AccountId: 011433970860
ContactId: 240e94d5-2a72-478a-b924-20d03e4cf5c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505049 ms
Total Talk Time (AGENT): 176497 ms
Total Talk Time (CUSTOMER): 140467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/240e94d5-2a72-478a-b924-20d03e4cf5c8_20250109T23:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi honey, this is uh [PII] calling and uh I would like to know if I could have a uh copy sent to, uh, an email copy sent to my uh email uh of my policy.
[AGENT][NEUTRAL] Absolutely, Ms. [PII], I can help you with that, with getting a copy to your email. Can you please give me your name? I'm sorry, your callback number and spell your last name for me?
[CUSTOMER][NEUTRAL] Uh, uh, let's see, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my last name is [PII]
[AGENT][POSITIVE] OK, thank you. I appreciate you spelling that for me. And then what is your policy number?
[CUSTOMER][NEUTRAL] It's L111138856.
[AGENT][NEUTRAL] OK, let me look and see if I can find that policy.
[CUSTOMER][POSITIVE] I appreciate your help. I do, I have a question so I I need to ask them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm, I'm not sure that I'm gonna explain this correctly or not. Does, uh, the, uh, expiration.
[CUSTOMER][NEUTRAL] On this expire at a certain age for the payout.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] I'll be able to check that when I pull your policy in, um, so that we can read that you're, you're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, Ms. [PII], can you um give me your social security number? I'm having a hard time getting that policy number to pull in for me.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. Let me look it up with your social.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You just put the payment out so I know you have it.
[CUSTOMER][NEUTRAL] It just came out today. I every every 3 months I make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be just a second. I'm gonna put you on a brief hold. I think your policy has been with us for so long that I need to go to a different screen to pull it up.
[AGENT][NEUTRAL] So it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Yes, I've had it for quite a while.
[AGENT][NEUTRAL] Yes ma'am OK I could tell by the number that you have it's gonna be a brief hold I'm gonna look um up for that different screen Miss [PII] thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Company 22.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm still having a hard time pulling it up. Um, I'm not able to find it with your social security number. Is would it be under somebody else's name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No ma'am, it's under mine.
[AGENT][NEUTRAL] And let me make sure I got your social right. It's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I've been paying on that for a long, long time and we had a, I was, it used to be a whole lot less than my husband passed away and I think I had 5000 on him and then they raised it to 10 and raised my payment.
[AGENT][NEUTRAL] OK, and you spell your name, [PII] and your first name [PII]?
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] That's not pulling in for me, uh.
[CUSTOMER][NEUTRAL] You just came out today.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEGATIVE] 66 $66 you just took a payment out of my uh checking today $66 and something I forget what it was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You take one out every 3 months.
[CUSTOMER][NEUTRAL] That'll be in there somewhere.
[AGENT][NEUTRAL] Yeah I'm looking I'm trying I'm trying to search for it.
[AGENT][NEUTRAL] And it's, and it's with American.
[CUSTOMER][NEUTRAL] Somebody, somebody's.
[AGENT][NEUTRAL] It's with American Public Life?
[CUSTOMER][NEUTRAL] Uh, it's Starmount.
[AGENT][NEUTRAL] Uh, our company is American Pub Public Life.
[CUSTOMER][NEUTRAL] Well, I just called Starmount. What number did I call?
[AGENT][NEUTRAL] American Public Life Insurance.
[CUSTOMER][NEUTRAL] I called Star Mount Life Insurance.
[AGENT][NEUTRAL] Yeah, that's not our company.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] That's not our company.
[CUSTOMER][NEUTRAL] Uh, what's your, I called [PII]. That's the number it told me to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Our number is [PII] golly I can hardly read it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's your number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well I wonder I wonder what Starmount number is.
[AGENT][NEUTRAL] Don't know um on that one. Now let me see if I can Google and help you find it though.
[CUSTOMER][NEUTRAL] Now who are you? You what?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Oh, I'll be darned.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, try this number.
[AGENT][NEUTRAL] I do see Star Mount Insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Company
[AGENT][POSITIVE] Which is AM Best Starmount um in [PII].
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is 225.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 400.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9100.
[CUSTOMER][POSITIVE] Well, I sure I'm sorry for the mistake.
[AGENT][NEUTRAL] That's OK. At least we, at least we figured out what it was.
[CUSTOMER][POSITIVE] OK, thanks. Have a blessed day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed one also, and thank you so much for calling APL today.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Yes, ma'am. Happy [PII]. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][POSITIVE] Happy [PII].