AccountId: 011433970860
ContactId: 233fab05-3b9b-4e16-af08-daf4d93db08c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343649 ms
Total Talk Time (AGENT): 102561 ms
Total Talk Time (CUSTOMER): 82691 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/233fab05-3b9b-4e16-af08-daf4d93db08c_20250401T21:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about a um life insurance policy that lapsed.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your um policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And do you know the um policy number?
[CUSTOMER][NEUTRAL] Give me 1 2nd for my email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold
[AGENT][POSITIVE] Mhm, take your time.
[CUSTOMER][NEUTRAL] OK, 00649.
[CUSTOMER][NEUTRAL] 885
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And that was 00649885?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I see you here. Hold on one moment. Everything is coming up. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So now I have everything here. And then um what was your questions about the policy or it being inactive?
[CUSTOMER][NEUTRAL] I gotta talk
[CUSTOMER][NEUTRAL] Yeah, I got a letter, um.
[CUSTOMER][NEGATIVE] Over the weekend, last weekend, saying that my policy had lapsed, so I sent an email and checked on the lady responded today and was like, yeah, it lapsed because it was over loaned, and I'm not understanding that because I haven't taken a loan out on that policy in years and I have another policy with loans and it's never, I just keep having issues with this one policy at one time the payments weren't being made, so I had to go through and get that restarted. It's just I'm not understanding.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why, how?
[AGENT][NEUTRAL] Something keeps coming up for this policy.
[CUSTOMER][NEUTRAL] Yeah, so I'm just not understanding what's the problem, or even how it's over loan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is what I'm gonna do. So there's only one representative who works with the whole life policies. Her name is [PII]. I'm getting ready to send her a message now to see if she's available because I don't know how over loan works. She's the only one that does the whole life and cash value and all of that. So, um,
[CUSTOMER][NEUTRAL] Yeah, I think when I usually talk.
[AGENT][POSITIVE] She'll be able to answer all those questions. She is OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And what is it called? Over loan.
[AGENT][NEUTRAL] And while I'm waiting for um her to respond, I can get you over to her. Um, can you just verify um the date of birth on file and the mailing address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it my date of birth or the date of birth of the person who is insured?
[AGENT][NEUTRAL] The insured
[CUSTOMER][NEUTRAL] I'm gonna give you OK, [PII].
[AGENT][NEUTRAL] OK, hold on, she just responded.
[AGENT][POSITIVE] Alright, so I'm getting ready to transfer you over to [PII] now. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.