT][NEUTRAL] Or would you like me to provide it to you?
[CUSTOMER][NEUTRAL] A what now?
[AGENT][NEUTRAL] Um, the policy number that we currently have?
[CUSTOMER][NEUTRAL] What, what, what policy number do you currently have on there?
[AGENT][NEUTRAL] Um, I believe this is an old, uh, product, so the policy number was updated.
[CUSTOMER][NEUTRAL] OK, what's that number?
[AGENT][NEUTRAL] OK, it is 151.
[AGENT][NEUTRAL] 851.
[AGENT][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] 151851
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You're gonna send me the proper papers, I believe. I called about a week ago and asked the lady to give me the cash value, and she used to call me back. She never did, so I don't know, might have been you.
[AGENT][NEUTRAL] OK, yes, um, for cash values we only have 2 people in charge of providing this information, um, and both of them are out of office today, but I will definitely go ahead and place a notification that they can, um, for them to process this request as soon as possible. Um, I will mark it as an urgent request since you have already called us requesting this information before.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, are you gonna send me the proper papers to cash it in, please?
[AGENT][NEUTRAL] Um, yes, I can do that. Um, so you will be reached out by either Ms. [PII] or [PII]. Um, they are the ones who work with this, um, product.
[AGENT][NEUTRAL] Uh, let's see really quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, they should, um, be back in in the office tomorrow. Um, again, I will mark this request as urgent, so they reach out to you as soon as possible. All right, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's [PII] and [PII] who?
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] And you're welcome, Mr. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Thank you.